Sr. Dealer Support Associate

Irvine, CA - USA

Monthly Salary: Not Disclosed

Posted on: 15 hours ago

Vacancies: 1 Vacancy

Job Summary

What You Will Bring

2 years of previous leadership experience in either a supervisory or a lead role in a call center preferred

Auto finance and lease industry experience strongly preferred; or significant related experience required

Bachelors degree preferred

Excellent communication skills

Excellent organizational interpersonal and business system skills

Excellent HCA business system acumen is a must

Demonstrated capacity to teach and coach dealer advisory skills

Demonstrated customer service dealer support and call center skills

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 foundhere. 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.

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 values-driven 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 no-cost and low-cost 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 Sr. Dealer Support Associate role is responsible for identifying opportunities for improvement leading and coaching the Dealer Support team members by providing product process and systems knowledge to improve dealer satisfaction. This role will assist with escalated dealer calls cross-department knowledge as well as assist with inbound calls/emails from HCA colleagues. The Associate will develop and assist/execute on coaching plans identify and suggest/execute on process improvements and monitor the voice of the dealer and other responsibilities as identified. All positions are expected to collaborate cross-divisionally to achieve a seamless dealer experience and support other departments as needed.

* This role will assist with Rebooks Funding Investigation Sort and Dealer Support

What You Will Do

1. Monitoring mentoring and leading Dealer Support Advisors to effectively support and resolve dealer inquires within established SLAs

2. Service and resolve escalated dealer calls. Assist team members by providing coaching to increase knowledge quality and to provide exceptional Dealer servicing skills. Execute plans to address and manage performance gaps within QA monitoring and DASH follow up audits.

3. Conduct regular Voice of the Customer and Dealer reviews and clearly articulate opportunities to improve HCA processing leading to an improved dealer and customer experience. Effectively communicate VOC and VOD opportunities with the HCA sales organization

4. Identify processes and service enhancements improving HCA servicing account handling and documentation. Propose process improvements and participate in meetings to drive improvements

5. Other duties and responsibilities as assigned.

Required Experience:

Senior IC

What You Will Bring 2 years of previous leadership experience in either a supervisory or a lead role in a call center preferred Auto finance and lease industry experience strongly preferred; or significant related experience required Bachelors degree preferred Excellent communication skills Excellen...