DFC Customer Service Supervisor

DFC Customer Service Supervisor

Driveway Finance Corporation (DFC) is a modern automotive lender and part of the Lithia & Driveway (LAD) family, one of the largest automotive retailers in North America and where we exemplify "Auto Done Easy". DFC provides flexible, customer-focused financing solutions that support both retail and commercial clients. Our innovative approach combines technology with personalized service to simplify the vehicle financing experience. At DFC, we're driving the future of auto finance!

The DFC Customer Service Supervisor will lead the Customer Service team and be responsible for the supervision of overall direction, coordination and execution of customer service functions and initiatives.

Location: Tigard, OR

Compensation Range: $60,000- $85,000, with a typical starting range of $60,000 - $75,000. Actual pay offered may vary depending on skills, experience, job-related knowledge, and physical location. Final compensation will be established through the interview process in accordance with applicable pay equity and transparency laws.

What You'll Do

• This person will lead to ensure high levels of satisfaction among customers while maintaining consistency with company strategy, commitments, goals and core values
• Ensure team is meeting performance expectations by using analytics and metric reporting
• Handle difficult customer situations relating to account disputes, collections, and delinquent accounts
• Provide training and personnel development
• Ensure existing processes and documents are up to date, identify opportunities and seek enhancements and efficiencies to improve processes
• Ensure FDCPA guidelines and company policies regarding loan activity and customer contact are followed
• Maintain positive cross-departmental relationships
• Maintains proactive communication with management regarding updates, priorities, and potential challenges
• Other projects and duties as assigned

What You'll Bring

• 2-years previous call center experience required; 3-years preferred
• 1-year prior supervisory or leadership experience required
• Basic knowledge of installment loans and various customer protection laws
• Experience documenting customer issues in detail
• Responds quickly to priorities and follows through in a timely manner
• PC skills including knowledge and use of MS Office (Excel, Word, Windows, etc.)

Competencies

• Does the right thing, takes action and embraces change
• Self-motivates, believes in accountability, focuses on results, makes plans and follows through
• Shares best practices, desires to keep learning, measures performance and adapts to improve results
• Thrives on a team, stays positive, lives our values

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of the job.*

• Up to 1/3 of time: standing, walking, lifting up to 25 pounds
• Up to 2/3 of time: sitting, kneeling, reaching, talking, hearing

NOTE: This is not necessarily an exhaustive list of responsibilities, skills, or working conditions associated with the job. While this list is intended to be an accurate reflection of the current job, the company reserves the right to revise the functions and duties of the job or to require that additional or different tasks be performed.

Total Rewards

• Competitive pay
• Medical, Dental and Vision Plans
• Paid Holidays
• PTO: 80 hours front-loaded on day 1
• Short and Long-Term Disability
• Paid Life Insurance
• 401(k) Retirement Plan
• Employee Stock Purchase Plan
• Lithia Learning Center
• Vehicle Purchase Discounts
• Wellness Programs

Additional information about our Total Rewards benefits can be reviewed on our careers site at totalrewards.lithiadriveway.com

High School graduate or equivalent, 18 years or older required. We are a drug-free workplace. We are committed to equal employment opportunity (regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status). We also consider qualified applicants regardless of criminal histories, consistent with legal requirements.

Reasonable accommodations may be made to enable individuals to perform the essential functions.