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Complaint Escalation Supervisor
Credit Acceptance
Southfield, MI, United States
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Complaint Resolution Supervisor
Why Work For Credit Acceptance?
Credit Acceptance is a rapidly-expanding company with extensive growth opportunities. We are proud to say, for the 5th year in a row, we have been named one of Fortune Magazine’s 100 Best Companies to Work For. Our team members and culture create a positive workplace that drives us to succeed, making Credit Acceptance one of the largest used car finance companies nationally.
We offer a great work environment, awesome team members, competitive benefits, progressive career opportunities, a casual dress code and we work hard to ensure every team member is empowered to work to their fullest potential.
Credit Acceptance offers team members:
• Extensive growth opportunities as demonstrated by our track record of promoting internally
• An atmosphere that is collaborative, challenging, and filled with forward thinking team members
• Strong work-life balance with generous PTO beginning on day 1
• Competitive market-based salary with quarterly profit sharing and annual merit bonuses
• Excellent benefits package that includes 401(K) match, adoption assistance, tuition reimbursement, comprehensive medical/dental/vision along with additional benefits that make us a great place to work
We are hiring a(n) Complaint Resolution Supervisor within our Complaint Resolution.
• The purpose of the “Complaint Resolution Supervisor” position is to...
• Lead a team of Complaint Resolution Specialists within the Complaint Resolution Department in an effective and consistent manner.
• Manage and assess consumer complaints made directly to Credit Acceptance, and ensure that those complaints are handled in a timely and compliant manner.
• Identify Organizational Health improvement opportunities for the team and the department.
Responsibilities in your area will include:
You will be measured on following Outcomes for your team:
• The number of Resolved Complaints
• The Quality of your team's work.
• The Service Levels that your team delivers in handling inbound work.
• You will be assessed on your ability to effectively perform the following activities:
• Assess and action the dimensions of Org. Health that directly affect your team to drive top performance.
• You will do this by:
◦ Ensuring your team consists of the Right People.
◦ Setting and enforcing Clear Expectations for your team.
◦ Monitoring and evaluating team performance and continuously coach team members via the Performance Management process.
◦ Identifying Training opportunities and act as the primary trainer on core Policies and Processes.
◦ Creating the Right Work Environment.
• Set your team up for operational success by:
◦ Getting close to the work and the people thru a mix of doing the work yourself and observing your team members doing the work.
◦ Enforcing the proper application of department processes and policies.
Position Requirements:
• Experience with quickly learning and becoming a subject matter expert in new systems/processes.
• Previous leadership or Complaint Resolution experience.
Preferred:
• Bachelor’s Degree or Equivalent Experience.
Knowledge and Skills:
• You need to demonstrate a capability to teach others.
• You need to be self-driven and able to perform with minimal supervision.
• You need to be effective at assessing people for their fit with their assigned role to ensure you have the Right People.
• You need to be effective at providing feedback and holding people accountable to improve the performance of your team.
• You need to be receptive to ongoing feedback aimed at improving the performance of you and your team.
• You need to remain positive, professional, determined, calm and focused when faced with challenging situations.
• You need to be a quick thinker, with an ability to understand and interpret information promptly and effectively.
• You need to be organized, with an ability to multi-task and prioritize multiple requests.
Company Values:
To be successful in this role, Team Members need to demonstrate the characteristics of PRIDEin their work:
• Positive : Maintain a positive attitude by focusing on solutions and promoting a collaborative and enjoyable environment.
• Respectful : Value teamwork, share successes, appreciates others and communicates in a way that promotes trust.
• Insightful : Make timely well-considered decisions, create innovative solutions and continuously learn.
• Direct : Communicate clearly and objectively; don’t be afraid of difficult conversations. Raise concerns through the proper channels.
• Earnest : Be honest, sincere and consistent. Work hard and pursue our goals together relentlessly.
Required degrees must have been earned at institutions of Higher Education which are accredited by the Council for Higher Education Accreditation or equivalent.
Credit Acceptance is an equal opportunity employer.