Take a Service-Oriented Approach to Collections that Respects the Customer While Reducing Company Risk

If you combine a strong service-oriented mindset with outstanding phone skills and the ability to help customers meet their contractual financial obligation, the role of Customer Account Representative offers you some compelling opportunities. You will:

• Be part of a new team and initiative as we reorganize operations into three Regional Service Centers, including the location in Cypress, where you'll work.
• Take advantage of training that is tailored to your experience and aptitude. You'll work closely with training specialists and other subject matter experts who will provide the tools and training needed for your role. We are committed to setting you up for success and to supporting your career goals.
• Make an impact by serving as the face of Honda, contacting delinquent customers, learning their individual situations, and educating them on payment options. 
• Gain a 360° view of automotive financing, including exposure to customer service, sales, credit, and collections. With wide exposure, professional development opportunities and multiple paths of advancement, you can build a progressive, long-term career with American Honda Finance Corporation.
• Make an impact -- your voice will be heard and great ideas are welcomed.
• Enjoy a great Cypress location with a nice office environment with nearby restaurants and shops.  Quick question for you - click here

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.

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 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. Quick question for you - click here
• Demonstrated strong customer service skills, with the ability to hold difficult conversations tactfully.
• Demonstrated ability to work well within teams.
• Negotiation skills with a polite but firm approach.
• Excellent interpersonal skills with the ability to communicate clearly and concisely orally and in writing; excellent phone skills.
• Strong keyboarding (speed and accuracy) and 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.
• Solid organization skills with strong attention to detail.
• Self-motivation; the ability to work independently and as a strong team member. 
• Reliability, flexibility, coachable.
• Bilingual skills are a plus.

You will work an 8-hour rotating shift between 8 AM and 8 PM Monday through Thursday, 8 AM – 5 PM on Friday, including Saturday hours twice a month. Quick question for you - click here We are an essential business and will expect you to work primarily 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

Pictured: The all-new 2022 Acura MDX offers a radical new take on the premium performance SUV -- ambition accelerated.

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 team of 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. Your goal is to work with customers, helping them make payment arrangements to become current on their accounts and retain their vehicles. The volume is high, and you'll have the advantage of the autodialer for customers who are 60 days past due or less. For customers who are 61-119 days past due, you'll make outbound calls. Specifically, you will:

Invest about 65% of your time contacting customers who are delinquent on their payments, including:

• Handling a high volume of outbound and inbound dialer collection phone calls  (100+ per day)
• 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 throughout your communications with the customer.

Invest approximately 15% of your time 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.

Spend 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.

Note: This description is intended to give you a general overview of the position and is not an exhaustive listing of duties and responsibilities.

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 they 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, and we maintain an open door policy. 

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 competitive compensation, 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."

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. In other words, though you'll have attainable goals, you'll still have time to give each customer the respect they deserve, adding your personal touch to professional, high-quality conversations. 

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. Additionally, you must be very comfortable working on the phone all day, clearly communicating and maintaining a friendly and helpful persona as you:

• Handle daily calls
• Review facts and requirements as you set up payment arrangements
• Understand the customers’ needs and provide clear and accurate information
• Recommend and execute additional collection activity for high-risk accounts

In addition, to be an outstanding Customer Account Representative, you will:

• Take a proactive approach to getting up to speed quickly
• Ask good fact-finding questions to understand the true situation
• Deliver quality work daily, professionally supporting customers, teammates and peers
• Think well on your feet
• 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

Pictured: the Clarity Plug-In Hybrid offers the best of both worlds, letting you charge up and drive on electricity, and tap into a gas reserve when needed.