Customer Service Rep - Collections

Ford Motor•Franklin, TN

9d•Hybrid

About The Position

We are the movers of the world and the makers of the future. We get up every day, roll up our sleeves and build a better world -- together. At Ford, we’re all a part of something bigger than ourselves. Are you ready to change the way the world moves? The Ford Motor Credit Company team helps put people behind the wheels of great Ford and Lincoln vehicles. By partnering with dealerships, we provide financing, personalized service and professional expertise to thousands of dealers and millions of customers in over one hundred countries around the world. In this position... We are looking for collection representatives who will be responsible for taking inbound and making outbound customer phone calls to Ford Credit customers, dealers, insurance companies, or other third parties while maintaining high levels of customer satisfaction in a call center environment. Representatives will navigate multiple systems to resolve many and varied phone calls related to vehicle financing or leasing. The primary focus of a Customer Service Representative is to build customer relationships and brand advocates by servicing customers with honesty, expertise, and care.

Requirements

High School Diploma or equivalent combination of relevant education and experience.
Strong communication and organizational skills (oral and written).
Sales and negotiation skills to get commitments from customers.
Strong time management and follow-up skills.
Experience in automotive finance industries.
Proficiency PC and typing skills, i.e. Excel and Word
Initiative and ability to multi-task and problem-solve independently.
Independent and logical thinking to make fact-based decisions.
Interpersonal skills to work successfully in a large group.
Integrity, dependability, self-motivation, and drive to learn and improve.
Able to work a 40-hour work week plus overtime.
Must be available to work a flexible schedule Monday-Friday which will include some evenings, holidays, and Saturdays.
Shift range: Monday – Thursday: 8-hour shift, ranging from 8am - 8pm CST Friday: 8-hour shift, ranging from 8am - 5pm CST Saturday: 4-hour shift, ranging from 8am – 12pm CST

Nice To Haves

2+ years of Collections experience
You may not check every box, or your experience may look a little different from what we've outlined, but if you think you can bring value to Ford Motor Company, we encourage you to apply!

Responsibilities

Provide account support to identify solutions for customers with payment delinquencies.
Perform skip-tracing and collection duties to determine customer contact information and make account payments current.
Navigate through a variety of system applications while speaking with customers directly.
Display strong communication, analytical, and problem-solving skills to find solutions to bring accounts current.
Always remain empathetic and emotionally resilient when determining the best solution for the customer and Ford Credit.
Always maintain a professional demeanor (i.e., attendance, promptness, focus upon job and tasks, always working and contributing)
Show team spirit by respecting the needs of others, offering to help, and having flexibility by joining in team efforts to work during our busiest times (near the holidays, etc.).

Benefits

As an established global company, we offer the benefit of choice. You can choose what your Ford future will look like: will your story span the globe, or keep you close to home? Will your career be a deep dive into what you love, or a series of new teams and new skills? Will you be a leader, a changemaker, a technical expert, a culture builder…or all of the above? No matter what you choose, we offer a work life that works for you, including:
Immediate medical, dental, vision and prescription drug coverage
Flexible family care days, paid parental leave, new parent ramp-up programs, subsidized back-up child care and more
Family building benefits including adoption and surrogacy expense reimbursement, fertility treatments, and more
Vehicle discount program for employees and family members and management leases
Tuition assistance
Established and active employee resource groups
Paid time off for individual and team community service
A generous schedule of paid holidays, including the week between Christmas and New Year’s Day
Paid time off and the option to purchase additional vacation time.
For more information on salary and benefits, click here: https://fordcareers.co/GSRSP1
This position is a range of salary grades SG3-SG4 .