Dispute Resolution Associate

Hyundai Capital•Atlanta, GA

About The Position

Through our service brands Hyundai Motor Finance, Genesis Finance, and Kia Finance, Hyundai Capital America offers a wide range of financial products tailored to meet the needs of Hyundai, Genesis, and Kia customers and dealerships. We provide vehicle financing, leasing, subscription, and insurance solutions to over 2 million consumers and businesses. Embodying our commitment to grow, innovate, and diversify, we strive to reimagine the customer and dealer experience and launch innovative new products that broaden our market reach. We believe that success comes from within and are proud to support our team members through skill development and career advancement. Hyundai Capital America is an Equal Opportunity Employer committed to creating a diverse and inclusive culture for our workforce. We are a values-driven company dedicated to supporting both internal and external communities through volunteering, philanthropy, and the empowerment of our Employee Resource Groups. Together, we strive to be the leader in financing freedom of movement. We Take Care of Our People Along with competitive pay, as an employee of HCA, you are eligible for the following benefits: · Medical, Dental and Vision plans that include no-cost and low-cost plan options · Immediate 401(k) matching and vesting · Vehicle purchase and lease discounts plus monthly vehicle allowances · Paid Volunteer Time Off with company donation to a charity of your choice · Tuition reimbursement What to Expect 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

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
Must have a proactive approach to responsibilities and the ability to organize and prioritize multiple task

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.