At Credit Acceptance, we are building on the foundation of a successful business while investing in the future through technology, data, AI, and continuous improvement. As we continue to evolve, our Team Members play an active role in improving experiences, driving meaningful change, and shaping the future of our business. We foster an environment where people are empowered to contribute ideas, develop their careers, make an impact, and help lead our continued transformation.
Our Operations teams are at the heart of the dealer and customer experience, making a direct impact throughout the contract lifecycle. Team Members combine service, problem solving, and operational excellence to help customers navigate challenges, strengthen relationships, and create positive outcomes. Operations offers meaningful work, opportunities to grow your skills and career, and the chance to make a difference every day.
About this Position:
Note: This position will work from home. Occasional planned travel to an office location may be required.
Credit Acceptance is a financial services company. We accept assignment of contracts from auto dealers. The contracts are sent to enrolled Dealer Service Center (DSC) by auto dealers.
Your role as a Credit Analyst in the DSC is to help resolve open requirements on dealership customer applications as well as other items dealerships need assistance with quickly and compliantly, while delivering superior customer service.
Outcomes and Activities:
Handle Phone Calls: You will spend majority of your time signed on to our phone system, handling phone calls from stakeholders.
Review, validate and verify information through document review, internet searches and phone calls to quickly fund compliant deals
Provide a high level of customer service to maintain relationship with our stakeholders.
Resolve and document dealer inquiries not related to the funding process.
Keep the dealer’s pipeline open by managing any license, title, audit and inventory issues.
Welcome and onboard new dealers by offering initial funding assistance.
All other duties as assigned.
Attendance as required by department.
Knowledge & Skills:
Be Diligent: Hard working, Conscientious, Sense of Urgency
Be Effective: Clear Communicator, Autonomous, Organized, Productive
Validate....information clearly and intuitively, protects all stakeholders
Educate: Identify and close knowledge gaps with all stakeholders
Listen....actively, understand caller’s situation
Owns performance outcomes, improvement actions, attitude.
Promotes...delivers superior Customer Service
Effectively work independently in a fast-paced environment.
Ability to adapt well to change, with the willingness to maintain a flexible schedule.
Speak clearly, professionally and articulately on the telephone.
Ability to learn quickly and apply knowledge learned.
Handle difficult conversations professionally.
Deals effectively with pressure, maintains focus and intensity, and remains optimistic and persistent, even under adversity.
Requirements:
Proficiency in spoken and written Spanish.
Proficiency in Microsoft Word, Excel and Outlook.
Remain compliant with our policies, processes and legal requirements.
Work Saturday shifts with an offsetting flex day during regular work week (non-peak season) as well as mandatory overtime during peak season (January thru April) and during month end (last calendar working day of any month).
High speed internet connection with a minimum of 15mbps download speed.
Preferred:
Bachelor’s degree.
Experience having to interpret existing rules/guidelines and apply them appropriately to make decisions.
Experience reviewing contracts/legal documents with a strong attention to detail.
Customer Service experience in a call center environment.
Interaction with auto dealers in current or past role.
Training & Schedule Requirements:
Training: Time off is not permitted during the training period.
Monday - Friday 7:00 AM - 4:00 PM PST
Six weeks of virtual training will…