Customer Care Representative (Alpharetta, GA)
Company: Honda Motors
Location: Alpharetta
Posted on: January 19, 2023
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Job Description:
American Honda Finance Corp (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 Alpharetta center will have more than 300 employees
working across the various functions. Customer ServiceYou 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
AHFC's 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 Following call pattern guidelines and achieving customer
satisfaction measuresProviding accurate information regarding
customers' accountsClearly explaining applicable processes or
procedures related to the customers' situationMaintaining 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 Comply with established procedures and policies for
account servicingProtect consumer privacy, financial, and personal
information Customer AccountsYou 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 you'll
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 customerThe 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
informationFundingYou 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 AHFC's 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: Reviewing submissions
in the queueEnsuring that the customer and contract information is
accurately recorded in the systemFollowing up for corrections to
contracts or missing documentationRouting exceptions for next level
approvalHandling incoming and outbound calls daily Performing
associated servicing functions, including: Providing accurate
information regarding contract funding status, responding to and
resolving dealer inquiriesClearly explaining applicable processes
or procedures to the dealersSupporting dealers using our
proprietary submission system by assisting with basic
troubleshooting Processing a high volume of new account
originations Determining if the accuracy and completeness of
submitted contracts meet all requirements to book the
contractQualifications To meet the basic qualification for this
role, you will have legal authorization to work permanently in the
United States for any employer without requiring a visa transfer or
visa sponsorship. In addition, to be a good fit for the Customer
Care Representative opportunity, you will have: A high school
diploma or equivalent; an associate or bachelor's degree is
preferred Customer service or collections experience is preferred;
contact center experience is a plus. We're also open to new
graduates and customer-oriented people interested in a service
position A strong customer service mindset Demonstrated ability to
work well within teams Excellent interpersonal skills with the
ability to communicate clearly and concisely verbally and in
writing Strong keyboarding and multitasking skills; the ability to
talk and type simultaneously The ability to analyze situations and
develop creative solutions Solid organizational skills with
attention to detail Proficiency with Microsoft Office programs and
the ability to learn new systems Reliability, flexibility,
coachable Bilingual, English/Spanish preferredHours will vary
depending on the team for which you are hired. If you are hired for
Customer Service or Funding, you will work Monday-Friday from 8-5,
with occasional overtime opportunities based on business demands.
Customer Accounts works a rotating schedule including three days
(Monday-Friday) from 8-5 and two days from 11-8, with a half-day
every other Saturday. Saturday work is overtime.We are an essential
business and will expect you to work in the office. We're taking
precautions to protect the health and safety of all associates
working in the office. These include: Practicing social distancing
to the greatest extent possible Requiring the use of face coverings
and providing face masks for anyone at Honda's facilities Requiring
fever scans and not allowing anyone with a temperature of 100 - F
or above to enter a Honda facility Mandatory screening questions
for symptoms of COVID-19 Providing access to facilities with soap
and water or with hand sanitizer that contains at least 60% alcohol
Restricting access to our facilities to only essential visitors
Implementing a detailed contact tracing process for each confirmed
case of the virus Following a cleaning and disinfection protocol
based on CDC, state and local guidelinesWhy Join Us?Professional
Development & Career GrowthAn important element of our success is
our commitment to helping employees in professional and career
growth. At AHFC, you are able to drive your career the way you want
to go, and we hire with an eye to the future. In Irving, the
Central Service Center is co-located with the National Servicing
Center, providing additional opportunities.Career OptionsIn the new
Service Centers, all of AHFC's key functions will be in one
location. That means you can take your career in a number of
directions without having the relocate. And, there are tenured
people on hand to support and mentor you.Great EnvironmentBeing a
Honda associate means collaborating as a team, while never
forgetting that true teamwork requires respect for the individual.
We believe the smartest ideas should always triumph, no matter
whose they are.The Power of DreamsAt Honda, we are dedicated to
being a company that society wants to exist. We believe in The
Power of Dreams. As Founder Soichiro Honda said: "Action without
philosophy is a lethal weapon; philosophy without action is
worthless." This philosophy drives us to create intelligent
products and solutions that enhance mobility and increase the joy
in people's lives.Excellent CompensationIn addition to competitive
compensation, we offer a comprehensive benefits package that
includes a 401(k) match; medical, dental, and vision plans; and
much more. In addition, you can take advantage of great prices with
our associate lease plans.Road to Success (Characteristics that
will enable you to stand out)To find success as a customer care
representative, you will use your interpersonal finesse, including
tact and diplomacy, to build rapport and support diverse
stakeholders and personalities. You must be very comfortable
working on the phone all day, clearly communicating and maintaining
a friendly and helpful persona as you: Field a high volume of calls
Work to understand customers' needs and provide them with clear and
accurate information Understand and follow the procedures required
in your focus areaIn addition, to be an outstanding Customer Care
Representative, you will: Take a proactive approach to getting up
to speed quickly Demonstrate a strong work ethic, reliability,
including punctuality and attendance, and integrity Work
independently and as a strong team member Consistently meet goal
and quality expectations Bring a sense of ownership and a results
orientation to your role; consistently meet and exceed goals Adopt
the mindset that everyone you interact with, internally and
externally, is a customer Ask questions as needed to learn and
develop
Keywords: Honda Motors, Alpharetta , Customer Care Representative (Alpharetta, GA), Other , Alpharetta, Georgia
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