VW Credit Job - 32285261 | CareerArc
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Company: VW Credit
Location: Hillsboro, OR
Career Level: Associate
Industries: Automotive, Motor Vehicle, Dealers


Job Summary
Provide exceptional service utilizing effective conversation skills with retail and lease customers & clients as well as dealers of VW, Audi & Bentley.  Assists and resolves a variety of entry-level, moderate and advanced account servicing tasks.

Job Responsibilities
Representative Level 3 is responsible for maintaining and performing skills gained as Representative Level 1 and Representative 2. Calls are routed using skills-based routing which may offer Level 1 and Level 2 skilled calls to Representatives at higher levels.  The percentages listed below are influenced by call volumes, staffing and available resources.

  Level 1 Tasks (10%)
  • Determine callers' needs and proactively provide concise, accurate, and complete solutions and responses to all customer inquiries
  • Maintain and perform comprehensive follow-up to ensure customer satisfaction, including setting accurate expectation
  • Provide payoff quotes on lease and retail accounts
  • Process pay-by-phone requests
  • Advise customers regarding tax and insurance obligations as it relates to their contract
  • Guide customers through the registration and titling changes associated with processes such as: state transfer, transfer of equity, lease assumption, lien release and lien assignment error
  • Update and verify all account maintenance information
  • Use discretionary decision making for payment arrangements, extensions, deferrals and due date changes
  • Determine initial verification of service member eligibility and gather applicable documents for processing
  Level 2 Tasks (40%)
  • Perform early stage collections and account maintenance on accounts on delinquent accounts
  • Review termination options with customers including: transfer of equity, lease assumption, voluntary surrender, early lease termination, trade-in and vehicle sale options
  • Assist customers who are interested in lease extensions or terminating their lease
  • Educate customers on the end of lease vehicle inspection and turn in process
  • Explain charges on Turn In Settlement Invoices, review and resolve possible discrepancies
  • Meet all customer & Dealer promises as it relates to follow-up on lease-end issues & sales related activities
  • Encourage payment of off-lease invoices
  • Stay abreast of basic product information on Brand VW & Brand Audi products
  • Present end of term options to customers in a persuasive way to optimize vehicle disposition
  Level 3 Tasks (50%)
  • Provide sales assistance to customers interested in purchasing their off-lease vehicle
  • Offer Vehicle Protection Plans to customers interested in purchasing their off-lease vehicle


Required Education

  • High school diploma / GED

Desired Education

  • Bachelor's degree

Required Experience

  • 2 - 3 years of relevant experience required

Required Skills

  • Proven phone experience within the Customer Service group or related financial services call center position or phone intensive position
  • Excellent diction, articulation, negotiation, persuasion & listening skills & able to convey high level of confidence & credibility on the telephone
  • High degree of customer & dealer advocacy, concern for customer & dealer satisfaction & able to function well in a team environment 
  • Proficient in Microsoft Word & Excel

Desired Skills

  • 2-3 years demonstrated experience in an automotive call center or related financial services call center
  • Familiarity with automotive retail & lease financing
  • Ability to speak Spanish

Work Flexibility

  • Ability to work shifts within the hours of 7AM – 7PM PST Monday- Friday
  • High degree of phone work required

We are proud to be an EEO employer M/F/D/V.  We maintain a drug-free workplace and perform pre-employment substance abuse testing.


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