Implemented Solutions Contact and Servicing Analyst

Credit Acceptance is proud to be an award-winning company with local and national workplace recognition in multiple categories! Our world-class culture is shaped by dedicated Team Members who share a drive to succeed as professionals and together as a company. A great product, amazing people and our stable financial history have made us one of the largest used car finance companies nationally.

Our Engineering and Analytics Team Members utilize the latest technology to develop, monitor, and maintain complex practices that help optimize our success. Our Team Members value being challenged, are encouraged to express their ideas, and have the flexibility to enjoy work life balance. We build intrinsic value by partnering with all functions of our business to support their success and make strategic business decisions. We focus on professional development and continuous improvement while enjoying a casual work environment and Great Place to Work culture!

As an Implemented Solutions Analyst for Contact and Servicing, you will execute and monitor contact processes for business departments utilizing calls, texts, emails, and digital channels, including our mobile app (with push notifications) and customer portal, to service loans. You will play a critical role in developing, testing, and implementing new loan servicing initiatives, ensuring seamless integration across all communication platforms. Additionally, you will conduct post-implementation monitoring to evaluate performance, identify areas for improvement, and ensure optimal functionality and customer experience.

Outcomes and Activities :

This position will work from home; occasional planned travel to an assigned Southfield, Michigan office location may be required. However, this position is permitted to work at a Southfield, Michigan office location if requested by the team member

Translate high level business goals into the tasks and technical specifications needed to accomplish the goal

Engage with Product Management and Marketing during all project phases of ideation, evaluation, and execution

Maintain process for selecting accounts to contact. Create dialer / text / email / mobile application campaigns and communicate outcomes to Analytics and Operations

Develop programming to extract and manipulate data that will produce reports that measure process controls and will be utilized for post monitoring.

Adhere to Policies / Processes : You will need to remain compliant with our policies, processes and legal guidelines

Knowledge and Skills :

Ability to lead cross-functional meetings, asking the right questions to invoke productive outcomes

Be self-motivated and able to perform with minimal supervision

Act promptly and effectively when assigned tasks

Ability to apply analytical skills to solve problems creatively

Proactive and make recommendations as opportunities arise

Be able to extract and manipulate large data sets

Communicate complex information to others in a way they can understand

Able to work a schedule that may include weekends and late nights

Work well with others in a team environment

Requirements :

Bachelor's degree (Computer Science, Economics, Mathematics, Statistics, Business Analytics, etc. - preferred)

Experience with projects that include UAT testing and monitoring of core system functionality

3+ years' professional experience programming with SAS, SQL, R, Python or other applicable programming languages (Mid-Level)

5+ years' professional experience programming with SAS, SQL, R, Python or other applicable programming languages (Senior)

Experience leading projects that include UAT testing and monitoring of core contact management system functionality (Mid-Level)

Experience testing contact management system implementations

Knowledge in at least one area of collection loan servicing functions (Senior)

Experience mentoring or providing guidance to less senior team members (Senior)

Preferred :

3+ years' experience in call center analytics or financial services analytics (Mid-Level)

5+ years' experience in call center analytics or financial services analytics (Senior)

Experience with on premise (Aspect Unified Contact Center) or Contact Center as a Service solution (Genesys / Acqueon)

Experience with Oracle Responsys email platform

Experience with data analysis

Experience running and creating reports in an analytical tool or in a business intelligence setting

Targeted Compensation :

Mid-Level Analyst : $77,000 - $102,000 base salary + an annual bonus plan

Senior Analyst : $99,000 - $133,000 base salary + an annual bonus plan

This position is not currently open to individuals who require sponsorship now or in the future to work legally for Credit Acceptance, such as H-1b / H-4 or F-1 OPT visa holders.

#LI-Remote

#zip

INDCSMP

Benefits

• Excellent benefits package that includes 401(K) match, adoption assistance, parental leave, tuition reimbursement, comprehensive medical / dental / vision and many nonstandard benefits that make us a Great Place to Work

Our Company Values :

To be successful in this role, Team Members need to be :

Expectations :

Advice !

We understand that your career search may look different than others. Our hiring team wants to make sure that this would be a fit not just for us, but for you long term. If you are actively looking or starting to explore new opportunities, send us your application!

P.S .

We have great details around our stats, success, history and more. We're proud of our culture and are happy to share why - let's talk!

Required degrees must have been earned at institutions of Higher Education which are accredited by the Council for Higher Education Accreditation or equivalent.

Credit Acceptance is dedicated to providing a safe and inclusive working environment for all. As part of our Culture of Compliance, we are proud to be an Equal Opportunity Employer and value our culturally diverse workforce. All qualified applicants will receive consideration for employment regardless of the person's age, race, color, religion, sex, gender, sexual orientation, gender identity, national origin, veteran or disability status, criminal history, or any other legally protected characteristic.

California Residents : Please click here for the California Consumer Privacy Act (CCPA) notice regarding the personal information Credit Acceptance may collect from you.

Play the video below to learn more about our Company culture.