Account Solutions Representative

About this Position

You change lives by helping to keep the customer on the road to a better financial future. Your role as an Account Solutions Representative is to:

• Develop and propose solutions to assist the customer from becoming further past due and get them current, where possible.
• Develop and propose a solution to assist the customer to cancel or stop the vehicle repossession.

You help these customers by

• Consistently, efficiently, and lawfully contacting customers who are behind on their car payments.
• Professionally and respectfully work with customers to help them bring and keep their account current.
• Ensure the information, we depend on to contact these customers is up to date.
• Support additional customer service requests.

Outcomes & Activities

• Handle Phone Calls: You will spend a vast majority of your time signed on to our phone system to handle customer phone calls (Inbound and outbound)
• Bring Past Due Accounts Current and Cancel Repossessions: You will leverage our call model to assist in setting up promises that help to bring the customers' account current and/or cancel repossessions based on their specific situation
• Provide Support: You will support customer requests, including processing one-time and recurring payments over the phone
• Update Contact Information: While speaking with customers you will work to identify additional contact or vehicle information
• Receive and Act Upon Feedback: You will need to be open to ongoing feedback aimed at improving performance

Knowledge & Skills

• Desire to help and believe in others when they encounter challenges in making their payments
• Personable and persuasive with our customers
• Comfortable negotiating, discussing sensitive financial issues, and providing solutions to customers
• Remain positive, professional, determined, calm and focused when faced with challenging situations
• Overcome objections to pay and develop creative solutions to help bring customers current
• Quick thinker, with an ability to understand and interpret information promptly and effectively
• Self-driven, motivated to help, and able to perform with minimal supervision in a team environment
• Receptive to ongoing feedback aimed at improving the performance of you and your team
• Speak clearly, professionally, and articulately on the telephone
• Talk and type at the same time (talking with customers while documenting relevant notes)
• Comfortable with repetitive tasks, sit and talk on the phone with a headset for the vast majority of the day
• Manage a flexible work schedule
• Identify basic computer components and assemble/troubleshoot company issued equipment by following both written and verbal instructions
• Operate company issued equipment, which may include a computer, headset, and camera
• Navigate within multiple computer programs simultaneously
• Knowledge of Microsoft Office products such as Outlook and Teams
• Document account notes clearly and efficiently
• Work independently and in a team environment

Requirements

• High School Diploma or GED
• High speed internet connection with a minimum of 15mbps download speed

Preferred

• Previous customer service and/or collection experience in a call center environment
• Experience in the finance or automotive industry
• Experience in any position where you had to demonstrate excellent customer support or persuasive skills

Training & Schedule Requirements

Training

• Mandatory 5-week virtual training Monday through Friday 9am - 6pm MST starting on 1/4/2027

Schedule

• Option 1: Monday: 12pm - 9pm, Tuesday: OFF, Wednesday: 6am - 3pm, Thursday: FLEX, Friday: FLEX, Saturday: OFF Sunday: 6am - 3 pm
• Option 2: Monday: 6am - 3pm, Tuesday: 12pm - 9pm, Wednesday: OFF, Thursday: FLEX, Friday: FLEX, Saturday: 6am - 3pm Sunday: OFF

Targeted Compensation: $17.75 - $20.85/hour based on experience, plus uncapped monthly bonus based on performance.

• The estimated average bonus target for this position is $700/month.
• Paid bi-weekly
• Annual hourly pay increase based on your performance

#zip #LI-Remote #CACWEST

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

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.
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