Customer Experience Communication Associate

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 2 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 the following benefits:

· Medical, Dental and Vision plans that include no-cost and low-cost plan options

· Immediate 401(k) matching and vesting

· Vehicle purchase and lease discounts plus monthly vehicle allowances

· Paid Volunteer Time Off with company donation to a charity of your choice

· Tuition reimbursement

What to Expect

The Customer Experience Communication Associate supports the company's customer experience strategy by ensuring all customer facing content from letters, emails, digital messages, and "how to" videos deliver a consistent, empathetic and engaging brand voice that enhances the overall customer experience. This role will partner with cross-functional stakeholders to ensure message alignment and consistency across communication channels.

What You Will Do

1.     Customer Communication Management\: Review, draft and edit customer communications, (emails, letters, digital messages), ensuring they are clear, consistent, and customer friendly and enhance customer satisfaction, retention, and brand loyalty.

2.     Digital & Video Content Creation\: Plan, script, and produce "how-to" videos utilizing storytelling and video creation tools to simplify complex topics and enhance customer understanding of basic tasks (e.g., how to make an online payment).

3.     Social Media Monitoring (Brandwatch)\: Gather customer feedback and sentiment trends from social media platforms (e.g., Facebook, X/Twitter, LinkedIN, Reddit) using Brandwatch tool.  Summarize findings and share key insights with stakeholders to enhance customer experience.

4.     Cross-Functional Collaboration\: Partner with internal stakeholders (Legal, Compliance, Marketing, Operations) to coordinate updates, obtain approvals to ensure aligned messaging, smooth implementation of new communication initiatives and consistency across communication channels.

5.     Reporting & Documentation: Maintain a log of all updated communications, track communication performance metrics, present actionable insights to leadership and assist in reporting improvements.

What You Will Bring

· Minimum 2-4 years' related experience in customer communication processes, communication material and customer feedback analysis and  reporting.

· Hands-on experience creating videos (tutorials, explainers, or training videos),

· Experience using social listening tool Brandwatch

· Bachelor's degree in business, communications or related field; or equivalent work experience.

· Training or certification in UX writing, or video editing a plus.

· Exceptional writing and editing skills, with a strong grasp of tone, clarity, and empathy.

· Proficiency in video editing tools (Adobe Premiere Pro, After Effects)

· Understanding of brand voice, tone, and customer experience principles.

· Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint) and customer relationship management (CRM) software.

· Ability to handle multiple tasks and prioritize effectively in a fast-paced environment.

· Strong attention to detail with a customer-centric approach.

Work Environment

Employees in this class are subject to extended periods of sitting, standing, and walking, vision to monitor and moderate noise levels. Work is performed in an at home and office environment.

The posted salary range for this job takes into account the wide range of factors that are considered in making compensation decisions including but not limited to skill sets; experience and training; licensure and certifications; geographic location, and other business and organizational needs. Successful candidates may be hired anywhere in the salary range based on these factors. It is uncommon to hire candidates at or near the top of the range.

California Privacy Notice

This notice only applies to our applicants who reside in the State of California.

The latest version of our Privacy Policy can be found here. This Privacy Policy provides you with notice, at or before the point of collection, about the categories of personal information to be collected from you, the purposes for which your personal information is collected or used, and whether that information is sold or shared, so that you can exercise meaningful control over our use of your personal information. We are providing this notice to comply with the California Consumer Privacy Act of 2018, as amended as amended by the California Privacy Rights Act of 2020 ("CCPA"). 

If you have any questions about CCPA regarding California residents or HCA team members, please contact the Privacy Team