Our Operations teams work with our consumers to promote great service, encourage them to bring their accounts current and resolve escalated issues. Team Members specialize in various segments of the contract life cycle to achieve the highest levels of performance. We are committed to providing career growth opportunities to our Team Members and we are proud of our record of promoting from within. Our flexible schedules, casual work environment and culture of having fun make this a Great Place to Work!
- NOTE: This position will work from home. At a future date, occasional planned travel to an office location may be required or, if local to one of our offices, an office work location may be assigned.
- - Contracts Funded per Hour. Quality
- - Contract Review Error Rate. Quality
- - Dealer Phone Call Quality (CLEAR). Quality
- - Verification Phone Call Quality.
- Review, validate and verify information through document review, internet searches and phone calls.
- Resolve and document dealer inquiries not related to the funding process.
- Keep the dealer’s pipeline open by managing any license, title, audit and inventory issues.
- Welcome and onboard new dealers by offering initial funding assistance.
- Be Diligent: Hard working, Conscientious, Sense of Urgency
- Be Effective: Clear Communicator, Autonomous, Organized, Productive
- Validate....information clearly and intuitively, protects all stakeholders
- Educate: Identify and close knowledge gaps with all stakeholders
- Listen....actively, understand DP's situation
- You need to Own... performance outcomes, improvement actions, attitude.
- Be Promotes...delivers superior Customer Service
- Core Product (CA Program)
- Secondary Products (Ancillary, Inventory, Bureaus)
- Enrollment Process
- CAPS Expert (Dealer Profile & Steps 1-6)
- Key Operating Systems
- Know Dealers (People, Process, Inventory and Groups and Affiliations)
- Dealer Reporting
- Dealer Ratings
- Compliance Knowledge:
- Funding Process
- Funding & Legal Policies
- Servicing Policies and Process
- Dealer Compliance Audit Process
- Fluency in spoken and written Spanish
- Experience using Excel and Word
- Speak clearly, professionally and articulately on the telephone
- Document records clearly and efficiently
- Learn quickly and apply knowledge learned
- Be proficient in Microsoft Word, Excel and Outlook
- Handle difficult conversations professionally
- Be self-motivated and demonstrate urgency and initiative
- Effectively work independently in a fast-paced environment
- Work Saturday shifts with an offsetting flex day during regular work week (non-peak season) as well as mandatory overtime during peak season (January thru April) and during month end closes (last calendar working day of any month)
- High speed internet connection with a minimum of 15mbps download speed
- Bachelor’s degree
- Experience having to interpret existing rules/guidelines and apply them appropriately to make decisions
- Experience reviewing contracts/legal documents with a strong attention to detail
- Customer Service experience in a call center environment
- Ability to type at least 35 WPM
- Interaction with auto dealers in current or past role
- Monday through Friday 9am - 6pm CST
- Virtual Training will be conducted beginning Monday, April 15th
- Monday-Friday 8am-7pm CST, working every other Saturday 8am-6pm CST
- Monday-Friday 8am-8pm CST, working every other Saturday 8am-6pm CST
- Monday-Friday 9am-8pm CST, working every other Saturday 9am-7pm CST
- Monday-Friday 9am-10pm CST, working every other Saturday 9am-8pm CST
- 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
- 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
- Remain compliant with our policies processes and legal guidelines
- All other duties as assigned
- Attendance as required by department
P.S.