Dealer Support Associate at Hyundai Capital America in Plano, Texas

Job Title

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 3 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.

This position is responsible for managing dealer and internal inquiries received via inbound phone calls and email request. As a front line to our Genesis, Hyundai and Kia dealers, the Dealer Support Associate will be responsible for providing best-in-class service by thoroughly researching the request and providing one-touch resolution(s) in accordance with HCA's policies and procedures. The associate will be equipped to operate with a high level of autonomy with the capacity to support Consumer Credit, Collections, Servicing, Remarketing, Tax, and Compliance for continued organizational growth, agility, and improvement. Associates in this position will be expected to continue to develop their knowledge, skills, and abilities to support the operations' division initiatives. All positions within the Operations Division are expected to collaborate cross-divisionally to achieve a seamless customer experience; this includes supporting other departments as necessary to meet the business need.

What You Will Do

1. Handle inbound calls and email request to help educate HCA Dealers, HCA Sales team and other internal departments regarding Pre-Funding, Post-Funding, and HCA's consumer portfolio. Document and update all applicable, approved systems.
2. Make outbound calls to HCA Dealers, Sales team, internal departments, and external parties as applicable.
3. Review, request or create documents needed for the customers. Ensure conformance to HCA policies and established guidelines as well as all State and Federal Regulations.
4. Actively participate in coaching and development sessions/trainings to co-create solutions that enhance individual performance and overall department/team performance. Assist in the development of other team members and provide day-to-day mentoring and guidance as requested by leadership.
5. Other Duties as Assigned.

Qualifications

• At least 3 years' experience in Consumer Finance preferred
• At least 5 years' experience in a Customer Service Call Center preferred
• Experience in fast paced, agile environment
• High school diploma or general degree (GED)
• College degree preferred
• Exceptional people skills, communication skills and an ethical mindset
• Strong aptitude for numbers and calculations with high attention to detail and accuracy
• Excellent customer service, active listening, problem-solving and de-escalation skills
• Ability to multitask with little supervision in a fast pace, team environment
• Broad knowledge on company product offerings preferred
• Ability to manage high volume incoming calls
• Ability to provide peer feedback
• Computer/technical skills
• Ability to work under pressure
• Ability to effectively build and maintain relationships

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. Overtime is required in this position from time to time.