Recovery Customer Account Support Associate

Hyundai Capital•Plano, TX

6d•Hybrid

About The Position

The Recovery Customer Account Support Associate is responsible for providing specialized support for lease and retail accounts within the Recovery department, with a primary focus on managing escalated cases and resolving complex account issue maintaining customer satisfaction by addressing escalations promptly and efficiently. This role is expected to thoroughly investigate and analyze each case to provide effective solutions, ensuring resolutions align with the department’s productivity and quality standards.

Requirements

Minimum 2-4 years’ experience in a collections call center environment with experience in recovering on deficiency accounts.
Background in automotive financial services, specifically working prime auto paper is preferred
High school graduate or GED equivalent required.
Bachelor’s degree preferred
Proven track record with delivering seamless customer experiences.
Ability to thrive in a performance coaching environment.
Excellent organizational and problem-solving skills to handle various account types.
Proven negotiation skills with ability to negotiate mutually beneficial arrangements with customer.
Skip tracing skills - Ability to utilize various skip tracing tools (where applicable).
Basic computer skills - Knowledge of Microsoft Windows including Word and Excel.
Strong communication skills (Verbal and written) - Ability to clearly communicate thoughts and ideas to peers and customers.
Excellent listening skills - Ability to listen and understand direction.
Ability to multitask and work under pressure.
Ability to prioritize tasks and effectively manage time to meet assigned deadlines.
Knowledge of Fair Debt Collection Practices Act (FDCPA) and the Gramm-Leach-Bliley Act (GLB)

Nice To Haves

Background in automotive financial services, specifically working prime auto paper is preferred
Bachelor’s degree preferred

Responsibilities

Customer Dispute Escalation
Engage in both inbound and outbound communication with customers to resolve account concerns, providing clear explanations, and setting appropriate expectations regarding contractual and financial obligations.
Perform thorough follow-up, and research tasks to ensure effective problem resolution on accounts in recovery.
Ensure customer issues, disputes, and inquiries are handled efficiently and within specified timelines.
Properly document account information and input date in the appropriate systems
Complete daily work activities to meet operational requirements and goals.

Benefits

Medical, dental, and vision plans with no-cost and low-cost options
Annual employer HSA contribution
401(k) matching and immediate vesting
Vehicle purchase and lease discounts, plus monthly vehicle allowances by job level:
Associate / Sr. Associate: $350
Manager / Sr. Manager: $600
Director: $800
Executive Director: $900
VP or Above: $1,000
100%25 employer-paid life and disability insurance
No-cost health and wellbeing programs, including a gym benefit
Six weeks of paid parental leave
Paid Volunteer Time Off, plus a company donation to a charity of your choice