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Quick Question:

Do you have a minimum of two years customer service experience?
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Quick Question:

Do you have a high school diploma or equivalent?
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Quick Question:

Are you available to work between the hours of 8AM-8PM Mon-Fri and rotating Saturdays as required?
Please note that this position is no longer available.
If you would like to be considered for similar opportunities now or in the future, feel free to apply and/or set up a notifier for yourself.
Lead Customer Account Representative
CA - Cypress


Opportunity Snapshot
Top reasons to consider aligning your career with American Honda Finance Corporation
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Launch a progressive career home at one of the world's most admired companies

Exceptional customer service skills, the ability to multitask, and strong attention to detail. If this describes you, this position offers you some great opportunities. You will:
  • Build a career home; we're looking for professionals with the bandwidth to move up, including into leadership roles.
  • Take advantage of training that is tailored to your experience and aptitude. We are committed to setting you up for success and to supporting your career goals.
  • Be part of a new team and a new initiative as we reorganize operations into three Regional Service Centers. Quick question for you - click here
  • Gain a 360° view of automotive financing, with exposure to sales, credit, collections, and customer service.
  • Make an impact -- your voice will be heard and great ideas are welcomed.
American Honda Finance Corporation (AHFC), and our consolidated subsidiaries (including Honda Financial Services℠ and Acura Financial Services℠) provide various forms of financing in the United States and Canada to purchasers, lessees and authorized independent dealers of Honda and Acura products. We finance Honda and Acura automobiles, parts and accessories, as well as Honda motorcycles, power equipment, and marine engines. AHFC is a wholly owned subsidiary of American Honda Motor Co., Inc., which is a wholly owned subsidiary of Honda Motor Co., Ltd., a global corporation that regularly ranks in the top 50 on Fortune's list of the World's Most Admired Companies.

Video: American Honda Finance Corporation features a variety of special offers. Our Military Appreciation Offer has service members and their families covered -- through all their miles and their milestones.
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Be Part of an Exciting New Initiative at an Industry Leader Committed to Professional Development

The Requirements
Find out what it takes to thrive in this role.
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To meet the basic qualification for this role, you will have legal authorization to work permanently in the United States for any employer without requiring a visa transfer or visa sponsorship. In addition, to be a good fit for the Lead Customer Account Representative opportunity, you will have:
  • A high school diploma or equivalent; a bachelor’s degree is preferred. Quick question for you - click here
  • Some customer service or collections experience is preferred, and contact center experience is a plus.
  • Demonstrated strong customer service skills, with the ability to hold difficult conversations tactfully.
  • Negotiation skills.
  • Excellent interpersonal skills with the ability to communicate clearly and concisely orally and in writing.
  • A demonstrated ability to work well within teams.
  • Multitasking skills, including the ability to talk and type simultaneously.
  • The ability to analyze situations and develop creative solutions.
  • Proficiency with Microsoft Office programs, and the ability to learn new systems.
  • Attention to detail.
  • Solid organization skills and the ability to multitask.
  • Bilingual skills are a plus.
You will work an 8-hour shift between 8 AM and 8 PM Monday through Thursday, 8AM – 5PM on Friday, with Saturday hours twice per month. Quick question for you - click here We are an essential business and will expect you to work in the office. We're taking precautions to protect the health and safety of all associates working in the office. These include:
  • Practicing social distancing to the greatest extent possible.
  • Requiring the use of face coverings and providing face masks for anyone at Honda’s facilities.
  • Requiring fever scans and not allowing anyone with a temperature of 100° F or above to enter a Honda facility.
  • Mandatory screening questions for symptoms of COVID-19.
  • Providing access to facilities with soap and water or with hand sanitizer that contains at least 60% alcohol.
  • Restricting access to our facilities to only essential visitors.
  • Implementing a detailed contact tracing process for each confirmed case of the virus.
  • Following a cleaning and disinfection protocol based on CDC, state and local guidelines.
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The Role
If you meet the minimum qualifications, feel free to apply at any time. If you'd like some additional details about the role, please read below.
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AHFC’s Service Centers fuel the growth of the company by providing financing for Honda and Acura products. Each Service Center has four distinct functions to service our customers and dealers: sales, credit, collections, and customer service. Reporting to the Supervisor, Customer Accounts, you'll join a department of 70 and a team of about 20 Lead Customer Account Representatives and help AHFC manage its portfolio risk by contacting customers to collect past due payments

You'll make outbound calls to and take inbound calls from customers who are up to 119 days past due on payments. Our goal is to work with customers to make arrangements so that we can keep them in their vehicle and also get them current. The volume is high and you'll work both independently and in collaboration with others.

You'll invest about 65% of your time in contacting customers who are delinquent in payments. This will include:
  • Establishing contact with customers whose delinquent accounts are not handled by the dialer.
  • Understanding the customer’s situation and identifying the factors that are contributing to the account delinquency.
  • Educating the customer on their options and negotiate payment arrangements.
  • Taking payments over the phone if the customer is prepared to pay.
  • Demonstrating professionalism with customer communication.
About 15% of your time will go to improving the effectiveness and efficiency of collection activities, including:
  • Researching customer information using skip tracing tools and techniques to improve success in contacting the customer.
  • Identifying high-risk accounts (such as first payment default) for additional collection activity.
You'll spend about 10% of your time providing account research and information, including:
  • Processing requests and resolving follow-up items relating to collection accounts and activities.
  • Demonstrating subject matter expertise.
The balance of your time will go to ensuring continued legal and operational compliance, which will involve:
  • Following federal and state laws regarding collection activities and account servicing.
  • Protecting consumer privacy, financial, and personal information.
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Why Join Us
More great reasons to build a career home with us.
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Professional Development
An important element of our success is our commitment to helping employees in professional and career growth. At AHFC you are able to drive your career the way you want to go, and we hire with an eye to the future.

Career Options
In the new Service Centers (and Cypress is the first to make the transition), all of AHFC's key functions will be in one location. That means you can take your career in a number of directions without having the relocate. And there are tenured people on hand to support and mentor you.

Great Environment
Being a Honda associate means collaborating as a team, while never forgetting that true teamwork requires respect for the individual. We believe the smartest ideas should always triumph, no matter whose they are.

The Power of Dreams
At Honda, we are dedicated to being a company that society wants to exist. We believe in The Power of Dreams. As Founder Soichiro Honda said: "Action without philosophy is a lethal weapon; philosophy without action is worthless." This philosophy drives us to create intelligent products and solutions that enhance mobility and increase the joy in people’s lives.

Excellent Compensation
In addition to a competitive salary and bonus potential, we offer a comprehensive benefits package that includes a 401(k) match; medical, dental, and vision plans; and much more. In addition, you can take advantage of great prices with our associate lease plans.

Pictured: the 2021 Honda CRV is a Kelley Blue Book's KBB.com "Best Buy."
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Road to Success
Explore the characteristics that will enable you to stand out.
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Customer service and interpersonal skills are essential in this role. You'll need to be able to have challenging conversations in a respectful and solution-focused way. At the end of the conversation, the customer should feel like they have had a positive experience. We tend to run lean, which means you'll need to be resourceful and able to achieve individual goals independently. At the same time, we also value collaboration -- we'll look to you to help your peers out just as they will help you when necessary.

In addition, to be an outstanding Lead Customer Account Representative, you will:
  • Take a proactive approach to getting up to speed quickly.
  • Pay close attention to details but also grasp the bigger picture.
  • Manage multiple responsibilities and priorities effectively.
  • Combine analytical thinking with creativity in solving problems.
  • Remain open to learning, coaching and growing professionally on an ongoing basis.
  • Bring a strong sense of ownership and a results orientation.
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American Honda Finance Corporation is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability or protected veteran status.

If you are a qualified individual with a disability or a disabled veteran, you have the right to request an accommodation if you are unable or limited in your ability to use or access our career center as a result of your disability.