Account Solutions Representative
About The Position
The Account Solutions Representative helps customers who are behind on car payments find ways to get their accounts current and, where possible, prevent or cancel vehicle repossessions. The role involves contacting customers consistently, efficiently, and lawfully; working with them professionally and respectfully; keeping their contact information up to date; and handling additional customer service requests. Most of the workday is spent handling inbound and outbound calls through the company phone system. Representatives use a call model to set up promises tailored to each customer’s situation, process one-time and recurring payments over the phone, identify additional contact or vehicle information, document account notes, and respond to customer requests. Representatives are expected to receive and apply ongoing feedback, follow company policies and legal guidelines, and perform other assigned duties. The position is remote and requires a high-speed internet connection with at least 15 Mbps download speed. It includes mandatory five-week virtual training, Monday through Friday, 8 a.m.–5 p.m. EST, starting January 11, 2027. After training, employees follow one of two schedules, each including scheduled shifts and flexible (FLEX) days. Compensation is $17.75–$20.85 per hour based on experience, plus an uncapped monthly performance bonus; the estimated average bonus target is $700 per month. Pay is biweekly, with annual hourly pay increases based on performance.
Requirements
- High school diploma or GED.
- High-speed internet connection with a minimum download speed of 15 Mbps.
- Ability to communicate clearly, professionally, and articulately by telephone.
- Ability to talk and type simultaneously while documenting relevant notes.
- Ability to handle repetitive tasks and spend most of the day seated, talking on the phone with a headset.
- Ability to negotiate sensitive financial matters, overcome payment objections, and develop solutions for customers.
- Ability to remain positive, professional, determined, calm, and focused in challenging situations.
- Ability to think quickly and understand and interpret information promptly and effectively.
- Self-motivation and ability to work with minimal supervision in a team environment.
- Receptiveness to ongoing feedback.
- Ability to manage a flexible work schedule.
- Ability to identify basic computer components and assemble or troubleshoot company-issued equipment using written and verbal instructions.
- Ability to operate company-issued equipment, which may include a computer, headset, and camera.
- Ability to navigate multiple computer programs simultaneously.
- Knowledge of Microsoft Office products such as Outlook and Teams.
- Ability to work independently and in a team environment.
- Required degrees must be from institutions accredited by the Council for Higher Education Accreditation or an equivalent accrediting body.
Nice To Haves
- Previous customer service and/or collections experience in a call center environment.
- Experience in the finance or automotive industry.
- Experience in a role requiring excellent customer support or persuasive skills.
Responsibilities
- Handle inbound and outbound customer phone calls for most of the workday.
- Develop and propose solutions to help customers avoid becoming further past due and bring accounts current where possible.
- Set up promises based on customers’ specific situations to help bring accounts current and/or cancel repossessions.
- Work professionally and respectfully with customers, including discussing sensitive financial issues and overcoming objections to payment.
- Support customer service requests, including processing one-time and recurring payments over the phone.
- Identify and update customer contact and vehicle information.
- Document account notes clearly and efficiently while speaking with customers.
- Receive and act on ongoing feedback to improve individual and team performance.
- Follow company policies, processes, and legal guidelines; perform other duties as assigned.
- Meet department attendance requirements.
Benefits
- 401(k) match
- Adoption assistance
- Parental leave
- Tuition reimbursement
- Comprehensive medical insurance
- Dental insurance
- Vision insurance
- Nonstandard benefits (not specified)
- Uncapped monthly performance bonus
- Biweekly pay
- Annual hourly pay increase based on performance
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
