Sr Credit Dispute Resolution Associate

Who We Are

Through our service brands Hyundai Motor Finance Genesis Finance and Kia Finance Hyundai Capital America offers a wide range of financial products tailored to meet the needs of Hyundai Genesis and Kia customers and dealerships. We provide vehicle financing leasing subscription and insurance solutions to over 2 million consumers and businesses. Embodying our commitment to grow innovate and diversify we strive to reimagine the customer and dealer experience and launch innovative new products that broaden our market reach. We believe that success comes from within and are proud to support our team members through skill development and career advancement. Hyundai Capital America is an Equal Opportunity Employer committed to creating a diverse and inclusive culture for our workforce. We are a valuesdriven company dedicated to supporting both internal and external communities through volunteering philanthropy and the empowerment of our Employee Resource Groups. Together we strive to be the leader in financing freedom of movement.

We Take Care of Our People

Along with competitive pay as an employee of HCA you are eligible for the following benefits:

Medical Dental and Vision plans that include nocost and lowcost plan options

Immediate 401(k) matching and vesting

Vehicle purchase and lease discounts plus monthly vehicle allowances

Paid Volunteer Time Off with company donation to a charity of your choice

Tuition reimbursement

What to Expect

The Associate Credit Dispute Resolution Operations is primarily responsible for providing supplemental coaching and feedback to the associates. This position is responsible for handling escalated credit dispute issues reviewing and scoring all credit dispute types aligned with the Compliance Score Card. The Dispute Resolution Lead will also assist with new hire onboarding and skillup trainings. This position will assist managers with team coverage facilitating team activities. They will also assist with special projects as a subject matter expert pairing with key stakeholders for User Acceptance Testing and any additional ad1hoc requests to support Operations. The Dispute Resolution Lead will also be responsible for assisting in driving daily production and ensuring all Service Level Agreements are met for all processes. All positions within the Operations Division are expected to collaborate crossdivisionally to achieve a seamless customer experience; this includes supporting other departments as necessary to meet the business need.

What You Will Do

1. Provide supplemental coaching mentoring and guidance to team members in accordance with compliance and daily goals. Responsible for facilitating various training sessions to increase knowledge quality and performance.

2. Provide customers with resolution to escalated credit disputes and debt validation requests received through multiple channels with a focus on retention and relationship building.

Research accounts to ensure credit information is reported accurately and responding to customer and 3rd party correspondence with the results of the investigation.

Identify opportunities to drive operational and performance improvements across the department and company.

Assist as needed with various Servicing functions by working with departments/teams to solve intricate problems driving excellence in customer service while mitigating business risk.

Work individually and as a team to ensure process flow and productivity SLAs are met.

3. Assist with specific request related to LARs Metro2 inquiries additional interdepartmental requests as well as perform all other duties as assigned by Management. Represent the business with special projects or initiatives

4. Responsible for formulating recommendations developing solutions and following through the of plans and actions to improve customer experience and business efficiency. Work with departments/teams to solve intricate problems driving excellence in customer service while mitigating business risk.

5. Actively participate in coaching and development sessions/trainings to cocreate solutions that enhance individual performance and overall department/team performance.

6. All other duties as assigned.

What You Will Bring

5 years related experience in Customer Service Credit Resolution and/or Dispute Codes

Prior credit dispute resolution experience in accordance with compliance requirements

Prior experience with Credit Reporting Resource Guide (CRRG)

Prior experience with Quality Monitoring and providing feedback

Experience in financial services preferred credit reporting and CFBP

Experience interacting with the following departments: Sales Credit Funding Titles Payment Processing Recovery Collections

Bachelors degree preferred

Superior problemsolving skills

Excellent understanding of the elements which impact customer satisfaction and customer retention Strong written verbal analytical presentational organizational and time management skills

Bilingual English/Spanish or English/Korean preferred

Strong collaboration and interpersonal skills and an ability to lead change and influence corporate policy by working closely with senior management

Proficient with MS Office Word and Excel

Work Environment

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.

The posted salary range for this job takes into account the wide range of factors that are considered in making compensation decisions including but not limited to skill sets; experience and training; licensure and certifications; geographic location and other business and organizational needs. Successful candidates may be hired anywhere in the salary range based on these factors. It is uncommon to hire candidates at or near the top of the range.

California Privacy Notice

This notice only applies to our applicants who reside in the State of California.

The latest version of our Privacy Policy can be found here. This Privacy Policy provides you with notice at or before the point of collection about the categories of personal information to be collected from you the purposes for which your personal information is collected or used and whether that information is sold or shared so that you can exercise meaningful control over our use of your personal information. We are providing this notice to comply with the California Consumer Privacy Act of 2018 as amended as amended by the California Privacy Rights Act of 2020 (CCPA).

If you have any questions about CCPA regarding California residents or HCA team members please contact the Privacy Team at .