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Recovery Customer Account Support Associate

Hyundai Capital America

Atlanta, Georgia

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JOB DETAILS
SKILLS
Analysis Skills, Automotive Industry, Automotive Repair and Maintenance, Call Centers, Career Development, Coaching, Communication Skills, Computer Skills, Contract Requirements, Credit and Collections, Customer Escalations, Customer Experience, Customer Satisfaction, Customer Support/Service, Dental Insurance, Disability Insurance, Establish Priorities, Fair Debt Collection Practices Act (FDCPA), Finance, Financial Services, High School Diploma, Insurance, Leaching, Life Insurance, Microsoft Excel, Microsoft Windows Operating System, Microsoft Word, Multitasking, Negotiation Skills, Organizational Skills, Presentation/Verbal Skills, Problem Solving Skills, Product/Service Launch, Quality Metrics, Resolve Customer Issues, Retail Leasing, Team Building, Time Management, Vision Plan, Writing Skills
LOCATION
Atlanta, Georgia
POSTED
Today
Description

Who We Are

Through our service brands Hyundai Motor Finance, Genesis Finance, and Kia Finance, Hyundai Capital America offers a wide range of financial products tailored to meet the needs of Hyundai, Genesis, and Kia customers and dealerships. We provide vehicle financing, leasing, subscription, and insurance solutions to over 3 million consumers and businesses. Embodying our commitment to grow, innovate, and diversify, we strive to reimagine the customer and dealer experience and launch innovative new products that broaden our market reach. We believe that success comes from within and are proud to support our team members through skill development and career advancement. Hyundai Capital America is an Equal Opportunity Employer committed to creating a diverse and inclusive culture for our workforce. We are a values-driven company dedicated to supporting both internal and external communities through volunteering, philanthropy, and the empowerment of our Employee Resource Groups. Together, we strive to be the leader in financing freedom of movement.

We Take Care of Our People

Along with competitive pay, as an employee of HCA, you are eligible for:

• Medical, dental, and vision plans with no-cost and low-cost options

• Annual employer HSA contribution

• 401(k) matching and immediate vesting

• Vehicle purchase and lease discounts, plus monthly vehicle allowances by job level:

o Associate / Sr. Associate: $350

o Manager / Sr. Manager: $600

o Director: $800

o Executive Director: $900

o VP or Above: $1,000

• 100% employer-paid life and disability insurance

• No-cost health and wellbeing programs, including a gym benefit

• Six weeks of paid parental leave

• Paid Volunteer Time Off, plus a company donation to a charity of your choice

What to Expect

The Recovery Customer Account Support Associate is responsible for providing specialized support for lease and retail accounts within the Recovery department, with a primary focus on managing escalated cases and resolving complex account issue maintaining customer satisfaction by addressing escalations promptly and efficiently. This role is expected to thoroughly investigate and analyze each case to provide effective solutions, ensuring resolutions align with the department's productivity and quality standards.

What You Will Do

1. Customer Dispute Escalation

• Engage in both inbound and outbound communication with customers to resolve account concerns, providing clear explanations, and setting appropriate expectations regarding contractual and financial obligations.

• Perform thorough follow-up, and research tasks to ensure effective problem resolution on accounts in recovery.

• Ensure customer issues, disputes, and inquiries are handled efficiently and within specified timelines.

• Properly document account information and input date in the appropriate systems

2. Complete daily work activities to meet operational requirements and goals.

Qualifications

What You Will Bring

• Minimum 2-4 years' experience in a collections call center environment with experience in recovering on deficiency accounts.

• Background in automotive financial services, specifically working prime auto paper is preferred

• High school graduate or GED equivalent required.

• Bachelor's degree preferred

• Proven track record with delivering seamless customer experiences.

• Ability to thrive in a performance coaching environment.

• Excellent organizational and problem-solving skills to handle various account types.

• Proven negotiation skills with ability to negotiate mutually beneficial arrangements with customer.

• Skip tracing skills - Ability to utilize various skip tracing tools (where applicable).

• Basic computer skills - Knowledge of Microsoft Windows including Word and Excel.

• Strong communication skills (Verbal and written) - Ability to clearly communicate thoughts and ideas to peers and customers.

• Excellent listening skills - Ability to listen and understand direction.

• Ability to multitask and work under pressure.

• Ability to prioritize tasks and effectively manage time to meet assigned deadlines.

• Knowledge of Fair Debt Collection Practices Act (FDCPA) and the Gramm-Leach-Bliley Act (GLB)

Work Environmen

About the Company

H

Hyundai Capital America

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