Dispute Resolution Associate

Hyundai Capital America•Atlanta, GA

About The Position

The Associate, Dispute Resolution is responsible with providing customers resolution to escalated credit disputes and debt validation requests received through multiple channels. This involves researching concerns, identifying root cause, and communicating back to the customer and applicable entities to provide final resolution to the issue at hand. This position requires investigating and responding to customers or third-party inquiries while identifying opportunities to drive operational and performance improvements. The position may require assistance across various servicing functions including but not limited to the Mailroom, Payment Processing and other departments as necessary to meet the needs of the business. All positions within the Operations Division are expected to collaborate cross-divisionally to achieve a seamless customer experience.

Requirements

Minimum 3 years automotive or general finance experience
Prior Customer Service experience in a role responsible for escalations
High School graduate required
Excellent oral and written communication skills coupled with the ability to exercise good judgment and discretion
A proven ability to effectively resolve customer concerns
Must have a proactive approach to responsibilities and the ability to organize and prioritize multiple task

Nice To Haves

Minimum 5 years Customer Service experience preferred
Bachelor’s degree preferred
Knowledge of Credit Reporting and the Fair Credit Reporting Act is preferred
Knowledge of HCA servicing products, processes and procedures is preferred

Responsibilities

Provide customers with resolution to escalated credit disputes and debt validation requests received through multiple channels with a focus on retention and relationship building.
Research accounts to ensure credit information is reported accurately and responding to customer and 3rd party correspondence with the results of the investigation.
Identify opportunities to drive operational and performance improvements across the department and company.
Assist as needed with various Servicing functions by working with departments/teams to solve intricate problems driving excellence in customer service while mitigating business risk.
Work individually and as a team to ensure process flow and productivity SLA’s are met.
Assist in identifying process improvements that positively impact the customer experience. Collaborate with leadership, Training and QA teams to recommend potential coaching opportunities or policy changes to improve customer satisfaction.
Report trends and/or service issues to the leadership tea
Performance Coaching: Actively participate in coaching and development sessions/trainings to enhance individual performance and overall department/team performance.
Perform all other duties as assigned.