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Temporary - Associate, CARE (Irvine) - $18 per hour, potential temp to hire

Company: Hyundai Capital America
Location: Newport Beach
Posted on: June 8, 2021

Job Description:

Who We Are: Through our service brands Hyundai Motor Finance, Genesis Finance*, and Kia Motors Finance, we provide financial products tailored to meet the needs of Hyundai, Genesis, and Kia dealerships nationwide, including dealer inventory and facility financing. And, through these dealerships, we provide indirect vehicle financing and leasing solutions to over 1.7 million retail customers.

Employee Value Prop and Culture: Our employees contribute every day to a culture that is fast-paced, dynamic, energized, agile, and collaborative.

From our various engagement programs to the unique design of our offices, we strive to foster a connected, fun, positive and rewarding company culture where employees feel appreciated for their contributions, proud of their company, and thrive to be passionately invested in HCA's success.

Global One Company:

Many countries. One identity. Hyundai Capital has offices across the world, including China, Canada, the United Kingdom, Germany, Russia, Brazil and Korea. Our work environments are designed with specific themes in mind to achieve a consistent global identity that reflects our values: light, collaboration, elements of nature and symmetry.

General Summary:

The Associate, CARE is responsible for driving customer satisfaction and brand loyalty through the resolution of escalated concerns received through multiple channels. This involves researching concerns, identifying root cause, and communicating back to the customer to provide final resolution to the issue at hand. This position acts as an advocate for the customer, serving as a subject matter expert on our policies and procedures while utilizing all tools and relationships available to them to resolve complex escalated issues.

Duties and Responsibilities:

  1. Provide customers with resolution to escalated concerns received through multiple channels with a focus on retention and relationship building.

Process all indirect and direct credit disputes as well as debt validation requests received from customers. Research accounts to ensure credit information is reported accurately, updating the Credit Bureaus as needed and responding to customer correspondence with the results of the investigation.

Provide feedback on complaints and credit disputes and identify opportunities to drive operational and performance improvements across the company.

Assist as needed with various Servicing functions including but not limited to mailroom (in office), Service Requests, Payment Processing, various Servicing inboxes, etc.

  1. Assist in identifying process improvements to positively impact the customer experience. Collaborate with leadership, Training and QA teams to recommend potential coaching opportunities or policy changes to improve customer satisfaction.

  2. Report trends and/or service issues to the leadership team.

  3. Actively participate in coaching and development sessions/trainings to enhance individual performance and overall department/team performance.

  4. Perform all other duties as assigned.

Knowledge and Skills:

  • Excellent oral and written communication skills coupled with the ability to exercise good judgment and discretion
  • A proven ability to effectively resolve customer concerns
  • 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 tasks
  • High School graduate required. Bachelor's degree preferred.
  • Minimum 3 years automotive or general finance experience.
  • Prior Customer Service experience in a role responsible for escalations.
  • Minimum 5 years Customer Service experience preferred.
  • Previous experience processing Credit Disputes preferred.

Physical Requirements and Working Condition:

Employees in this class are subject to extended periods of sitting, standing and walking, vision to monitor and moderate noise levels. Work is performed in an office environment.

Keywords: Hyundai Capital America, Newport Beach , Temporary - Associate, CARE (Irvine) - $18 per hour, potential temp to hire, Other , Newport Beach, California

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