Account Solutions Representative

Credit Acceptance; Phoenix (AZ); On-site; USD 24,000 - 29,000; Full time

Benefits offered by this job

401(K) match

Adoption assistance

Parental leave

Tuition reimbursement

Medical/dental/vision insurance

Job summary

Credit Acceptance Corporation is seeking an Account Solutions Representative to help customers stay on the road to a better financial future. You will contact customers behind on car payments, propose solutions to bring accounts current, and work to cancel repossessions when appropriate.

This role focuses on compliant, respectful service over the phone, while collecting information, scheduling payments, and supporting requests.

Qualifications

• High School Diploma or GED required.
• Excellent phone etiquette and listening skills.
• Ability to explain financial concepts clearly.

Responsibilities

• Consistently contact customers behind on car payments.
• Work to bring accounts current and prevent further delinquencies.
• Assist customers with payment arrangements and information updates.
• Document conversations and customer details accurately.

Skills

Empathy and customer focus

Persuasion and negotiation

Communication skills

Problem solving

Resilience under pressure

Attention to detail

Multitasking

Teamwork

Active listening

Adaptability

Clarifying information

Documentation accuracy

Education

High School Diploma or GED

Tools

Outlook

Teams

Job description

At Credit Acceptance, we are building on the foundation of a successful business while investing in the future through technology, data, AI, and continuous improvement. As we continue to evolve, our Team Members play an active role in improving experiences, driving meaningful change, and shaping the future of our business. We foster an environment where people are empowered to contribute ideas, develop their careers, make an impact, and help lead our continued transformation.

Our Operations teams are at the heart of the dealer and customer experience, making a direct impact throughout the contract lifecycle. Team Members combine service, problem solving, and operational excellence to help customers navigate challenges, strengthen relationships, and create positive outcomes. Operations offers meaningful work, opportunities to grow your skills and career, and the chance to make a difference every day.

About this Position

You change lives by helping to keep the customer on the road to a better financial future. Your role as an Account Solutions Representative is to:

• Develop and propose solutions to assist the customer from becoming further past due and get them current, where possible.
• Develop and propose a solution to assist the customer to cancel or stop the vehicle repossession.

You help these customers by

• Consistently, efficiently, and lawfully contacting customers who are behind on their car payments.
• Professionally and respectfully work with customers to help them bring and keep their account current.
• Ensure the information, we depend on to contact these customers is up to date.
• Support additional customer service requests.

Outcomes & Activities

• Handle Phone Calls: You will spend a vast majority of your time signed on to our phone system to handle customer phone calls (Inbound and outbound)
• Bring Past Due Accounts Current and Cancel Repossessions: You will leverage our call model to assist in setting up promises that help to bring the customers’ account current and/or cancel repossessions based on their specific situation
• Provide Support: You will support customer requests, including processing one-time and recurring payments over the phone
• Update Contact Information: While speaking with customers you will work to identify additional contact or vehicle information
• Receive and Act Upon Feedback: You will need to be open to ongoing feedback aimed at improving performance

Knowledge & Skills

• Desire to help and believe in others when they encounter challenges in making their payments
• Personable and persuasive with our customers
• Comfortable negotiating, discussing sensitive financial issues, and providing solutions to customers
• Remain positive, professional, determined, calm and focused when faced with challenging situations
• Overcome objections to pay and develop creative solutions to help bring customers current
• Quick thinker, with an ability to understand and interpret information promptly and effectively
• Self-driven, motivated to help, and able to perform with minimal supervision in a team environment
• Receptive to ongoing feedback aimed at improving the performance of you and your team
• Speak clearly, professionally, and articulately on the telephone
• Talk and type at the same time (talking with customers while documenting relevant notes)
• Comfortable with repetitive tasks, sit and talk on the phone with a headset for the vast majority of the day
• Manage a flexible work schedule
• Identify basic computer components and assemble/troubleshoot company issued equipment by following both written and verbal instructions
• Operate company issued equipment, which may include a computer, headset, and camera
• Navigate within multiple computer programs simultaneously
• Knowledge of Microsoft Office products such as Outlook and Teams
• Document account notes clearly and efficiently
• Work independently and in a team environment

Requirements

• High School Diploma or GED
• High speed internet connection with a minimum of 15mbps download speed

Preferred

• Previous customer service and/or collection experience in a call center environment
• Experience in the finance or automotive industry
• Experience in any position where you had to demonstrate excellent customer support or persuasive skills

Training & Schedule Requirements

Training:

• Mandatory 5-week virtual training Monday through Friday 9am - 6pm MST starting on 1/4/2027

Schedule:

• Option 1: Monday: 12pm - 9pm, Tuesday: OFF, Wednesday: 6am - 3pm, Thursday: FLEX, Friday: FLEX, Saturday: OFF, Sunday: 6am - 3 pm
• Option 2: Monday: 6am - 3pm, Tuesday: 12pm - 9pm, Wednesday: OFF, Thursday: FLEX, Friday: FLEX, Saturday: 6am - 3pm, Sunday: OFF

Targeted Compensation

$17.75 - $20.85/hour based on experience, plus uncapped monthly bonus based on performance.

• The estimated average bonus target for this position is $700/month.
• Paid bi-weekly
• Annual hourly pay increase based on your performance

#zip #CACWEST

Benefits

• Excellent benefits package that includes 401(K) match, adoption assistance, parental leave, tuition reimbursement, comprehensive medical/ dental/vision and many nonstandard benefits that make us a Great Place to Work

Our Company Values

To be successful in this role, Team Members need to be:

• Positive by maintaining resiliency and focusing on solutions
• Respectful by collaborating and actively listening
• Insightful by cultivating innovation, accumulating business and role specific knowledge, demonstrating self-awareness and making quality decisions
• Direct by effectively communicating and conveying courage
• Earnest by taking accountability, applying feedback and effectively planning and priority setting

Expectations

• Remain compliant with our policies processes and legal guidelines
• All other duties as assigned
• Attendance as required by department

Advice

We understand that your career search may look different than others. Our hiring team wants to make sure that this would be a fit not just for us, but for you long term.

P.S

Required degrees must have been earned at institutions of Higher Education which are accredited by the Council for Higher Education Accreditation or equivalent.

Credit Acceptance is dedicated to providing an inclusive environment for all. We are proud of our Equal Opportunity Employer and value a culturally diverse workforce. We believe in ensuring all team members demonstrate mutual respect for one another. All qualified applicants will receive consideration for employment without regard to protected characteristics like age, race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.