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
Employee Value Prop and Culture: Our employees contribute every
day to a culture that is fast-paced, dynamic, energized, agile, and
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
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:
- Provide customers with resolution to escalated concerns
received through multiple channels with a focus on retention and
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.
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.
Report trends and/or service issues to the leadership team.
Actively participate in coaching and development
sessions/trainings to enhance individual performance and overall
- 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
- Knowledge of HCA servicing products, processes and procedures
- Must have a proactive approach to responsibilities and the
ability to organize and prioritize multiple tasks
- High School graduate required. Bachelor's degree
- Minimum 3 years automotive or general finance experience.
- Prior Customer Service experience in a role responsible for
- 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.