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Complaint Resolution Specialist in Southfield, MI at Credit Acceptance

Date Posted: 4/26/2018

Job Snapshot

  • Employee Type:
    Full-Time
  • Job Type:
    Other
  • Experience:
    Not Specified
  • Date Posted:
    4/26/2018

Job Description

Complaint Resolution Specialist


Why Work For Credit Acceptance?

Credit Acceptance is a rapidly-expanding company with extensive growth opportunities. We are proud to say, for the 4th year in a row, we have been named one of Fortune Magazine’s 100 Best Companies to Work For. Our team members and culture create a positive workplace that drives us to succeed, making Credit Acceptance one of the largest used car finance companies nationally. 

We offer a great work environment, awesome team members, competitive benefits, progressive career opportunities, a casual dress code and we work hard to ensure every team member is empowered to work to their fullest potential. 

Credit Acceptance offers team members:

  • Uncapped bonus potential
  • Extensive growth opportunities as demonstrated by our track record of promoting internally  
  • An atmosphere that is collaborative, challenging, and filled with forward thinking team members
  • Ongoing business training and career development opportunities
  • Strong work-life balance with generous PTO beginning on day 1
  • Competitive market-based salary with quarterly profit sharing and annual merit bonuses
  • Excellent benefits package that includes 401(K) match, adoption assistance, tuition reimbursement, comprehensive medical/dental/vision along with additional benefits that make us a great place to work

We are hiring a Complaint Resolution Specialist within our Complain Escalation Department.   

In the Complaint Escalation Department, it’s our job to be guided by the law and our policies in the resolution of customer complaints, and to do so where possible in a way that reflects the alignment that exists between the customer, dealer and Credit Acceptance. As a Complaint Resolution Specialist, you will be responsible for investigating and concluding various customer complaints in a timely and compliant manner.

Responsibilities in your area will include:

  • Thoroughly research customer complaints submitted to the Company and then determine the appropriate action to take that reflects the alignment that exists between the customer, dealer and Credit Acceptance by following the IRAC Model.
  • Facilitate the conclusion of customer complaints by engaging in necessary telephone conversation with all parties involved by following the LEAP Model. 
  • Conclude the customer complaint by taking the steps to implement the appropriate action, including notating the account and ensuring the appropriate complaint type and closure reason are selected.  

Who Are We Looking for?

Our ideal candidate for this role needs to:

  • Speak clearly, professionally and articulately on the telephone.
  • Deescalate frustrated callers in a positive and respectful manner.
  • Document account notes clearly and efficiently.
  • Work independently and in a team environment.
  • You need to be organized, with an ability to multi-task and prioritize multiple requests.
  • Remain compliant with our policies, processes and legal guidelines                                                                                                                       

Job Requirements

Required Qualifications:

  • High school diploma or GED
  • Knowledge of Microsoft suite of products

Preferred Qualifications:

  • Bachelor’s Degree
  • Previous experience in a role where the primary function is resolving consumer complaints at the highest level of escalation without the need to escalate to another individual and/or department to facilitate resolution
  • Experience in Artiva
  • Have a strong background in the Servicing or Originations side of Credit Acceptance  
  • Experience in the finance or automotive industry
  • Knowledge of mechanical issue commonly incurred in vehicles
  • Experience having to interpret existing rules/guidelines and apply them appropriately to make decisions

Work Schedule Requirements:

Work Schedule:

  • Monday – Friday 8am-5pm

Company Core Values:

To be successful in this role, Team Members need to demonstrate the characteristics of PRIDE in their work:

  • Positive: Maintain a positive attitude by focusing on solutions and promoting a collaborative and enjoyable environment.
  • Respectful: Value teamwork, share successes, appreciates others and communicates in a way that promotes trust.
  • Insightful: Make timely well-considered decisions, create innovative solutions and continuously learn.
  • Direct: Communicate clearly and objectively; don’t be afraid of difficult conversations. Raise concerns through the proper channels.
  • Earnest: Be honest, sincere and consistent. Work hard and pursue our goals together relentlessly.

Required degrees must have been earned at institutions of Higher Education which are accredited by the Council for Higher Education Accreditation or equivalent.

Credit Acceptance is an equal opportunity employer.

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