Collections Specialist-Bilingual
Who we are:
ACV is a technology company that has revolutionized how dealers buy and sell cars online. We are transforming the automotive industry. ACV Auctions Inc. (ACV), has applied innovation and user-designed, data driven applications and solutions. We are building the most trusted and efficient digital marketplace with datasolutions for sourcing, selling and managing used vehicles with transparency and comprehensive insights that were once unimaginable. We are disruptors of the industry andwe want you to join us on our journey. ACV’s network of brands includes ACV Auctions, ACV Transportation, ClearCar, MAX Digital and ACV Capital within its Marketplace Products, as well as, True360 and Data Services.
At ACV we focus on the Health, Physical, Financial, Social and Emotional Wellness of our Teammates and to support this we offer:
- Company Sponsored (paid) Healthcare, Dental, Vision, Life/AD&D, Short-Term and Long-Term Disability
- Comprehensive additional optional benefits such Critical Illness and Supplemental Life/AD&D.
- All insurance benefits go into effect on your date of hire
- Generous Parental Leave Top-Up Pay and Vacation Programs
- Employee Stock Purchase Program with additional opportunities to earn stock in the company
- Retirement planning through the Company’s RRSP
What you will do:
The Bilingual Escalation Specialist will report to a Payments Manager and their primary responsibility will be to resolve returned payments to mitigate financial losses to the company. The Bilingual Escalation Specialist will communicate with the buyer and our sales teams to obtain valid payments. The Escalation Specialist will also perform all duties assigned by the Payments Manager. The Escalation Specialist must also know, practice and ensure that company policies and procedures in addition to state and federal laws are followed at all times by persons under their jurisdiction.
- Ensure customers receive prompt, efficient and courteous attention for all contacts and transactions.
- Handle calls and written communications with dealers, floorplans and business partners to resolve payment escalations and differences in a polite and distinct manner.
- Work closely with Territory Managers and Account Managers to establish or improve communications with dealers.
- Investigate customer requests, billing disputes and account issues.
- Create and send written demand notices and document correspondence in system of record as needed.
- Create cases with Salesforce to track communications, and resolve payment issues.
- Create and send written repayment plans proposals and document plan within the system of record.
- Perform accounting functions within Netsuite.
- Understand and enforce the ACV policies and procedures.
- Practice and promote teamwork at all times. Set a good personal example of attitude and performance.
- Ensure proper follow-through on all directives, bulletins, schedules, and accounting from the Payments Managers.
- Maintain a good flow of communications with the entire team including all levels of management.
- Other duties as assigned.
What you will need:
- Minimum - High School or GED
- Preferred - 4 Year / Bachelors Degree - Related field
- 1 year Customer service or accounts receivable experience
- Must be able to read, write, speak and understand both English and Spanish
- Self-motivated with sense of urgency for quality resolution.
- Experience with Netsuite and Salesforce strongly preferred.
- Ability to organize, prioritize, and provide a high degree of service.
- Ability to work and thrive in a fast-paced environment.
- Strong attention to detail and excellent Problem-Solving skills.
- Accuracy in reporting and presenting financial information.
- Strong verbal and written communication skills required.
Compensation: $19.00 per hour. Please note that final compensation will be determined based upon the applicant's relevant experience, skillset, location, business needs, market demands, and other factors as permitted by law.
No immigration or work visa sponsorship will be provided for this position.
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Our Values
Trust & Transparency | People First | Positive Experiences | Calm Persistence | Never Settling
At ACV, we are committed to an inclusive culture in which every individual is welcomed and empowered to celebrate their true selves. We achieve this by fostering a work environment of acceptance and understanding that is free from discrimination. ACV is committed to being an equal opportunity employer regardless of sex, race, creed, color, religion, marital status, national origin, age, pregnancy, sexual orientation, gender, gender identity, gender expression, genetic information, disability, military status, status as a veteran, or any other protected characteristic. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. If you have a disability or special need that requires reasonable accommodation, please let us know.
Other details
- Job Family Customer Operations
- Job Function Payments
- Pay Type Hourly
- Buffalo, NY, USA