Account Solutions Representative
About The Position
Credit Acceptance is seeking an Account Solutions Representative to help customers address overdue car payments and work toward a better financial future. The role focuses on proposing solutions to help customers avoid becoming further past due, bring accounts current where possible, and stop or cancel vehicle repossessions. Representatives contact customers who are behind on payments, work professionally and respectfully with them, keep contact information current, and support 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 payment promises based on customers’ circumstances, process one-time and recurring payments over the phone, gather additional contact or vehicle information, and document account notes. The role also requires receptiveness to ongoing performance feedback and compliance with company policies, processes, and legal guidelines. The position includes mandatory five-week virtual training, Monday through Friday from 8 a.m. to 5 p.m. EST, beginning January 11, 2027. After training, employees choose between two schedules that include weekday and weekend shifts, flexible shifts, and a weekday off. The role is remote and requires high-speed internet with at least 15 Mbps download speed.
Requirements
- High School Diploma or GED.
- High-speed internet connection with a minimum download speed of 15 Mbps.
- Ability to discuss sensitive financial issues, negotiate, overcome objections, and develop solutions with customers.
- Ability to remain positive, professional, determined, calm, and focused in challenging situations.
- Ability to communicate clearly and professionally by telephone and talk and type simultaneously.
- Comfort with repetitive tasks and sitting while talking on a headset for most of the workday.
- 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 with minimal supervision.
- Openness to ongoing feedback.
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 position requiring excellent customer support or persuasive skills.
Responsibilities
- Contact customers who are behind on car payments consistently, efficiently, professionally, and lawfully.
- Develop and propose solutions to help customers avoid becoming further past due and bring their accounts current where possible.
- Develop and propose solutions to help customers cancel or stop vehicle repossessions.
- Handle inbound and outbound customer calls through the company phone system.
- Use the call model to set up payment promises based on customers’ specific situations.
- Support customer requests, including processing one-time and recurring payments over the phone.
- Identify and update additional customer contact or vehicle information.
- Document account notes clearly and efficiently while speaking with customers.
- Receive and act on ongoing feedback aimed at improving individual and team performance.
- Remain compliant with company policies, processes, and legal guidelines; perform other assigned duties and meet department attendance requirements.
Benefits
- 401(k) match
- Adoption assistance
- Parental leave
- Tuition reimbursement
- Comprehensive medical, dental, and vision coverage
- Additional nonstandard benefits
- Uncapped monthly performance-based bonus; estimated average bonus target of $700 per month
- Annual hourly pay increase based on performance
- Paid bi-weekly
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
