TITLE: Customer Care Specialist

LOCATION: Remote

REPORTS TO: Supervisor, Customer Success 

KEY RELATIONSHIPS AND TEAM: The Customer Care Specialist will work collaboratively and directly with the operational team and fellow Customer Care Specialist team members along with communicating regularly with lenders and aftermarket product providers in the automotive industry. 

THE OPPORTUNITY: As a Customer Care Specialist, you will be responsible for collecting consumer refund quote information from aftermarket product providers on behalf of lenders, playing a pivotal role in facilitating the refund process and ensuring timely resolution for customers who are eligible for automotive product refunds after an auto loan is terminated. This position will be hybrid, with approximately 4 days working in office and 1 day remote in the Atlanta, GA area. 

Specifically, the Customer Care Specialist will have responsibility to:

• Initiate outbound communication to insurance, extended warranty, and service contract providers to obtain quotes accurately and timely while maintaining the highest level of productivity.
• Effectively communicate the purpose of the call and gather necessary information related to refund eligibility and amounts.
• Build and maintain effective relationships with providers by providing an elevated level of communication and listening skills, facilitating cooperative and productive interactions.
• Ensure a positive lender experience by accurately and efficiently entering their account data into the system.
• Maintain daily, weekly, and monthly quotas to meet established service level agreements (SLAs).
• Collect and input refund quotes provided by the providers, ensuring accuracy and completeness of information with little to no errors or rework required. 
• Maintain accurate and timely reconciliation between company systems.
• Confirm accuracy of quote data to complete the quote process.
• Other duties as assigned.

Professional Qualifications: 

The following knowledge, skills, education, and experiences are required:

• HS Diploma or GED
• 1 year of call center experience
• Ability to learn and navigate technology-based systems
• Ability to think critically and problem-solve
• Excellent communication skills.
• Excellent verbal and written communication skills
• Excellent interpersonal skills
• Excellent organizational skills and attention to detail
• Excellent time management skills and ability to manage high-volume workloads, with a proven ability to coordinate, prioritize tasks, and meet deadlines
• Self-motivated and able to function well in a high-paced and at times stressful environment
• Ability to work in a team environment 

The following knowledge, skills, and experiences are preferred, but not required:

• Outbound call center experience preferred.
• Automotive industry experience 
• Previous collections and/or insurance experience
• Experience with SalesForce

Why Consider Joining FIS now?

• The business is poised for accelerated growth
• The company's story is one of protecting financial institutions and consumers alike with respect to F&I products

 The following behaviors are required:

• Attitude – has a positive energy that is contagious and has a “can do” attitude. Thinks big and takes on big challenges – sets challenging targets, never satisfied with results, achieves results the right way – planning, perseverance, and overcomes obstacles.
• Approach – Tolerant of others and culture while being able to influence team toward common goal. He/she will be a great communicator who will be empathetic of culture while actively pursuing an agenda of continuous improvement.
• Change – implements change with a “down to earth” approach. Comfortable managing ambiguity & complexity.
• Collaborative – charts course with colleagues having sought their views.
• Customer Service--Manages difficult or emotional customer situations; Responds promptly to customer needs; Solicits customer feedback to improve service; Responds to requests for service and assistance; Meets commitments.
• Delivery – achieves commitments and delivers on personal objectives and those of the team. Demonstrates passion and innovation to continuously deliver improved results without taking “short cuts.”
• Ethics--Treats people with respect; Keeps commitments; Inspires the trust of others; Works with integrity and ethically; Upholds organizational values.
• Influence – persuades others to pursue a course of action.
• Integrity – does what is right not what is politically expedient. Earns trust and maintains confidence.
• Interpersonal Skills--Focuses on solving conflict, not blaming; Maintains confidentiality; Listens to others without interrupting; Keeps emotions under control; Remains open to others' ideas and tries new things. 
• Oral Communication--Speaks clearly and persuasively in positive or negative situations; Listens and gets clarification; Responds well to questions; Demonstrates group presentation skills; Participates in meetings. 
• Organization and planning – plan and organize in an effective manner focusing on the key priorities.
• Organizational Support--Follows policies and procedures; Completes administrative tasks correctly and on time; Supports organization's goals and values; Benefits organization through outside activities; Supports affirmative action and respects diversity. 
• Problem Solving--Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully; Develops alternative solutions; Works well in group problem solving situations; Uses reason even when dealing with emotional topics. 
• Technical Skills--Assesses own strengths and weaknesses; Pursues training and development opportunities; Strives to continuously build knowledge and skills; Shares expertise with others. 
• Teamwork--Balances team and individual responsibilities; Exhibits objectivity and openness to others' views; Gives and welcomes feedback; Contributes to building a positive team spirit; Puts success of team above own interests; Able to build morale and group commitments to goals and objectives; Supports everyone's efforts to succeed. 

Physical Demands and Work Environment:

• Frequent sitting
• Continuously required to utilize hand and finger dexterity.
• Continuously required to speak and hear.
• Continuously required to utilize visual acuity to read technical information, data and use a keyboard.

F&I Sentinel is an Equal Opportunity Employer. Employment decisions are made without regard to race, color, religion, national origin, gender, sexual orientation, gender identity, age, physical or mental disability, genetic factors, military/veteran status, or other characteristics protected by law.