Account Services Representative

Résumé du poste

The Account Services Representative manages inbound and outbound calls to resolve complex financial inquiries and provide personalized service to customers. They act as a brand ambassador, balancing empathy and professionalism to ensure a seamless ownership experience while meeting customer satisfaction goals.

Détails du poste

At Ford Credit Canada, you'll play a vital role in enhancing our reputation as a best-in-class lender. You'll work within a large team and our customers, providing personalized service and professional expertise. Your main responsibilities will include make a positive impact on every customer interaction: You will engage with customers, seeing each contact as an opportunity to provide excellent service and help us meet or exceed our customer satisfaction goals. Working within a dynamic team and supporting a broad network of Ford/Lincoln dealers, the Account Services Representative plays a critical role in orchestrating a world-class ownership experience. In this role, you aren’t just providing service; you are a brand ambassador and solutions expert. You will work directly with customers to navigate their finance or lease journey, resolve complex inquiries with precision, and provide the professional expertise needed to build long-term loyalty. Your goal is to ensure every interaction is seamless while working to advance Ford Credit Canada’s reputation as a customer-focused industry leader, providing personalized service and a premium experience at every touchpoint. Location: Candidate must reside in or around Edmonton, AB, and be able to attend training at the Edmonton office. Additional Information: Candidates must be able to work a flexible schedule during our hours of operation, which include Monday – Friday from 7:00 am – 4:00 pm MST. Responsibilities What will you do: Specific responsibilities include, but are not limited to: Provide superior customer satisfaction: Be able to deliver excellent customer experience with each customer contact Positively supports Company: Use professional judgement and positively supports Company products and initiatives with customers. Problem Solve & Analyze: Review account history to understand the customer’s financial situation and determine the most effective course of action to mitigate loss. Follow established procedures: Adhere to the Ford Credit's policies and guidelines for your work area, ensuring consistency and quality in service delivery. Deliver Professional Representation: Act as a brand ambassador for Ford Credit, resolving sensitive financial situations with a balance of empathy, firmness, and professionalism. Adapt & Pivot: Manage a high volume of inbound and outbound calls in a fast-paced environment, adjusting quickly to changing priorities and account cues. Be an active team member: Participate actively and contribute to team meetings, sharing insights and collaborating with colleagues. Engage in constructive feedback: Be comfortable both giving and receiving feedback from peers and supervisors in a positive, professional, and helpful manner to support continuous improvement. Support team and company goals: Demonstrate flexibility and a willingness to take on new tasks or adapt to changes that help the Ford Credit and the organization achieve its objectives and improve overall service quality. Use company resources responsibly: Utilize company email and internet access in accordance with established company policies. Qualifications You'll have... Education: High School Diploma or Canadian Adult Education Credential (CAEC) Equivalency. Excellent Communication Skills (written/oral): Ability to handle difficult conversations and "probe" for information while maintaining a professional demeanor. Technical Proficiency: Proficiency in MS Office (Word, Excel, Outlook) and the ability to learn internal account management software and be able to multitask efficiently. Even better, you may have... Language (written/verbal) English is required and French preferred. Work effectively in a remote team environment to manage tasks with a high level of accuracy. Previous experience in collections, credit, or a high-volume financial services environment where negotiation was a primary task. Answer inbound/place outbound calls with customer and dealer satisfaction as a priority. Ability to perform multiple tasks simultaneously, with the ability to pivot to other work requirements as needed. Resolve customer and dealer concerns in a positive and professional manner. This posting is for an existing vacancy within our team. The expected annual salary for this Ford Credit Canada position is $39,900.00 - $73,500.00 and individuals may also be eligible to participate in our Quarterly Flexible Bonus Rewards program. You may not check every box, or your experience may look a little different from what we've outlined, but if you think you can bring value to the Ford Credit Canada Team, we encourage you to apply! We thank all applicants for their interest, but only those selected for an interview will be contacted. Ford Credit Canada Company is an Equal Opportunity Employer and is committed to a culturally diverse workforce. Accommodations for applicants with disabilities throughout the recruitment, selection and / or assessment processes, where needed, are available upon request. Please inform Human Resources of the nature of any accommodation(s) that you may require. Candidates for this position must live in and be legally entitled to work in Canada. Ford Credit Canada Company does not sponsor work permit applications. #LI-NJ1 #Remote

Ce que vous ferez

The Account Services Representative manages inbound and outbound calls to resolve complex financial inquiries and provide personalized service to customers. They act as a brand ambassador, balancing empathy and professionalism to ensure a seamless ownership experience while meeting customer satisfaction goals.

Exigences

Candidates must possess a High School Diploma or equivalent and demonstrate proficiency in MS Office and internal software. Strong communication skills and the ability to handle difficult financial conversations in a fast-paced environment are required.

Compétences indiquées

• Collections · Souhaitée
• Service à la clientèle · Souhaitée
• Résolution de problèmes · Souhaitée
• adaptability · Souhaitée
• Account Management · Souhaitée
• Analyse de données · Souhaitée
• MS-Office · Souhaitée
• Negotiation · Souhaitée
• Communication · Souhaitée
• Multitasking · Souhaitée
• Team Collaboration · Souhaitée
• Conflict Resolution · Souhaitée

Autres compétences pertinentes

Relevées dans la description du poste. Confirmez les exigences importantes ci-dessus.

• Customer Service
• Financial Services
• Communication
• Problem Solving
• MS Office
• Collections
• Credit Analysis
• Negotiation
• Conflict Resolution
• Multitasking
• Data Analysis
• Professionalism
• Team Collaboration
• Account Management
• Adaptability
• Outbound Calls
• Inbound Calls
• Empathy
• Credit Policies
• Constructive Feedback
• Microsoft Excel
• Adult Education
• Continuous Improvement Process
• Cultural Diversity
• Personalized Service
• English Language
• Finance
• French Language
• Microsoft Outlook
• Microsoft Office

Domaines d’emploi

• Customer Service & Support
• Finance & Accounting
• Administrative
• Account Service Representative
• Customer Service Representative (General)
• Inquiry Clerks
• Customer Service Representatives