Billing and Collections Specialist responsible for timely claims follow - up and account management. Overseeing account documentation and collaborating across departments for resolutions.
About the role
- Early Collections Product Manager focusing on enhancing agent and customer experiences at Ford Credit. Driving product outcomes and shaping servicing strategies to improve efficiency and satisfaction.
Responsibilities
- Driving Product Outcomes: Collaborate intently with business operations stakeholders and cross-functional product teams to deeply understand the agent and customer experience. Translate this understanding into clear, concise, and actionable specifications, requirements (e.g., user stories), acceptance criteria, and testing scenarios.
- Shaping the Servicing Strategy: Work alongside key stakeholders to refine and execute the Ford Credit servicing strategy. Provide valuable input into the product roadmap, assisting with prioritization decisions and appropriate trade-offs between desired features, speed to market, and technical feasibility.
- Championing Agent & Customer Experience: Directly contribute to improving critical metrics like agent efficiency, customer Net Promoter Score (NPS), and First Contact Resolution (FCR) on key initiatives, including:
- Providing a holistic customer view with relevant information to service customers efficiently and effectively, partnering with the Smart Secure Documents and Knowledge Management team to define and deliver solutions that simplify complex customer requests and educate agents on processes. User Research & Problem Solving: Proactively and creatively engage with users to uncover their underlying needs, pain points, and opportunities. Analyze these insights to identify problems and collaboratively define innovative solutions that leverage our servicing toolset.
- Data-Driven Decision Making: Analyze relevant data (customer feedback, usage metrics, operational data) to inform requirements, evaluate options, make smart, decisive trade-offs, and ensure delivered value is measurable.
- Outcome Ownership: Take responsibility for defined outcomes by contributing to setting clear goals and helping measure key results that align with product and business objectives.
- Quality Assurance Support: Support the delivery process by executing functional testing and collaborating with QA engineers to ensure solutions meet requirements and quality standards.
- Ability work with 3rd party vendors in driving key initiatives.
- Manage product backlog, track KPIs, support quarterly planning processes across multiple initiatives
- Comfortable with ambiguity and use data to drive forward
Requirements
- Bachelor’s degree in a relevant field (e.g., Business, Technology, Information Systems) or equivalent practical experience.
- General knowledge of Ford Credit operations
- Proven ability to define and document clear, concise requirements (e.g., user stories, acceptance criteria) in an agile environment
- Strong analytical and problem-solving skills, with the ability to navigate ambiguity ("white space"), break down complex issues, generate insights from various sources (including data), and synthesize them into clear, actionable recommendations and compelling narratives.
- Exceptional communication, collaboration, and interpersonal skills, with a track record of building strong relationships and effectively working across diverse functional teams and organizational levels.
- A curious and adaptable mindset with a strong desire to learn about new technologies, business processes, and customer behaviors.
- Evidence of being proactive, taking ownership, and working effectively both independently with minimal supervision and collaboratively as part of a team executing on a shared vision.
- Strong attention to detail, ensuring accuracy in documentation and analysis.
- **Even better, you may have…**
- Direct Ford Credit experience and/or experience within the financial services industry, particularly related to credit operations or customer service.
- Direct experience working as a Business Analyst, Product Owner, or similar role within an agile software delivery team.
- Exposure to or hands-on experience with modern product discovery and development techniques such as user story mapping, rapid prototyping, process modeling (e.g., using BPMN), or journey mapping.
- Experience working with CRM systems or dedicated customer service applications.
Benefits
- Immediate medical, dental, vision and prescription drug coverage
- Flexible family care days, paid parental leave, new parent ramp-up programs, subsidized back-up child care and more
- Family building benefits including adoption and surrogacy expense reimbursement, fertility treatments, and more
- Vehicle discount program for employees and family members and management leases
- Tuition assistance
- Established and active employee resource groups
- Paid time off for individual and team community service
- A generous schedule of paid holidays, including the week between Christmas and New Year’s Day
- Paid time off and the option to purchase additional vacation time.
Job title
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