Account Solutions Representative

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.

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.

• 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.

• 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

• 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

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

Training:

• Mandatory 5-week virtual training Monday through Friday 8am - 5pm EST starting on 1/11/2027

Schedule:

• Option 1: Monday: 8am-5pm, Tuesday: OFF, Wednesday: 12pm-9pm, Thursday: FLEX, Friday: FLEX, Saturday: OFF Sunday: 8am - 5pm
• Option 2: Monday: 12pm-9pm, Tuesday: FLEX, Wednesday: OFF, Thursday: 8am-5pm, Friday: FLEX, Saturday: 8am-5pm Sunday: OFF

• 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

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

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