Customer Care Representative

2 weeks ago

Cypress, United States American Honda Motor Full time

AHFC’s Service Centers fuel the growth of the company by providing financing for Honda and Acura products. Each Service Center has distinct functions to service our customers and dealers including credit, collections, and customer service. The center will have more than 300 employees working across the various functions. 

Pay Range: $41,000.00 to $64,400.00

Pay will be based on several variables that include, but not limited to geographic location, work experience, education, etc.

Customer Service
You will be responsible for taking incoming calls from customers and placing outgoing calls as necessary for follow-up or to provide additional customer assistance. You will answer questions and resolve concerns on topics ranging from simple, such as missing statements, to complex, including dealing with the total loss of a vehicle. With every interaction, you will maintain a service-oriented mindset to meet your mission of creating a positive customer experience and AHFCs goal of providing service excellence. You will:

Invest the majority of your time taking incoming calls from customers and placing outgoing calls, including:

•         Answering a high volume of calls, responding to customers’ questions and resolving their concerns

o    Following call pattern guidelines and achieving customer satisfaction measures

o    Providing accurate information regarding customers’ accounts

o    Clearly explaining applicable processes or procedures related to the customers’ situation

o    Maintaining an enthusiastic and positive attitude and serving as a productive member of the department

The remainder of your time will be spent providing account research and information, including:

•         Fulfilling customer service support requests, such as correspondence, titles, tickets and other administrative tasks

•         Meeting service level expectations 

•         Following federal and state laws regarding account servicing

o    Comply with established procedures and policies for account servicing

o    Protect consumer privacy, financial, and personal information

Customer Accounts
You will make outbound calls to and take inbound calls from customers who are past due on payments. These are soft collections, typically for customers who are 1 to 59 days past due. (Note, experienced reps may also work on accounts that are 60 days past due). Your goal is to work with customers, helping them make payment arrangements to become current on their accounts and retain their vehicles. The volume is high, and youll have the advantage of the auto-dialer for many calls. Specifically, you will:

Invest the majority of your time contacting customers who are delinquent on their payments, including:

  •          Handling a high volume of outbound and inbound dialer collection phone calls
  •          Establishing contact with customers whose delinquent accounts are not handled by the dialer
  •          Understanding the customer’s situation and identifying the factors that are contributing to the account delinquency
  •          Educating the customer on their options and negotiating payment arrangements
  •          Taking payments over the phone if the customer is prepared to pay
  •          Demonstrating professionalism throughout your communications with the customer
  • The remainder of your time will be spent improving the effectiveness and efficiency of collection activities, including:
  •          Researching customer information using skip tracing tools and techniques to improve success in contacting the customer
  •          Identifying high-risk accounts (such as first payment default) for additional collection activity
  •          Processing requests and resolving follow-up items relating to collection accounts and activities
  •          Demonstrating subject matter expertise and following federal and state laws regarding collection activities and account servicing
  •          Protecting consumer privacy, financial, and personal information

Funding
You will be responsible for funding retail and lease contracts. Contracts are generated at the dealerships as either paper contracts, which pass through scanning and validation facilities before reaching you, or iContracts (the majority) which come directly to you through a proprietary software system, often while customers are still at the dealership.  With every interaction, whether external (dealers) or internal (funders, leadership, buyers, dealer relations managers, etc.) you will maintain a service-oriented mindset to meet your mission and AHFCs goal of providing service excellence to dealers and customers alike. Specific tasks will include:

•         Funding retail and lease contracts and ensuring compliance and risk management by:

o    Reviewing submissions in the queue

o    Ensuring that the customer and contract information is accurately recorded in the system

o    Following up for corrections to contracts or missing documentation

o    Routing exceptions for next level approval

o    Handling incoming and outbound calls daily

•         Performing associated servicing functions, including:

o    Providing accurate information regarding contract funding status, responding to and resolving dealer inquiries

o    Clearly explaining applicable processes or procedures to the dealers

o    Supporting dealers using our proprietary submission system by assisting with basic troubleshooting

•         Processing a high volume of new account originations 

• Determiningif the accuracy and completeness of submitted contracts meet all requirements to book the contract

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