Ideal Opportunity for Recent Grads or Those With a Demonstrated Service-Oriented Mindset

If you combine a strong service-oriented mindset with outstanding phone skills and the ability to deliver service excellence in a high volume call environment from your first customer to your last, the role of Customer Care Representative offers you some compelling opportunities. You will:

• Take advantage of excellent training that is tailored to your experience and aptitude. We are committed to setting you up for success through one-on-one coaching, huddles, training sessions, shadowing and classes through the Honda Learning Center.
• Be part of a new team and initiative as we reorganize operations into three Regional Service Centers, including the center in Irving, Texas.
• Gain a 360° view of automotive financing, including exposure to customer service, 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. Depending on your skill, desire and aptitude, you could begin in Customer Service, Customer Accounts or Funding.
• Make an impact -- your voice will be heard and great ideas are welcomed.
• Enjoy a great Irving location with a nice office environment with nearby restaurants and shops.  

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, 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.

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 Care Representative opportunity, you will have:

• A high school diploma or equivalent; an associate or bachelor’s degree is preferred  
• Customer service or collections experience is preferred; contact center experience is a plus. We're also open to new graduates and customer-oriented people interested in a service position  
• A strong customer service mindset 
• Demonstrated ability to work well within teams
• Excellent interpersonal skills with the ability to communicate clearly and concisely verbally and in writing
• Strong keyboarding and multitasking skills; the ability to talk and type simultaneously
• The ability to analyze situations and develop creative solutions
• Solid organizational skills with attention to detail
• Proficiency with Microsoft Office programs and the ability to learn new systems
• Reliability, flexibility, coachable
• Bilingual, English/Spanish preferred  

Hours will vary depending on the team for which you are hired. If you are hired for Customer Service or Funding, you will work Monday-Friday from 8-5, with occasional overtime opportunities based on business demands. Customer Accounts works a rotating schedule including three days (Monday-Friday) from 8-5 and two days from 11-8, with a half-day every other Saturday. Saturday work is overtime.

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

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 distinct functions to service our customers and dealers including credit, collections, and customer service. The Irving center will have more than 300 employees working across the various functions. 

Customer Service
You will be responsible for taking incoming calls from customers and placing outgoing calls as necessary for follow-up or to provide additional customer assistance. You will answer questions and resolve concerns on topics ranging from simple, such as missing statements, to complex, including dealing with the total loss of a vehicle. With every interaction, you will maintain a service-oriented mindset to meet your mission of creating a positive customer experience and AHFC's goal of providing service excellence. You will:
 
Invest the majority of your time taking incoming calls from customers and placing outgoing calls, including:

• Answering a high volume of calls, responding to customers’ questions and resolving their concerns
  • Following call pattern guidelines and achieving customer satisfaction measures
  • Providing accurate information regarding customers’ accounts
  • Clearly explaining applicable processes or procedures related to the customers’ situation
  • Maintaining an enthusiastic and positive attitude and serving as a productive member of the department

The remainder of your time will be spent providing account research and information, including:

• Fulfilling customer service support requests, such as correspondence, titles, tickets and other administrative tasks
• Meeting service level expectations 
• Following federal and state laws regarding account servicing
  • Comply with established procedures and policies for account servicing
  • Protect consumer privacy, financial, and personal information

Customer Accounts
You will make outbound calls to and take inbound calls from customers who are past due on payments. These are soft collections, typically for customers who are 1 to 59 days past due. (Note, experienced reps may also work on accounts that are 60+ days past due). 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 many calls. Specifically, you will:

Invest the majority of your time contacting customers who are delinquent on their payments, including:

• Handling a high volume of outbound and inbound dialer collection phone calls
• 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 negotiating payment arrangements
• Taking payments over the phone if the customer is prepared to pay
• Demonstrating professionalism throughout your communications with the customer

The remainder of your time will be spent 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
• Processing requests and resolving follow-up items relating to collection accounts and activities
• Demonstrating subject matter expertise and following federal and state laws regarding collection activities and account servicing
• Protecting consumer privacy, financial, and personal information

Funding
You will be responsible for funding retail and lease contracts. Contracts are generated at the dealerships as either paper contracts, which pass through scanning and validation facilities before reaching you, or iContracts (the majority) which come directly to you through a proprietary software system, often while customers are still at the dealership.  With every interaction, whether external (dealers) or internal (funders, leadership, buyers, dealer relations managers, etc.) you will maintain a service-oriented mindset to meet your mission and AHFC's goal of providing service excellence to dealers and customers alike. Specific tasks will include:

• Funding retail and lease contracts and ensuring compliance and risk management by:
  • Reviewing submissions in the queue
  • Ensuring that the customer and contract information is accurately recorded in the system
  • Following up for corrections to contracts or missing documentation
  • Routing exceptions for next level approval
  • Handling incoming and outbound calls daily
• Performing associated servicing functions, including:
  • Providing accurate information regarding contract funding status, responding to and resolving dealer inquiries
  • Clearly explaining applicable processes or procedures to the dealers
  • Supporting dealers using our proprietary submission system by assisting with basic troubleshooting
• Processing a high volume of new account originations 
• Determining if the accuracy and completeness of submitted contracts meet all requirements to book the contract

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 & Career Growth
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. In Irving, the Central Service Center is co-located with the National Servicing Center, providing additional opportunities.

Career Options
In the new Service Centers, 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 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."

To find success as a customer care representative, you will use your interpersonal finesse, including tact and diplomacy, to build rapport and support diverse stakeholders and personalities. You must be very comfortable working on the phone all day, clearly communicating and maintaining a friendly and helpful persona as you:

• Field a high volume of calls
• Work to understand customers’ needs and provide them with clear and accurate information
• Understand and follow the procedures required in your focus area

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

• Take a proactive approach to getting up to speed quickly
• Demonstrate a strong work ethic, reliability, including punctuality and attendance, and integrity
• Work independently and as a strong team member
• Consistently meet goal and quality expectations
• Bring a sense of ownership and a results orientation to your role; consistently meet and exceed goals
• Adopt the mindset that everyone you interact with, internally and externally, is a customer
• Ask questions as needed to learn and develop

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.