Account Solutions Representative

This is a fully remote position, open to applicants in Michigan.

📋 Description

• Create and suggest strategies to assist customers in preventing further delinquency and to restore accounts to good standing when feasible.

• Design and recommend actions to halt or avoid vehicle repossession.

• Engage with customers who are overdue on car payments in a consistent, efficient, and lawful manner.

• Interact with customers in a professional and respectful manner to help maintain and restore account status.

• Ensure that customer contact details are accurate and up-to-date.

• Assist with additional customer service inquiries as needed.

• Manage primarily inbound and outbound calls through the telephone system.

• Establish payment agreements to assist in bringing accounts up to date or to prevent repossessions based on individual customer circumstances.

• Process both one-time and recurring payments over the phone.

• Gather additional contact or vehicle information as necessary.

• Receive and respond to ongoing performance evaluations.

• Participate in mandatory training sessions and adhere to one of the two flexible work schedules provided.

• Maintain compliance with company policies, procedures, and legal standards.

• Carry out other assigned tasks as needed.

• Adhere to departmental attendance standards.

⛳️ Requirements

• High School Diploma or GED.

• High-speed internet connection with a minimum download speed of 15mbps.

• Comfortable engaging in negotiations, addressing sensitive financial matters, and offering solutions to customers.

• Capable of overcoming payment objections and devising innovative solutions to assist customers in becoming current.

• Proficient in understanding and interpreting information quickly and effectively.

• Ability to work with minimal supervision within a team setting.

• Clear, professional, and articulate verbal communication skills over the phone.

• Ability to talk and type simultaneously while documenting relevant notes.

• Comfortable performing repetitive tasks and spending the majority of the day on the phone with a headset.

• Flexibility to manage a varied work schedule.

• Familiarity with basic computer components and capability to assemble/troubleshoot company-issued equipment.

• Proficient in operating company-issued devices, including computers, headsets, and cameras.

• Ability to navigate multiple software applications concurrently.

• Knowledge of Microsoft Office applications such as Outlook and Teams.

• Skill in documenting account notes clearly and efficiently.

• Ability to work independently as well as part of a team.

• Participation in mandatory five-week virtual training scheduled Monday through Friday, 8am–5pm EST, beginning on 1/11/2027.

• Previous experience in customer service and/or collections within a call center environment is preferred.

• Background in finance or the automotive industry is preferred.

• Proven track record of delivering exceptional customer support or persuasive communication skills is preferred.

🏝️ Benefits

• Uncapped monthly bonuses based on performance.

• Paid bi-weekly.

• Annual pay increase based on performance evaluations.

• 401(K) matching program.

• Adoption assistance.

• Parental leave policy.

• Tuition reimbursement program.

• Comprehensive medical, dental, and vision coverage.

• Additional nonstandard benefits.

• Virtual training provided.