Payments Specialist, Bilingual

If you are looking for a career at a dynamic company with a people-first mindset and a deep culture of growth and autonomy, ACV is the right place for you! Competitive compensation packages and learning and development opportunities, ACV has what you need to advance to the next level in your career. We will continue to raise the bar every day by investing in our people and technology to help our customers succeed. We hire people who share our passion, bring innovative ideas to the table, and enjoy a collaborative atmosphere. 
 
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 and we wantyou 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: 

• Multiple medical plans including a high deductible health plan that costs $0 out of your paycheck 
• Company-sponsored (paid) Short-Term Disability, Long-Term Disability, and Life Insurance 
• Comprehensive optional benefits such as Dental, Vision, Supplemental Life/AD&D, Legal/ID Protection, and Accident and Critical Illness Insurance 
• Generous paid time off options, including vacation time, sick days, Company holidays, floating holidays, parental leave, bereavement leave, jury duty leave, voting leave, and other forms of paid leave as required by applicable law or regulation 
• Employee Stock Purchase Program with additional opportunities to earn stock in the Company 
• Retirement planning through the Company’s 401(k)

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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