Operations Support Specialist

Credit Acceptance is proud to be an award-winning company with local and national workplace recognition in multiple categories! Our world-class culture is shaped by dedicated Team Members who share a drive to succeed as professionals and together as a company. A great product, amazing people and our stable financial history have made us one of the largest used car finance companies nationally.

Our Operations teams work with our consumers to promote great service, encourage them to bring their accounts current and resolve escalated issues.  Team Members specialize in various segments of the contract life cycle to achieve the highest levels of performance.  We are committed to providing career growth opportunities to our Team Members and we are proud of our record of promoting from within.  Our flexible schedules, casual work environment and culture of having fun make this a Great Place to Work!

About this Position:

• NOTE: This position will work from home; occasional planned travel to an office location may be required.
• The position supports operations by processing internal and external customer account requests.

Outcomes and Activities:

• Complete Requested Tasks in line with established service level expectations.
• Handle Incoming Phone Calls: You will spend up to 5%-10% of your time on the phone effectively and efficiently handling consumer phone calls.
• Provide Excellent Customer Service: You will need to follow the department LEAP model to provide assistance that is patient and respectful while providing each consumer with accurate account information.
• Process internal customer, third party, and Dealer requests in an accurate and timely manner. Requests include, but are not limited to, deceased account verification, ancillary product reconciliation/cancelations.
• Service, manage and review selected collection accounts (Military Service member Accounts).

Knowledge and Skills:

• Problem solver and quick thinker, with an ability to understand, interpret and act on information promptly and effectively.
• Manage your time effectively and adhere to attendance guidelines and complete work tasks in a timely manner.
• Seek, retain and share knowledge to help consumers resolve requests and understand the functions of other departments.
• Active listener and have effective communication skills.
• Organized and capable of meeting all deadlines.
• Professional, personable and respectful with our customers.
• Open and receptive to ongoing feedback aimed at improving the performance of you and your department.
• Self-driven, motivated to help, and able to perform with minimal supervision in a team environment.
• Work in a fast-paced environment.
• Remain positive, professional, determined, calm and focused when faced with challenging situations.
• Manage conflict resolution.
• Operate office equipment (copy machines, computer, fax, telephone, mouse and keyboard).

Requirements:

• High school diploma.

Preferred

• Proficient in Microsoft Office Systems: Excel, Outlook, Word.
• Previous customer service experience in a call center environment.

Schedule: Monday through Friday: 8am - 5pm EST

Targeted Compensation:  $16.50 -$20.75/hour, plus uncapped quarterly bonus potential

Targeted Bonus: Uncapped quarterly bonus potential based on individual performance. The estimated average bonus target for this position is around $550/quarter

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Benefits

• Excellent benefits package that includes 401(K) match, adoption assistance, parental leave, tuition reimbursement, comprehensive medical/ dental/vision and many nonstandard benefits that make us a Great Place to Work 

Our Company Values:

To be successful in this role, Team Members need to be:

• Positive by maintaining resiliency and focusing on solutions
• Respectful by collaborating and actively listening
• Insightful by cultivating innovation, accumulating business and role specific knowledge, demonstrating self-awareness and making quality decisions
• Direct by effectively communicating and conveying courage
• Earnest by taking accountability, applying feedback and effectively planning and priority setting

Expectations:

• Remain compliant with our policies processes and legal guidelines
• All other duties as assigned
• Attendance as required by department 

Advice!

We understand that your career search may look different than others. Our hiring team wants to make sure that this would be a fit not just for us, but for you long term.  If you are actively looking or starting to explore new opportunities, send us your application!

P.S.

We have great details around our stats, success, history and more.  We’re proud of our culture and are happy to share why – let’s talk!

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 dedicated to providing a safe and inclusive working environment for all. As part of our Culture of Compliance, we are proud to be an Equal Opportunity Employer and value our culturally diverse workforce. All qualified applicants will receive consideration for employment regardless of the person’s age, race, color, religion, sex, gender, sexual orientation, gender identity, national origin, veteran or disability status, criminal history, or any other legally protected characteristic. all team members demonstrate mutual respect for one another. All qualified applicants will receive consideration for employment without regard to protected characteristics like age, race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.

California Residents: Please click here for the California Consumer Privacy Act (CCPA) notice regarding the personal information Credit Acceptance may collect from you.

Play the video below to learn more about our Company culture.