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Bilingual Internal Collector

Company: Credit Acceptance
Location: Southfield
Posted on: January 14, 2020

Job Description:

Credit Acceptance is quickly growing and we have a variety of opportunities. Working directly with consumers and contractors, our team members specialize in various segments of the contract life cycle to achieve the highest levels of performance. Leadership is committed to providing career growth opportunities to our team members and we are proud of our record of promoting from within. Our flexible schedule, relaxed work environment and culture of having fun make this a Great Place to Work.

About this Position: Credit Acceptance is hiring an Internal Collector to:

  • Consistently, efficiently, and lawfully contact customers and collect on and manage a route of deficiency balance accounts.
  • Professionally and respectfully persuade customers to pay in an effort to set up payment arrangements and settlements on deficiency balance accounts.
  • Ensure the information we depend on to contact and collect from these customers is accurately maintained.
  • Support additional customers service requests.

    Outcomes & Activities:

    • Handle Phone Calls: You will spend at least 80% of your time signed on to our dialer to handle customer phone calls and negotiate payment or settlement arrangements.
    • Call Quality: You will use our call model to handle each call in a manner that meets or exceeds our call quality and compliant expectations.
    • Collect Past Due Payments: You will persuade customers to resolve their accounts within the payment and settlement criteria for Internal Collections.
    • Update Contact Information: While speaking with customers you will work to identify additional contact information
    • Adhere to Policies/Processes: You will need to remain compliant with our policies, processes and legal guidelines.
    • Receive and Act Upon Feedback: You will need to be open to ongoing feedback aimed at improving performance.
    • All other duties as assigned.
    • Attendance as outlined in the department attendance policy.


      • You need to be able to speak clearly, professionally and articulately on the telephone.
      • You need to be able to talk and type at the same time (talking with customers while documenting relevant notes).
      • You need to be comfortable with repetitive tasks, sit and talk on the phone with a headset for up to 90% of the day.
      • You need to be able to document account notes clearly and efficiently.
      • You need to be able to work independently and in a team environment.
      • You need to be driven and self-motivated and able to act on feedback.
      • Remain compliant with our policies, processes and legal guidelines
      • High school diploma or GED.
      • Proficiency in spoken and written Spanish.
      • Work onsite at the Credit Acceptance work location.


        • Experience in the finance or automotive industry
        • Experience working in a call center environment

          Training & Schedule Requirements:


          • 2 weeks: Monday - Friday 8am - 5pm


            • Monday - Friday 10am - 7pm

              Knowledge and Skills:

              • Ability to communicate in a professional and confident manner using appropriate tone of voice and asking open-ended, probing questions.
              • Owns performance and is receptive to feedback; applies feedback to improve; active participant in training & coaching sessions
              • Employs active listening in order to understand the customer's situation; recognize issues that prevent payment
              • Ability to use logic and critical thinking to reason and solve problems
              • Good negotiator with an ability to persuade customers to pay; assertive; create urgency with customer
              • Ability to control the call by setting expectations; create accountability and resolution; maintain focus; call efficiency
              • Create and build trust by displaying empathy; positive approach to creating resolution; collaborative approach

                Company 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.

                  Targeted Compensation: $18.50/hour



                  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.

Keywords: Credit Acceptance, Southfield , Bilingual Internal Collector, Other , Southfield, Michigan

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