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Sutherland is a digital transformation company focused on delivering exceptional experiences for both customers and employees. For 38 years, we have been entrusted with caring for our clients' customers - a responsibility we believe we should earn every day. We are dedicated to making those experiences as delightful as possible - instantaneous, relevant, predictive, and frictionless. As an early pioneer in robotic automation, we added to our core through steady investment and acquiring key capabilities. Our design capabilities marry human insight, design- thinking, and process engineering. To make these designs come to life as envisioned by our designers, we employ the latest in robotic automation, conversational AI techniques with a range of AI-ML enhanced products and cloud-based platforms. We believe that the best relationships come from trust and value. In addition to delivering exceptionally engineered experiences, we help our clients improve their productivity, reduce costs, enhance customer loyalty, build additional revenues, reduce time-to-market, and efficiently enter new markets. We also stand by our results. Sixty-one percent of our business is outcome based, ensuring our success is clearly tied to our clients' success. We think that is simple for our clients to understand, and it adds to trust and transparency. Today, over 60 percent of our revenues come from clients with us for more than 13 years. Forty percent of our revenues come from Fortune-50, and 56 percent from Fortune-500 clients. Though we have a rich history, our sights are anchored deeply in the future. We are optimistic about the benefits industry and society will see as human-machine collaboration continues to enhance what people can do. Our offerings deliver on this whether they are Sutherland Anywhere, enabling a secure remote work environment or Sutherland Connect, delivering data- rich, omni-channel services. Our deep product and platform expertise is trained on solving human problems before they emerge, and on how we wrap services around them - hiring, training, performance, security and more - to solve problems for our clients from end to end. We work with clients across industries, including Banking, Financial Services and Insurance, Healthcare, Retail, Telecommunications, Media & Entertainment, and Technology, as well as Travel, Hospitality and Logistics. Our digital backbone spans 144 countries around the world, with 61 delivery centers across 20 countries, handling over 43 million transactions a month for approximately 70 clients. We are a team of 38,000 global professionals, operationally effective, culturally meshed, and committed to our clients and to one another. We call it One Sutherland. Job Description ROLE OVERVIEW Drive development of Banking Financial and Services with responsibility to identify new business opportunities, lead end-to-end sales pursuit, manage client relationships while collaborating with the broader organization to bring forth the best of Sutherland to meet customers' needs. DUTIES AND RESPONSIBILITIES Sales engagement: Driving end-to-end pursuit cycle Consistently generate $3M of revenue from net new logos every year Identify, create, and qualify opportunities (sole sourced, RFPs). Shape and solution engagements in collaboration with subject matter experts as relevant Work with Enterprise customers in helping them get the most from their technology/business investments with appropriate support models. Understand the competitive landscape in the core banking, brokerage, capital markets, back office and be able to participate in design/solutioning of support experiences based on market/customer requirements. Originate, qualify, and close large, digital transformational services engagements spanning business process services, digital, consulting, IT services, analytics. Develop and communicate compelling value propositions and advance sales conversations Drive pricing and MSA negotiations with clients as well as internal approvals Client relationship management and networking: Forging strong relationships Build trusted advisor relationships and influential partnerships based on a strong foundation of business and technology expertise; build on top of and leverage existing client relationships from past work Engage/develop relationships with and sell to C-suite executives Work with vertical heads and account management teams in existing Sutherland accounts to ensure year-over-year revenue growth Build a nuanced understanding of the customer's environment and pain points; synthesize and share through the Sutherland organization so that appropriate value propositions can be crafted Invest in social selling - own and promote Sutherland's brand Teaming: Collaborate to bring forth best of Sutherland Collaborate closely with solutioning studios / CoEs, delivery, vertical sales team and other horizontals including analytics, Sutherland labs, Platform Group, as needed to build customized solutions for end clients Expertise and knowledge management: Staying ahead of the curve Track industry developments, implications of macro-economic moves, new business models, industry disruptors (regulations, new offerings, new players); track technology developments Track competitors' investments, footprint, new offerings; develop account-specific insights Sales operations Develop and own sales plan for winning priority new accounts for Sutherland; review sales pipeline with leadership to ensure target achievement Accountable for the client relationships from deal conception to closing. Qualifications Education: Bachelor's degree, MBA preferred 15+ years of experience in business development with depth in the Banking industry. Experience selling digital transformation, customer experience focused services with hands-on experience pursuing, shaping, and closing deals Experience and examples of engaging senior stakeholders on business problems and ability to match those with relevant service offerings Well networked, with strong references from key stakeholders (buyers, influencers) in F500 enterprises Experience in growing and sustaining long-term customer relationships Resourceful, understands and leverages “The-art-of-the-possible” Proven track record of delivering excellence through informal experience Confident communication/ active listener with top tier skills in “telling the story” and facilitating conversation Will win “or die trying” attitude towards goals Top tier capacity for reasoning, logic, critical thinking & problem solving Looks to research, learn & understand on relevant topics Additional Information All your information will be kept confidential according to EEO guidelines. EEOC and Veteran Documentation During employment, employees are treated without regard to race, color, religion, sex, national origin, age, marital or veteran status, medical condition or handicap, or any other legally protected status. At times, government agencies require periodic reports from employers on the sex, ethnicity, handicap, veteran and other protected status of employees. The purpose of this Administrative EEO Record is for statistical analysis only and is used to comply with government record keeping, reporting, and other legal requirements. Periodic reports are made to the government on the following information. The completion of the Administrative EEO record is optional. If you choose to volunteer the requested information, please note that all Administrative EEO Records are kept in a Confidential File and are not part of your Application for Employment or Personnel file. Please note: YOUR COOPERATION IS VOLUNTARY. INCLUSION OR EXCLUSION OF ANY DATA WILL NOT AFFECT ANY EMPLOYMENT DECISION.

Our Bilingual Spanish Representative team starts at $36,400 per year ($16.50 an hour base wage and an additional $1 an hour for language differential) plus bonus. . Representante Bilingüe en Español Nuestro equipo bilingüe en español comienza en $ 36 400 por año ($ 16,50 por hora de salario base y $ 1 adicionales por hora en lenguaje en diferenciales) más bonificación. Debevivir en Texas para ser elegible para este puesto remoto. What will I do as a Bilingual Spanish Representative? Insurance is one of the most sustainable industries around! Look at it thisway - as long as people have assets they want to protect, insurance will be integral in providing peace of mind, and you, as a Bilingual Spanish Representative are a key player. As part of our Bilingual Spanish Representative team, you will represent one of the nation's top insurance providers by taking inbound calls from warm leads or current policyholders to assist with their insurance needs. Using strong relationship-building you will provide an exceptional customer experience for customers. Qué hare como Representante Bilingüe en Español? ¡Los seguros son una de las industrias más sostenibles! Míralo de esta manera: siempre que las personas tengan activos que quieran proteger, el seguro será integral para brindar tranquilidad. Como representante bilingüe en español, representarás a uno de los principales proveedores de seguros del país al recibir llamadas entrantes de clientes potenciales para cerrar el trato en las ventas de seguros. Interactuarás con los clientes para entender sus necesidades y ofrecerles las mejores soluciones. Utilizando una sólida construcción de relaciones, proporcionarás una experiencia excepcional al cliente para los clientes. Duties and Responsibilities Take inbound calls and conduct a consultation to identify the prospective insured's needs. You will take control of the conversation and match products and solutions that will best meet those needs. Educate the customers on our insurance products and services while identifying opportunities to sell additional products. Read all verbatim and ensure all coverages and solutions are communicated effectively using the provided resources. Solve problems and formulate solutions for customers by researching, analyzing, and resolving inquiries regarding insurance and service-related issues. Engage in a conversation with people from all walks of life. Every caller is unique, so providing and customizing assistance according to the policyholder's needs is a crucial part of the role. Deberes y responsabilidades: Atender llamadas entrantes y realizar una consulta para identificar las necesidades del posible asegurado. Tomará el control de la conversación y combinará los productos y soluciones que mejor satisfagan esas necesidades. Educar a los clientes sobre nuestros productos y servicios de seguros mientras identificando oportunidades para vender productos adicionales. Leendo palabra por palabra y asegúrandose de que todas las coberturas y soluciones se comuniquen de manera efectiva utilizando los recursos proporcionados Resolver problemas y formular soluciones para los clientes investigando, analizando y resolviendo consultas sobre seguros y cuestiones relacionadas con el servicio. Participe en una conversación con personas de todos los ámbitos de la vida. Cada persona que llama es única, brindar y personalizar la asistencia de acuerdo con las necesidades del asegurado es una parte crucial de este puesto. As a Bilingual Spanish Representative, you will get: Remote Work. This position is 100% remote. We will send you the equipment needed for this role. Full time hours. 40-hour work week. Job Stability. We've been in business since 1936. Paid Time Off. Because rest isn't a reward - it's necessary for your wellbeing. Medical, Dental and Vision Insurance. We will help cover the cost of your premium. Tuition Reimbursement. Your goals are important and we'll help you achieve them. Referral Program. We have one of the most lucrative referral programs around. Career Growth. Most of our senior leadership started as agents. We promote from within! Annual Performance Reviews. We reward your good work with more money. Como Representante Bilingüe en Español, obtendrás: Trabajo remoto. Esta posición es 100% remoto. Le enviaremos el equipo necesario para este puesto. Horario de Tiempo Completo. Semana laboral de 40 horas. Estabilidad laboral. Estamos en la industria desde 1936. Tiempo libre pagado. Porque el descanso no es una recompensa, es necesario para tu bienestar. Seguro médico, dental y de visión. Te ayudamos a cubrir el costo de su prima. Reembolso de matrícula. Tus metas son importantes y te ayudaremos a alcanzarlas. Programa de referidos. Tenemos uno de los programas de referidos mejor pagados. Crecimiento profesional. La mayoría de nuestros altos directivos comenzaron como agentes. ¡Promovemos desde dentro! Revisiones anuales de desempeño. Premiamos tu buen desempeño con más dinero. What are the qualifications to be a Bilingual Spanish Representative at Afni? At least six months working in a service or sales environment Ability to work in a fast-paced environment Ability to multitask and use effective time management A minimum of 6 months of work-at-home experience is required. Ability to communicate written and verbally in both Spanish and English Computer skills Cuáles son los requisitos para ser un representante bilingüe en español en Afni? Al menos seis meses trabajando en servicio al cliente o ventas Capacidad para trabajar en un entorno acelerado Capacidad para realizar múltiples tareas y utilizar una gestión eficaz del tiempo Se requiere un mínimo de 6 meses de experiencia trabajando desde casa. Capacidad para comunicarse escrita y verbalmente en Espanol y Ingles Habilidad para trabajar con un CRM. TXVHINBL At Afni we provide equal employment opportunities to all qualified individuals. Employment is based upon personal capabilities and qualifications without discrimination because of race, color, religion, sex, age, national origin, disability, or any other protected characteristic as established by law. This policy of Equal Employment Opportunity applies to all policies and procedures relating to recruitment and hiring, compensation, benefits, termination, and all other terms and conditions of employment. En Afni ofrecemos igualdad de oportunidades de empleo a todas las personas calificadas. El empleo se basa en las capacidades y cualificaciones personales sin discriminación por motivos de raza, color, religión, sexo, edad, origen nacional, discapacidad o cualquier otra característica protegida según lo establecido por la ley. Esta política de Igualdad de Oportunidades de Empleo se aplica a todas las políticas y procedimientos relacionados con el reclutamiento y la contratación, la compensación, los beneficios, la terminación y todos los demás términos y condiciones de empleo. What You Need to Thrive in Our Remote Environment: Cable or Fiber Internet Service only (no dial-up, DSL, satellite or cellular) 25Mbps Download/10Mbps Upload Ping Rate - Less than 100 ms A private workspace with desk/chair where surrounding noise (children, pets, people, electronics, etc.) cannot be heard or present during working hours. Ability to be on webcam during working hours Lo que necesitas para prosperar en nuestro entorno remoto: Solo servicio de Internet por cable o fibra (sin acceso telefónico, DSL, satelital o celular) 25 Mbps de descarga/10 Mbps de subida Tasa de ping: menos de 100 ms Un espacio de trabajo privado con escritorio/silla donde el ruido del entorno (niños, mascotas, personas, aparatos electrónicos, etc.) no se pueda escuchar ni estar presente durante las horas de trabajo. Posibilidad de estar en la cámara web durante las horas de trabajo Requirements Must be 18 years of age Must have GED or High School Diploma Must be legally permitted to work in the United States Requisitos: Mayor de 18 años de edad Preparatoria terminada

At Percepta, we bring first-class service across each market we support. As a Dealership Warranty Advocate (100% Work from home), you'll be a part of creating and delivering amazing customer experiences, while also enjoying the satisfaction of being part of a unique culture. What You'll Be Doing The Dealership Warranty Advocate is responsible for investigating/resolving warranty inquiries and responding to questions/concerns regarding warranty claim submission in a professional and timely manner. This role is responsible for communicating with client management, the Warranty Administration Team, Dealerships, and Regional Personnel via phone and written communication. The Dealership Warranty Advocate is also obligated for learning the full warranty suite of applications/ publications and is expected to achieve customer service levels and business performance goals. During a Typical Day, You'll Investigate and resolve Dealerships' warranty issues in a timely and professional manner which involves communicating with the appropriate teams from the Dealerships, the client management, Regional staff, and other entities to obtain the necessary information to successfully resolved the issues. Document each contact in the appropriate system and create/maintain all contact communications. Utilize Automotive Warranty systems for claims review and processing. Analyze trends in contact data and other internal data that indicate repetitive Dealership concerns and identify opportunities for improvements. Develop these opportunities into action /implementation plans for management and work with the appropriate Automotive Client and Dealerships teams to reduce Dealership pain points. Provide feedback on improvement implementation plans to the client and Percepta management teams. Continuously learn and improve program knowledge including the warranty suite of applications/publications, system knowledge enhancing Dealership satisfaction, and service levels. Partner with Global Warranty Administrator and Warranty Escalation Analysts on claims analysis audits, OWS escalations ensuring advocacy for Dealerships, metrics tracking and validation, and training initiatives. Ensure adherence to the client's record retention policy. Work on activities and/or projects as requested by management. What You Bring to the Role High School diploma required; College Degree preferred 3-5 years of experience required in one of or a combination of the following areas: Dealership Warranty Administration (preferably at a major automotive Dealership), or Warranty-related or Recall-related work at an OEM, or Service Technician experience (preferably at a major automotive Dealership) What You Can Expect Health/Dental/Vision/Life Insurance Pay of $20.50 per hour Flexible Spending Account (FSA) and Health Savings Account (HSA) 401(k) with company match Vacation/Sick Time and Paid Holidays Tuition Reimbursement Employee Assistance Program Employee Discount Program Training and Development Programs (Percepta College) Employee Rewards Program (Perci Perks) Established in 2000 as a joint venture with TTEC, Percepta has specialized in creating customer loyalty to its clients across the globe. Delivered in multiple channels, speaking multiple languages, we bring first-class service across each market we support. Our values are the heartbeat of our organization, and we live, breathe, and play by them daily. At Percepta, we: Lead with humility - We listen first, lead with empathy, and stay grounded-so people and ideas have room to grow. Service beyond self - We serve others-clients, customers, and teammates-with care and integrity in every interaction. Leave it better - We take ownership and leave every process, person, and place better than we found it. Win together - We succeed as one-celebrating, supporting, and showing up for each other. Deliver remarkable - We go beyond expectations to create bold, meaningful moments that stand out. Percepta is proud to be an equal opportunity employer where all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. Percepta embraces and is committed to building a diverse and inclusive workforce that respects and empowers the culture and perspectives within our global teams. We strive to reflect the communities we serve by not only delivering amazing service and technology, but also humanity. We make it a point to make sure all our employees feel valued and comfortable being their authentic selves at work. As a global company, we know diversity is our strength. It enables us to view projects and ideas from different vantage points and allows every individual to bring value to the table in their unique way. #LI-Remote

Job DescriptionRequisition Title: Bilingual French Customer Service Case Manager (046SQ) US-FL-MelbourneDescription At Percepta, we deliver award-winning services for every stage of the automotive and mobility customer journey. As a Customer Service Case Manager (Bilingual French) working fully remote in Melbourne, FL, you'll become part of a community that values your success, supports your career growth, and celebrates your contributions. What You'll Be Doing The Customer Service Case Manager (Bilingual French) will work with customers and prospective buyers to earn and retain their loyalty to our client, a globally recognized provider of high-quality automotive products and services. This will be accomplished by creating relationships based on understanding the customer's needs, concerns, lifestyle, and preferences by carefully listening to the customer, providing knowledge and resources, and resolving issues in a timely basis. In this role, the Customer Service Case Manager (Bilingual French) is empowered to make decisions using customer satisfaction tools to resolve customer concerns and ensure customer loyalty. During a Typical Day, You'll Provide an exceptional customer experience with a focus on building a relationship of trust and enthusiasm, while guiding the customer from website to pre-buy experience. This includes vehicle knowledge and availability, local promotions for the brand, assisting with specifications of the vehicle, assisting with customer/dealer connection, and educating the customer on products and services Act as a resource for all product knowledge and service support Schedule activities as required for special events Actively listen to the customer while controlling the interaction to lead the customer in a professional and efficient manner Act as a liaison between the customer, service support, and dealership by following up to ensure customer satisfaction Be responsible for handling inbound customer calls regarding sales and service in a helpful, courteous, and professional manner, displaying knowledge and concern for their needs Be responsible for handling emails and chats Exhibit strong follow-up and organizational skills in both verbal and written communication Be responsible for resolving customer issues using all available resources, including Dealers (i.e., service personnel, subject matter experts (SMEs), leadership, and field service engineers). Return all email and voice mail messages promptly and follow up with customers and dealers as committed Be responsible for documenting customer inquiries and concerns Use applicable customer satisfaction tools to resolve customer issues. Tools include financial assistance, service plans, payments, and maintenance plans Participate in business-related marketing and sales projects Meet specified goals as set forth by management Provide feedback to management for the continued and improved performance of the department to foster positive results and growth Work as a team player - assist other team members when in need of support What You Bring to the Role High school diploma required; an Associate or bachelor's degree is preferred Bilingual English and Canadian French (Fluent) - must be able to pass verbal and written assessments A minimum of two (2) years of experience in customer service, call center, hospitality, public relations, or sales Experience in a luxury field (hospitality or brand product) is a plus Knowledge of the automotive industry is a plus Strong verbal and written communication skills Strong customer service, interpersonal, and relationship-building skills Excellent English language (oral and written), with grammatical knowledge and etiquette Typing skills (minimum of 30 words per minute) What You Can Expect Pay rate of $20.34 per hour, inclusive of the base pay of $18.34 per hour + $2.00 per hour premium for the bilingual French skill Health/Dental/Vision/Life Insurance Flexible Spending Account (FSA) and Health Savings Account (HSA) 401(k) with company match Vacation/Sick Time and Paid Holidays Tuition Reimbursement Employee Assistance Program Employee Discount Program Training and Development Programs (Percepta College) Employee Rewards Program (Perci Perks) A Bit More About Your Role This position is a single point of contact for customers to address sales, product knowledge, service issues, dealer information, and obtain resolutions. Customer interaction will be accomplished through a combination of inbound/outbound phone, email, and other correspondence. About Percepta Established in 2000 as a joint venture with TTEC, Percepta has specialized in creating customer loyalty for its clients across the globe. Delivered in multiple channels, speaking multiple languages, we bring first-class service across each market we support. Our values are the heartbeat of our organization, and we live, breathe, and play by them daily. At Percepta, we: Lead with humility - We listen first, lead with empathy, and stay grounded-so people and ideas have room to grow. Service beyond self - We serve others-clients, customers, and teammates-with care and integrity in every interaction. Leave it better - We take ownership and leave every process, person, and place better than we found it. Win together - We succeed as one-celebrating, supporting, and showing up for each other. Deliver remarkable - We go beyond expectations to create bold, meaningful moments that stand out. Percepta is proud to be an equal opportunity employer where all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. Percepta embraces and is committed to building a diverse and inclusive workforce that respects and empowers the culture and perspectives within our global teams. We strive to reflect the communities we serve by not only delivering amazing service and technology, but also humanity. We make it a point to make sure all our employees feel valued and comfortable being their authentic selves at work. As a global company, we know diversity is our strength. It enables us to view projects and ideas from different vantage points and allows every individual to bring value to the table in their unique way.

At Percepta, we deliver award-winning services for every stage of the automotive and mobility customer journey. As an Escalation Support Specialist (specializing in the automotive industry) working hybrid in Allen Park, MI, you'll become part of a community that values your success, supports your career growth, and celebrates your contributions. What You'll Be Doing The Escalation Support Specialist plays a vital role in delivering a smooth and reliable experience for customers using connected vehicle services. In this position, you'll troubleshoot and resolve complex technical issues, act as a point of escalation for customer concerns, and collaborate closely with both internal teams and external partners to provide timely, effective solutions. You'll be part of a team dedicated to creating innovative, integrated customer experiences through connected technologies. By leveraging over-the-air (OTA) updates and advanced digital platforms, the team is continuously enhancing vehicle functionality and redefining how customers interact with their vehicles. During a Typical Day, You'll Provide expert-level technical assistance for escalated customer issues, ensuring timely resolution within defined service-level agreements (SLAs). Diagnose and resolve complex hardware and software issues related to connected vehicle services, collaborating with engineering, product, and other internal teams as needed. Use connected vehicle data to identify and address potential issues before they affect customers, contributing to improvements in service quality and reliability. Analyze support trends and recurring issues to identify root causes and areas for improvement. Contribute to the development of reports and key performance indicators (KPIs). Work closely with internal stakeholders and external partners to resolve issues efficiently and maintain clear, consistent communication with all parties. Maintain responsibility for end-to-end case management, ensuring updates are clearly communicated to customers, internal stakeholders, and partner teams. Identify opportunities to streamline support processes and reduce manual effort. Collaborate with the Knowledge Base team to create and maintain internal documentation that enables real-time solutions. Escalate unresolved or highly complex issues through appropriate channels (e.g., Jira, ServiceNow, Microsoft Teams, Webex), ensuring timely handoff and continued visibility until resolution. Monitor and communicate patterns in software-related issues to team leads and relevant stakeholders to support root-cause analysis and long-term resolution planning. What You Bring to the Role A high school diploma or GED (required); additional education in automotive service, software technology, or a related field is preferred-or equivalent practical experience. 3+ years of experience in engineering or technical support, ideally in a customer-facing or escalation-focused role. Proficiency with help desk platforms, remote support tools, and CRM systems such as Microsoft Dynamics or Salesforce. Familiarity with incident and problem management tools (e.g., Jira, BMC, ServiceNow). Experience working in a remote or distributed work environment is a plus. Strong technical troubleshooting skills with the ability to resolve complex hardware and software issues. Solid understanding of the software development lifecycle (SDLC) and Agile methodologies; experience with developer tools (e.g., IDEs, compilers, debuggers) is a plus. High emotional intelligence with the ability to empathize with customer concerns and maintain professionalism in high-pressure situations. Proven adaptability in fast-paced environments with shifting priorities and evolving technologies. Exceptional communication and interpersonal skills, with a strong focus on delivering outstanding customer experiences. Demonstrated ability to work both independently and collaboratively within cross-functional teams. A proactive mindset and passion for identifying solutions, improving processes, and exceeding customer expectations. What You Can Expect Starting hourly pay rate of $21.00 per hour (based on experience and other factors) Health/Dental/Vision/Life Insurance Flexible Spending Account (FSA) and Health Savings Account (HSA) 401(k) with company match Vacation/Sick Time and Paid Holidays Tuition Reimbursement Employee Assistance Program Employee Discount Program Training and Development Programs (Percepta College) Award-Winning Employee Rewards Program (Perci Perks) A Bit More About Your Role This is a full-time position (40 hours per week) with a hybrid work schedule. You'll work on-site at our office in Michigan Central Station, located in Corktown, Monday through Thursday, with the flexibility to work remotely on Fridays. Our hours of operation are 8\:00 AM to 8\:00 PM ET, and your specific working hours may vary within that window. All necessary equipment and tools will be provided to support your success in the role. About Percepta Established in 2000 as a joint venture between TTEC and a leading auto manufacturer, Percepta has specialized in creating customer loyalty for its clients across the globe. Delivered in multiple channels, speaking multiple languages, we bring first-class service across each market we support. Our values are the heartbeat of our organization, and we live, breathe, and play by them daily. At Percepta, we: Lead with humility - We listen first, lead with empathy, and stay grounded-so people and ideas have room to grow. Service beyond self - We serve others-clients, customers, and teammates-with care and integrity in every interaction. Leave it better - We take ownership and leave every process, person, and place better than we found it. Win together - We succeed as one-celebrating, supporting, and showing up for each other. Deliver remarkable - We go beyond expectations to create bold, meaningful moments that stand out. Percepta is proud to be an equal opportunity employer where all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. Percepta embraces and is committed to building a diverse and inclusive workforce that respects and empowers the culture and perspectives within our global teams. We strive to reflect the communities we serve by not only delivering amazing service and technology, but also humanity. We make it a point to make sure all our employees feel valued and comfortable being their authentic selves at work. As a global company, we know diversity is our strength. It enables us to view projects and ideas from different vantage points and allows every individual to bring value to the table in their unique way. #LI-Hybrid

Hourly Pay Range: $13.94 - $21.63 As a Bilingual UM Collector, you'll act as liaison between the client and insured communicating various facets in the subrogation process. This position handles reviewing files up to and including reaching settlements. You will initiate outbound calls and field inbound calls from responsible parties and attempt to collect money owed. In addition to your base pay we reward performance and quality with extra money per hour. Afni is a leading global customer service provider that's been around for more than 80 years. We have a fun and inclusive team in Bloomington where you can make friends, do meaningful work and grow your career -- we love to promote from within! What You'll Do Review files for adequacy of investigation and measure of damages to initiate collection. Research the application of law as it applies to specific claims in each state for Department of Transportation purposes or statutory regulations. Recommend whether to pursue collection or litigation. Initiate outbound calls and field inbound calls from responsible parties and attempting to collect money owed Review the initial content of each file while documenting and tracking all ongoing verbal and written correspondence related to the file in all applicable systems. Update and document information to achieve maximum recoveries. Utilize Skip Tracing techniques to contact consumers to reach a settlement. What You'll Get Full time. 40 hours per week schedule with overtime opportunities. Job stability. We've been doing this work in Bloomington for over 80 years! Training. We'll teach you everything you need to be great! Great Paid time off. You'll get 10 days during your first year, plus 7 paid holidays! Benefits. Medical, dental & vision insurance with premiums partly paid by the company! College tuition Up to $5,250 annually! Teamwork. We believe in teamwork and having fun together while we work with frequent contests and recognition events! Referral Program. One of the best unlimited employee referral bonus programs out there. Career Growth. Gain some great experience to promote to higher roles -- most of our support and leadership staff started as Sales or Service agents! Annual Performance Reviews. We reward your hard work with annual wage increases. We have remote opportunities to work with us in the following states: Alabama Arizona Florida Georgia Kentucky North Carolina South Carolina Texas VHArS Qualifications High School diploma or GED with six months of industry knowledge required. Strong analyzing and negotiating techniques. Demonstrates a sincere interest in listening to and responding to customer concerns and solving their issue in a timely manner. Communicates clearly and logically using appropriate written and oral techniques. Seeks clarification for unclear or missing information. Demonstrated reasoning and problem-solving abilities. Previous experience with outbound sales or phone sales. Previous Collections preferred. Subrogation or Insurance experience preferred. Spanish Bilingual Required Why Afni? Because with us, you matter. At Afni, you are not simply an employee, you're part of our family. At Afni we provide equal employment opportunities to all qualified individuals. Employment is based upon personal capabilities and qualifications without discrimination because of race, color, religion, sex, age, national origin, disability, or any other protected characteristic as established by law. This policy of Equal Employment Opportunity applies to all policies and procedures relating to recruitment and hiring, compensation, benefits, termination, and all other terms and conditions of employment.

Job DescriptionRequisition Title: French Bilingual Charging Customer Experience Specialist - Automotive Industry (048R9) US-MI-DearbornDescription At Percepta, we bring first-class service across each market we support. As French Customer Experience Specialist in Allen Park, MI, you'll be a part of creating and delivering amazing customer experiences, while also enjoying the satisfaction of being part of a unique culture. What You'll Be Doing The Customer Experience Specialist (CXS) will work with customers and prospective buyers to earn and retain their loyalty with our customers, a globally recognized provider of high-quality automotive products and services. This will be accomplished by creating relationships based on understanding the customer's needs, concerns, lifestyle, and preferences by carefully listening to the customer, providing knowledge and resources, and resolving issues in a timely basis. In this role, the (CXS) is empowered to make decisions using customer satisfaction tools to resolve customer concerns and to ensure customer loyalty. This position is a Single Point of Contact for customers to address sales, product knowledge, service issues, dealer information, and to obtain resolutions. Customer interaction will be accomplished through a combination of inbound/outbound phone, email, and other correspondence. During a Typical Day, You'll Provide an exceptional customer experience with a focus on building a relationship of trust and enthusiasm while guiding the customer from website to pre-buy experience, to include: Vehicle knowledge and availability Local promotions for the brand Assist with specifications of vehicle Assist with customer/Dealer connection Educate the customer on products and services Act as a resource of all product knowledge and service support Scheduling activities as required for special events Actively listens to the customer while controlling the interaction to lead the customer in a professional and efficient manner Act as a liaison between customer, service support, and dealership by following up to ensure customer satisfaction Responsible for handling inbound customer calls regarding sales and service in a helpful, courteous, and professional manner, displaying knowledge and concern for their needs Responsible for handling emails and chats Exhibit strong follow up and organizational skills, in both verbal and written communication Responsible for resolving customer issues using all available resources, including Dealers i.e. Service Personnel, Subject Matter Experts', leadership, and Field Service Engineers. Return all email and voice mail messages promptly and follow up with customers and dealers as committed Responsible for documenting customer inquiries and concerns When necessary, use applicable customer satisfaction tools to resolve customer issues. Tools include financial assistance, service plans, payments, and maintenance plans Participate in business-related marketing and sales projects Ability to meet specified goals as set forth by management Provide feedback to management for the continued and improved performance of the department to foster positive results and growth Work as a team player - assist other team members when in need of support Other duties as assigned Case Management Practical application of time management is critical as specialists will focus on handling cases from initial concern to resolution Specialists will be trained on processes that include understanding local laws Specialists will need to handle cases within the client's established timeline Successful agents in this role will utilize resources including onsite Knowledge Base, Dealerships, local resources, Part & Tech SME's for case progression Critically important to agent success and customer satisfaction includes keeping our promise. Agents must follow up with customers on updates and timelines. Missing timelines to follow up leads to a poor customer experience and diminished brand loyalty What You Bring to the Role Education · High School Diploma required; Associate or Bachelor's degree preferred Experience · 2 years of experience in a Customer Relations Contact Center, hospitality industry, or PR/Sales field · Experience in a luxury field (hospitality or brand product) is a plus · Knowledge of the automotive industry is a plus Skills · High level of trust and integrity · Strong verbal and written communication skills · Detailed listening skills · Strong customer service, interpersonal, and relationship-building skills · Time management and ability to prioritize projects and customer needs · Conflict resolution skills - listen to the customer · Exercise good service and business judgment with the end goal of customer satisfaction · Excellent English language, oral and written, with grammatical knowledge and etiquette · Ability to sway the opinion of others through verbal and/or written correspondence · Ability to blend personality with a professional demeanor to provide the customer with a comfortable conversation · Use of technology for product resourcing to resolve customer issues · Typing Skills (minimum 30wpm) · Knowledgeable in MS Office, Email, Texting, and Chat · Ability to work through multiple computer screens · Ability to work calmly under pressure · Displays professionalism in demeanor, language, and appearance What You Can Expect • Pay rate of $20.00 +$2.00 Language Premium a total of $22.00 per hour • Health/Dental/Vision/Life Insurance • Flexible Spending Account (FSA) and Health Savings Account (HSA) • 401(k) with company match • Vacation/Sick Time and Paid Holidays • Tuition Reimbursement • Employee Assistance Program • Employee Discount Program • Training and Development Programs (Percepta College) • Employee Rewards Program (Perci Perks) A Bit More About Your Role Hours of Operation: Monday -Sunday 7:00 am - 11:30 pm EST (40hrs per week) (24/7 Hours) Hybrid (3 days work from home and 2 days onsite) 100% Onsite during training Established in 2000 as a joint venture with TTEC, Percepta specialized in creating customer loyalty to its clients across the globe. Delivered in multiple channels, speaking multiple languages, we bring first-class service across each market we support. Our values are the heartbeat of our organization, and we live, breathe, and play by them daily. At Percepta, we: Lead with humility - We listen first, lead with empathy, and stay grounded-so people and ideas have room to grow. Service beyond self - We serve others-clients, customers, and teammates-with care and integrity in every interaction. Leave it better - We take ownership and leave every process, person, and place better than we found it. Win together - We succeed as one-celebrating, supporting, and showing up for each other. Deliver remarkable - We go beyond expectations to create bold, meaningful moments that stand out. Percepta is proud to be an equal opportunity employer where all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. Percepta embraces and is committed to building a diverse and inclusive workforce that respects and empowers the culture and perspectives within our global teams. We strive to reflect the communities we serve by not only delivering amazing service and technology, but also humanity. We make it a point to make sure all our employees feel valued and comfortable being their authentic selves at work. As a global company, we know diversity is our strength. It enables us to view projects and ideas from different vantage points and allows every individual to bring value to the table in their unique way. #LI-Onsite #LI-Hybrid

At Percepta, we bring first-class service across each market we support. As a French Bilingual Customer Care Representative/Guides in Dearborn, MI you'll be a part of creating and delivering amazing customer experiences, while also enjoying the satisfaction of being part of a unique culture. What You'll Be Doing The Guides provides exceptional customer service support for the Rewards Programs, which are loyalty marketing platforms designed to reward members for doing business with the company. The Rewards Guide will provide a high level of customer and dealer support through a variety of requests through multiple channels. This will include technical app support, concern resolution, detailed product information, sales incentives/campaign support, and general information and/or questions, providing best in class service. The Rewards Guide will be responsible for providing timely, professional and accurate customer service within the contractual customer service metrics. During a Typical Day, You'll · Maneuver effortlessly through various digital and voice communication channels (phone, chat, and email) to provide the customer with prompt, courteous, and accurate information including: · Utilizing available resources to accurately respond to customer inquiries through appropriate channels. · Corresponding with customers via mail channel as appropriate · Responsible for reviewing customer concerns and inquiries, determining the appropriate actions based upon job aids and existing desktop solution tools, and taking the appropriate action. · Rewards Guides may be assigned to specialize but will be cross trained to support the functions. · Provide inbound helpdesk support for member, dealer, and region employees on various issues including: · User access, promotion information, site navigation, system errors and performance, billing, reporting and dealer list uploads · Website assistance to dealers and field personnel · Dealer enrollment process · Reviewing dealer parts statements · Process program cancellation requests · Determines the appropriate route for escalating complex issues based on the type of expertise required. · Document status of all interactions indicating appropriate outcome and follow up requirements · Establish a rapport and build confidence in the brand recognition by proactively promoting company's products and services. · Take personal ownership and accountability for meeting customer needs, demonstrating appropriate levels of empathy, enthusiasm, skill and expertise - consistently courteous with customers. · Achieve ‘world-class' service with each member where ‘world-class' is defined as consumers having a uniquely pleasant experience, feeling they received valuable service and knowledge from a competent professional while educating the customer on client products and services. · Utilize all resources, including the call specific applications, to obtain the correct answer for the customer. · Document all actions in the appropriate call tracking system. · Identify and relay to Team Leader areas for improvement within the inquiry and concern resolution processes. · Communicate customer service problem to Team Leader when necessary. · Support operations through business processes and practices designed to support employee retention, productivity, profitability, and consumer satisfaction. · Maintain exceptional product knowledge as it relates to technical support and continuously updates knowledge of product and service offerings, current industry products, and technologies. · Performs additional responsibilities or projects as assigned. What You Bring to the Role · Six (6) months of customer service/sales experience in a contact center operations environment desired · Experience with customer contact system desired · Understanding of dealership operations and processes are desired. · Microsoft Office (Word, Excel, Outlook) What You Can Expect · Pay rate of $17 per hour +$2.00 Language Premium · Health/Dental/Vision/Life Insurance · Flexible Spending Account (FSA) and Health Savings Account (HSA) · 401(k) with company match · Vacation/Sick Time and Paid Holidays · Tuition Reimbursement · Employee Assistance Program · Employee Discount Program · Training and Development Programs (Percepta College) · Employee Rewards Program (Perci Perks) Established in 2000 as a joint venture with TTEC, Percepta specialized in creating customer loyalty to its clients across the globe. Delivered in multiple channels, speaking multiple languages, we bring first-class service across each market we support. Our values are the heartbeat of our organization, and we live, breathe, and play by them daily. At Percepta, we: Lead with humility - We listen first, lead with empathy, and stay grounded-so people and ideas have room to grow. Service beyond self - We serve others-clients, customers, and teammates-with care and integrity in every interaction. Leave it better - We take ownership and leave every process, person, and place better than we found it. Win together - We succeed as one-celebrating, supporting, and showing up for each other. Deliver remarkable - We go beyond expectations to create bold, meaningful moments that stand out. Percepta is proud to be an equal opportunity employer where all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. Percepta embraces and is committed to building a diverse and inclusive workforce that respects and empowers the culture and perspectives within our global teams. We strive to reflect the communities we serve by not only delivering amazing service and technology, but also humanity. We make it a point to make sure all our employees feel valued and comfortable being their authentic selves at work. As a global company, we know diversity is our strength. It enables us to view projects and ideas from different vantage points and allows every individual to bring value to the table in their unique way. #LI-Onsite #LI-Hybrid

Sutherland is a digital transformation company focused on delivering exceptional experiences for both customers and employees. For 38 years, we have been entrusted with caring for our clients' customers - a responsibility we believe we should earn every day. We are dedicated to making those experiences as delightful as possible - instantaneous, relevant, predictive, and frictionless. As an early pioneer in robotic automation, we added to our core through steady investment and acquiring key capabilities. Our design capabilities marry human insight, design- thinking, and process engineering. To make these designs come to life as envisioned by our designers, we employ the latest in robotic automation, conversational AI techniques with a range of AI-ML enhanced products and cloud-based platforms. We believe that the best relationships come from trust and value. In addition to delivering exceptionally engineered experiences, we help our clients improve their productivity, reduce costs, enhance customer loyalty, build additional revenues, reduce time-to-market, and efficiently enter new markets. We also stand by our results. Sixty-one percent of our business is outcome based, ensuring our success is clearly tied to our clients' success. We think that is simple for our clients to understand, and it adds to trust and transparency. Today, over 60 percent of our revenues come from clients with us for more than 13 years. Forty percent of our revenues come from Fortune-50, and 56 percent from Fortune-500 clients. Though we have a rich history, our sights are anchored deeply in the future. We are optimistic about the benefits industry and society will see as human-machine collaboration continues to enhance what people can do. Our offerings deliver on this whether they are Sutherland Anywhere, enabling a secure remote work environment or Sutherland Connect, delivering data- rich, omni-channel services. Our deep product and platform expertise is trained on solving human problems before they emerge, and on how we wrap services around them - hiring, training, performance, security and more - to solve problems for our clients from end to end. We work with clients across industries, including Banking, Financial Services and Insurance, Healthcare, Retail, Telecommunications, Media & Entertainment, and Technology, as well as Travel, Hospitality and Logistics. Our digital backbone spans 144 countries around the world, with 61 delivery centers across 20 countries, handling over 43 million transactions a month for approximately 70 clients. We are a team of 38,000 global professionals, operationally effective, culturally meshed, and committed to our clients and to one another. We call it One Sutherland. Job Description ROLE OVERVIEW Drive development of Banking Financial and Services with responsibility to identify new business opportunities, lead end-to-end sales pursuit, manage client relationships while collaborating with the broader organization to bring forth the best of Sutherland to meet customers' needs. DUTIES AND RESPONSIBILITIES * Sales engagement: Driving end-to-end pursuit cycle * Consistently generate $3M of revenue from net new logos every year * Identify, create, and qualify opportunities (sole sourced, RFPs). Shape and solution engagements in collaboration with subject matter experts as relevant * Work with Enterprise customers in helping them get the most from their technology/business investments with appropriate support models. * Understand the competitive landscape in the core banking, brokerage, capital markets, back office and be able to participate in design/solutioning of support experiences based on market/customer requirements. * Originate, qualify, and close large, digital transformational services engagements spanning business process services, digital, consulting, IT services, analytics. * Develop and communicate compelling value propositions and advance sales conversations * Drive pricing and MSA negotiations with clients as well as internal approvals * Client relationship management and networking: Forging strong relationships * Build trusted advisor relationships and influential partnerships based on a strong foundation of business and technology expertise; build on top of and leverage existing client relationships from past work * Engage/develop relationships with and sell to C-suite executives * Work with vertical heads and account management teams in existing Sutherland accounts to ensure year-over-year revenue growth * Build a nuanced understanding of the customer's environment and pain points; synthesize and share through the Sutherland organization so that appropriate value propositions can be crafted * Invest in social selling - own and promote Sutherland's brand * Teaming: Collaborate to bring forth best of Sutherland * Collaborate closely with solutioning studios / CoEs, delivery, vertical sales team and other horizontals including analytics, Sutherland labs, Platform Group, as needed to build customized solutions for end clients * Expertise and knowledge management: Staying ahead of the curve * Track industry developments, implications of macro-economic moves, new business models, industry disruptors (regulations, new offerings, new players); track technology developments * Track competitors' investments, footprint, new offerings; develop account-specific insights * Sales operations * Develop and own sales plan for winning priority new accounts for Sutherland; review sales pipeline with leadership to ensure target achievement * Accountable for the client relationships from deal conception to closing. Qualifications * Education: Bachelor's degree, MBA preferred * 15+ years of experience in business development with depth in the Banking industry. * Experience selling digital transformation, customer experience focused services with hands-on experience pursuing, shaping, and closing deals * Experience and examples of engaging senior stakeholders on business problems and ability to match those with relevant service offerings * Well networked, with strong references from key stakeholders (buyers, influencers) in F500 enterprises * Experience in growing and sustaining long-term customer relationships * Resourceful, understands and leverages "The-art-of-the-possible" * Proven track record of delivering excellence through informal experience * Confident communication/ active listener with top tier skills in "telling the story" and facilitating conversation * Will win "or die trying" attitude towards goals * Top tier capacity for reasoning, logic, critical thinking & problem solving * Looks to research, learn & understand on relevant topics Additional Information All your information will be kept confidential according to EEO guidelines. EEOC and Veteran Documentation During employment, employees are treated without regard to race, color, religion, sex, national origin, age, marital or veteran status, medical condition or handicap, or any other legally protected status. At times, government agencies require periodic reports from employers on the sex, ethnicity, handicap, veteran and other protected status of employees. The purpose of this Administrative EEO Record is for statistical analysis only and is used to comply with government record keeping, reporting, and other legal requirements. Periodic reports are made to the government on the following information. The completion of the Administrative EEO record is optional. If you choose to volunteer the requested information, please note that all Administrative EEO Records are kept in a Confidential File and are not part of your Application for Employment or Personnel file. Please note: YOUR COOPERATION IS VOLUNTARY. INCLUSION OR EXCLUSION OF ANY DATA WILL NOT AFFECT ANY EMPLOYMENT DECISION.

At Percepta, we bring first-class service across each market we support. As an Integrated Services Support Specialist in Dearborn MI, you'll be a part of creating and delivering amazing customer experiences, while also enjoying the satisfaction of being part of a unique culture. What You'll Be Doing Integrated Services at a Automotive Company creates and delivers innovative customer experiences by seamlessly integrating hardware, software, and services across the Company. Our over-the-air (OTA) updates continuously enhance customer experience, making Automotive Company vehicles smarter and more valuable over time. We're building leading-edge connected digital platforms that will revolutionize how vehicles operate, how people interact with them, and the overall value they provide. The Escalation Support Specialist will play a critical role in ensuring a seamless experience for our retail customers using connected vehicle services. You will troubleshoot and resolve complex technical issues, collaborate effectively with internal teams and external customers, and deliver timely solutions. During a Typical Day, You'll · Escalation Support\: Provide expert technical support to retail customers via our Contact Resolution Center (CRC), resolving hardware and software issues within defined SLAs. · Issue Resolution\: Diagnose and resolve complex technical problems related to connected vehicle services, collaborating with product and engineering teams as needed. · Proactive Monitoring & Issue Prevention\: Leverage connected vehicle data to proactively identify and address potential issues before they impact customers, improving overall quality metrics. · Data Analysis & Reporting\: Analyze support data to identify trends, recurring issues, and areas for improvement in our services. Contribute to reporting on key performance indicators (KPIs). · Collaboration & Communication\: Effectively communicate with customers, internal teams (engineering, product, etc.), and external partners to resolve issues and provide updates. · Documentation & Knowledge Base\: Create and maintain up-to-date documentation, including troubleshooting guides, FAQs, and knowledge base articles. · Process Improvement\: Identify opportunities to streamline support processes and reduce manual effort. · Responsible for following up on cases to ensure any update is communicated with customers, Managers, Engineers and dealers to support escalated cases in effort to resolve customers' concerns. · Identify and communicate software related departmental trends to Team Leads, Managers, Managers and Engineers to bring awareness and work toward possible solutions. · Work with Knowledge Base on creation of articles for internal use for teams across the CRCs in effort to promote real-time solutions. · Escalation Management\: Efficiently escalate complex or unresolved issues to appropriate teams via Jira, ServiceNow, Microsoft Teams or Webex ensuring timely resolution and communication to the customer. What You Bring to the Role Education · High School Diploma or GED · Postsecondary education program in automotive service or software technology preferred or equivalent work experience Experience · 3+ years of experience in engineering or technical support, preferably in a customer-facing role. · Experience with help desk software, remote support tools, and CRM systems (e.g., Microsoft Dynamics, Salesforce). · Experience working with IT incidents and problem management tools, such as JIRA, BMC or Service Now. · Experience in a remote work environment is preferred. What You Can Expect · Health/Dental/Vision/Life Insurance · Flexible Spending Account (FSA) and Health Savings Account (HSA) · 401(k) with company match · Vacation/Sick Time and Paid Holidays · Tuition Reimbursement · Employee Assistance Program · Employee Discount Program · Training and Development Programs (Percepta College) · Employee Rewards Program (Perci Perks) Established in 2000 as a joint venture with TTEC, Percepta specialized in creating customer loyalty to its clients across the globe. Delivered in multiple channels, speaking multiple languages, we bring first-class service across each market we support. Our values are the heartbeat of our organization, and we live, breathe, and play by them daily. At Percepta, we: Lead with humility - We listen first, lead with empathy, and stay grounded-so people and ideas have room to grow. Service beyond self - We serve others-clients, customers, and teammates-with care and integrity in every interaction. Leave it better - We take ownership and leave every process, person, and place better than we found it. Win together - We succeed as one-celebrating, supporting, and showing up for each other. Deliver remarkable - We go beyond expectations to create bold, meaningful moments that stand out. Percepta is proud to be an equal opportunity employer where all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. Percepta embraces and is committed to building a diverse and inclusive workforce that respects and empowers the culture and perspectives within our global teams. We strive to reflect the communities we serve by not only delivering amazing service and technology, but also humanity. We make it a point to make sure all our employees feel valued and comfortable being their authentic selves at work. As a global company, we know diversity is our strength. It enables us to view projects and ideas from different vantage points and allows every individual to bring value to the table in their unique way. #LI-Onsite

At Percepta, we bring first-class service across each market we support. As a Dealership Warranty Advocate (100% Work from home), you'll be a part of creating and delivering amazing customer experiences, while also enjoying the satisfaction of being part of a unique culture. What You'll Be Doing The Dealership Warranty Advocate is responsible for investigating/resolving warranty inquiries and responding to questions/concerns regarding warranty claim submission in a professional and timely manner. This role is responsible for communicating with client management, the Warranty Administration Team, Dealerships, and Regional Personnel via phone and written communication. The Dealership Warranty Advocate is also obligated for learning the full warranty suite of applications/ publications and is expected to achieve customer service levels and business performance goals. During a Typical Day, You'll Investigate and resolve Dealerships' warranty issues in a timely and professional manner which involves communicating with the appropriate teams from the Dealerships, the client management, Regional staff, and other entities to obtain the necessary information to successfully resolved the issues. Document each contact in the appropriate system and create/maintain all contact communications. Utilize Automotive Warranty systems for claims review and processing. Analyze trends in contact data and other internal data that indicate repetitive Dealership concerns and identify opportunities for improvements. Develop these opportunities into action /implementation plans for management and work with the appropriate Automotive Client and Dealerships teams to reduce Dealership pain points. Provide feedback on improvement implementation plans to the client and Percepta management teams. Continuously learn and improve program knowledge including the warranty suite of applications/publications, system knowledge enhancing Dealership satisfaction, and service levels. Partner with Global Warranty Administrator and Warranty Escalation Analysts on claims analysis audits, OWS escalations ensuring advocacy for Dealerships, metrics tracking and validation, and training initiatives. Ensure adherence to the client's record retention policy. Work on activities and/or projects as requested by management. What You Bring to the Role High School diploma required; College Degree preferred 3-5 years of experience required in one of or a combination of the following areas: Dealership Warranty Administration (preferably at a major automotive Dealership), or Warranty-related or Recall-related work at an OEM, or Service Technician experience (preferably at a major automotive Dealership) What You Can Expect Health/Dental/Vision/Life Insurance Pay of $20.50 per hour Flexible Spending Account (FSA) and Health Savings Account (HSA) 401(k) with company match Vacation/Sick Time and Paid Holidays Tuition Reimbursement Employee Assistance Program Employee Discount Program Training and Development Programs (Percepta College) Employee Rewards Program (Perci Perks) Established in 2000 as a joint venture with TTEC, Percepta has specialized in creating customer loyalty to its clients across the globe. Delivered in multiple channels, speaking multiple languages, we bring first-class service across each market we support. Our values are the heartbeat of our organization, and we live, breathe, and play by them daily. At Percepta, we: Lead with humility - We listen first, lead with empathy, and stay grounded-so people and ideas have room to grow. Service beyond self - We serve others-clients, customers, and teammates-with care and integrity in every interaction. Leave it better - We take ownership and leave every process, person, and place better than we found it. Win together - We succeed as one-celebrating, supporting, and showing up for each other. Deliver remarkable - We go beyond expectations to create bold, meaningful moments that stand out. Percepta is proud to be an equal opportunity employer where all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. Percepta embraces and is committed to building a diverse and inclusive workforce that respects and empowers the culture and perspectives within our global teams. We strive to reflect the communities we serve by not only delivering amazing service and technology, but also humanity. We make it a point to make sure all our employees feel valued and comfortable being their authentic selves at work. As a global company, we know diversity is our strength. It enables us to view projects and ideas from different vantage points and allows every individual to bring value to the table in their unique way. #LI-Remote

As a digital transformation company -- and Great Place to Work certified -- Sutherland has been helping customers globally achieve greater agility and transform automated customer experiences for over 35 years. We work with some of the world's most known brands in dozens of industries, including Banking & Financial Services; Insurance; Communications, Media & Entertainment; Healthcare; Retail & Consumer Packaged Goods; Technology; Travel, Transportation, Hospitality & Logistics; and Mortgage Services, helping them to better support and serve their customers. Job Description In this position, you will be responsible for handling a variety of tasks to ensure payment collection activity is resolved, disputed or sent to Legal. This will include: Conducting collection activity on appealed claims by contacting government agencies, third party payers via phone, email, or online Providing ongoing appropriate collection activity on appeals Requesting additional information from Patients, Medical Records, and others as needed Communicating with insurance plans and researching health plans for benefits and types of coverage Reviewing contracts and identifying billing or coding issues and requesting re-bills, secondary billing, or corrected bills as needed. Handling other duties as assigned Qualifications Thorough understanding of the revenue cycle process, from patient access (authorization, admissions) through Patient Financial Services (billing, collections) procedures and policies Full understanding of Managed Care collections Familiarity with terms such as MMC, HMO, PPO, IPA and Capitation and how these payers process claims Knowledge of Managed Care contracts, Contract Language and Federal and State requirements Intermediate understanding of Hospital billing form requirements (UB04) and HCFA 1500 Medical claims and/or hospital collections experience Minimum high school education, technical training, and/or other related experience Bilingual in English/Spanish Additional Information We will supply equipment, but to work from home, you must have: Excellent Internet connectivity: Internet access speeds of at least 5 Mbps upload and 30 Mbps download - the faster the better! In-house network, and a hard-wired Internet connection capable of continuously supporting outstanding call quality and high-speed response rates. (wireless and/or satellite Internet Service Providers are not compatible with our systems) A quiet and distraction-free, secure place to work. IMPORTANT NOTE: This job is open only to residents of the United States, and you must be authorized to work in the US in order to be considered for employment. EEOC and Veteran Documentation During employment, employees are treated without regard to race, color, religion, sex, national origin, age, marital or veteran status, medical condition or handicap, or any other legally protected status. At times, government agencies require periodic reports from employers on the sex, ethnicity, handicap, veteran and other protected status of employees. The purpose of this Administrative EEO Record is for statistical analysis only and is used to comply with government record keeping, reporting, and other legal requirements. Periodic reports are made to the government on the following information. The completion of the Administrative EEO record is optional. If you choose to volunteer the requested information, please note that all Administrative EEO Records are kept in a Confidential File and are not part of your Application for Employment or Personnel file. Please note: YOUR COOPERATION IS VOLUNTARY. INCLUSION OR EXCLUSION OF ANY DATA WILL NOT AFFECT ANY EMPLOYMENT DECISION.

🚗 Call Center Representative - Non-Emergency Medical Transportation (NEMT) Location: 100% Remote (Kansas residents only) Job Type: Full-Time | Hourly | $1 pay increase after 90 days Make a Difference-One Call at a Time We are seeking a Remote Call Center Representative to support our Non-Emergency Medical Transportation (NEMT) operations. In this role, you will assist patients and members by coordinating safe, reliable transportation to medical appointments. If you enjoy helping people, excel in fast-paced environments, and deliver outstanding customer service, we want to hear from you. Key Responsibilities Handle high-volume inbound calls with professionalism, patience, and empathy Schedule, confirm, and update medical transportation trips for members Verify eligibility and follow all client-specific policies, HIPAA guidelines, and state/federal regulations Accurately enter trip requests, cancellations, and changes into the system Communicate with transportation providers, medical facilities, and members to ensure timely coordination Troubleshoot scheduling issues and resolve problems calmly and efficiently Achieve performance metrics including call quality, accuracy, attendance, and customer satisfaction Qualifications High school diploma or equivalent 1+ year of call center or customer service experience (healthcare, insurance, or transportation experience is a bonus) Strong communication, active listening, and problem-solving skills High attention to detail and ability to follow structured processes Reliable, organized, and comfortable multitasking in a fast-paced environment Basic computer skills (Microsoft Office, data entry, scheduling software) Required to live in the state of Kansas Why Work With Us 💬 Supportive, collaborative team environment 📚 Paid training and opportunities for career advancement 💡Meaningful, mission-driven work supporting patient access to care 💰 Competitive pay + benefits, including a raise after 90 days 🎉 Positive, people-first culture where your work is recognized Apply Today If you're compassionate, detail-oriented, and committed to delivering excellent customer service, this role is a great fit. Join a team that values integrity, empathy, and reliability while helping improve access to healthcare-one ride at a time. Apply now to start your career in NEMT customer support!

About Us Sutherland is a digital transformation company focused on delivering exceptional experience for both customers and employees We work with clients across industries, including Banking, Financial Services and Insurance, Healthcare, Retail, Telecommunications, Media & Entertainment, and Technology, as well as Travel, Hospitality and Logistics. Our digital backbone spans 144 countries around the world, with 61 delivery centers across 19 countries, handling over 43 million transactions a month for approximately 70 clients. We are a team of 38,000 global professionals, operationally effective, culturally meshed, and committed to our clients and to one another. We call it One Sutherland. Job Description Sutherland Global' s Travel, Transportation, Hospitality & Retail (TTHL) practice is seeking a dynamic Client Development Executive to spearhead our growth and sell the full suite of Sutherland's transformative business services and solutions into new logo organizations within the Retail space. The CDE is responsible for selling Sutherland offerings to new logo Travel accounts where Sutherland presently has no relationships. The CDE drives new logo revenues through relationship development, quality delivery and execution of all engagement that drive organic growth and strong relationships. An ideal CDE is passionate about developing and driving new client relationships and can successfully interact with senior executive level clients. This individual manages new revenue development and can lead complex multi-dimensional engagements that combine digital, consulting, and large technology deployments. This person is a high-energy leader with the ability to grow client relationships through presenting new strategies and innovative ideas. Roles & Responsibilities Direct business development and sales activities with new relationships within a set of base accounts Build new business with 3-5 Travel base accounts, generating $3-5M of revenue annually Establish and maintain consultative sales relationships within each prospective client organization and constantly look to meet new buyers within our clients' organization Identify opportunities to offer value through our new strategic services Thoroughly understand the client's business, both strategic and tactical, including themes and underlying issues, and align Sutherland's current and future capabilities to create client opportunities and solve business problems Sell across the suite of services, including digital transformation, IT, customer engagement, and business process transformation services Leverage the Travel domain expertise, technical, digital and operational knowledge to create demand and persuade prospective clients through the development and presentation of compelling value propositions and purchasing rationales Accountable for the client relationship from deal conception to closing Use financial acumen to position a value proposition for the client, as well as financial soundness for the organization, making the client confident in their choice to grow with Sutherland Qualifications 10+ years of experience in new logo business development for $3-5M ACV entry point accounts; proven track record of achieving multimillion-dollar sales targets Deep and broad Travel domain expertise and industry experience Proven track record of building relationships of trust with new clients at the highest levels in an organization, as well as expanding beyond the initial client to grow the company's footprint and secure winning client references Can craft a story around digital transformation, IT, customer engagement and business process transformation services in the context of the client's business strategy. Must be able to develop a transformative roadmap for the client that addresses their complex problems and needs Experience assessing large complex global organizations, identifying, prioritizing and pursuing large TAM fields of play with transformative digitally enabled domain-led, outcome-based business process and/or business process as a service (BPAAS) solutions Experience selling across multiple towers of an organization; including CEO, COO, CIO, CDO, CMO, CFO, CPO organizations Business Process and/or IT Services sector expertise with applied experience selling solutions centered around customer experience, finance & accounting, AI/ML solutions and IT services Industry sector expertise with a deep understanding of core business functions and technologies; and the ability to assess a current state versus a future state business architecture, while building a value proposition and business case to transform and deliver client business outcomes Commercial experience, acumen and creativity in helping clients shift from per unit cost pricing models to outcome-based transactional and TCO based models Experience in building and executing an individual sales plan, which includes revenue forecasting, strategic account planning with action plan Experience leveraging strategic selling and account planning tools, such as Korn Ferry Blue and Gold Sheets Knowledge and understanding of the analyst and advisor community. An orchestrator who inspires, coordinates and leads global, matrixed deal structuring teams in multiple deal types, including TCO, multi-tower, digital, consulting, managed services, etc. Confident communicator and active listener with top tier skills in “telling the story” and facilitating conversation Strong references from key stakeholders (influencers, buyers) with global players Education: Bachelor's degree, MBA Additional information All your information will be kept confidential according to EEO guidelines. EEOC and Veteran Documentation During employment, employees are treated without regard to race, color, religion, sex, national origin, age, marital or veteran status, medical condition or handicap, or any other legally protected status. At times, government agencies require periodic reports from employers on the sex, ethnicity, handicap, veteran and other protected status of employees. The purpose of this Administrative EEO Record is for statistical analysis only and is used to comply with government record keeping, reporting, and other legal requirements. Periodic reports are made to the government on the following information. The completion of the Administrative EEO record is optional. If you choose to volunteer the requested information, please note that all Administrative EEO Records are kept in a Confidential File and are not part of your Application for Employment or Personnel file. Please note: Your cooperation is voluntary. Inclusion or exclusion of any data will not affect any employment decision Additional Information All your inf At times, government agencies require periodic reports from employers on the sex, ethnicity, handicap, veteran and other protected status of employees. The purpose of this Administrative EEO Record is for statistical analysis only and is used to comply with government record keeping, reporting, and other legal requirements. Periodic reports are made to the government on the following information. The completion of the Administrative EEO record is optional. If you choose to volunteer the requested information, please note that all Administrative EEO Records are kept in a Confidential File and are not part of your Application for Employment or Personnel file. Please note: Your cooperation is voluntary. Inclusion or exclusion of any data will not affect any employment decision and information will be kept confidential according to EEO guidelines. EEOC and Veteran Documentation During employment, employees are treated without regard to race, color, religion, sex, national origin, age, marital or veteran status, medical condition or handicap, or any other legally protected status. At times, government agencies require periodic reports from employers on the sex, ethnicity, handicap, veteran and other protected status of employees. The purpose of this Administrative EEO Record is for statistical analysis only and is used to comply with government record keeping, reporting, and other legal requirements. Periodic reports are made to the government on the following information. The completion of the Administrative EEO record is optional. If you choose to volunteer the requested information, please note that all Administrative EEO Records are kept in a Confidential File and are not part of your Application for Employment or Personnel file. Please note: YOUR COOPERATION IS VOLUNTARY. INCLUSION OR EXCLUSION OF ANY DATA WILL NOT AFFECT ANY EMPLOYMENT DECISION.

Job DescriptionRequisition Title: Escalation Support Specialist (Automotive Customer Support) (046T7) US-MI-DearbornDescription At Percepta, we deliver award-winning services for every stage of the automotive and mobility customer journey. As an Escalation Support Specialist (specializing in the automotive industry) working hybrid in Allen Park, MI, you'll become part of a community that values your success, supports your career growth, and celebrates your contributions. What You'll Be Doing The Escalation Support Specialist plays a vital role in delivering a smooth and reliable experience for customers using connected vehicle services. In this position, you'll troubleshoot and resolve complex technical issues, act as a point of escalation for customer concerns, and collaborate closely with both internal teams and external partners to provide timely, effective solutions. You'll be part of a team dedicated to creating innovative, integrated customer experiences through connected technologies. By leveraging over-the-air (OTA) updates and advanced digital platforms, the team is continuously enhancing vehicle functionality and redefining how customers interact with their vehicles. During a Typical Day, You'll Provide expert-level technical assistance for escalated customer issues, ensuring timely resolution within defined service-level agreements (SLAs). Diagnose and resolve complex hardware and software issues related to connected vehicle services, collaborating with engineering, product, and other internal teams as needed. Use connected vehicle data to identify and address potential issues before they affect customers, contributing to improvements in service quality and reliability. Analyze support trends and recurring issues to identify root causes and areas for improvement. Contribute to the development of reports and key performance indicators (KPIs). Work closely with internal stakeholders and external partners to resolve issues efficiently and maintain clear, consistent communication with all parties. Maintain responsibility for end-to-end case management, ensuring updates are clearly communicated to customers, internal stakeholders, and partner teams. Identify opportunities to streamline support processes and reduce manual effort. Collaborate with the Knowledge Base team to create and maintain internal documentation that enables real-time solutions. Escalate unresolved or highly complex issues through appropriate channels (e.g., Jira, ServiceNow, Microsoft Teams, Webex), ensuring timely handoff and continued visibility until resolution. Monitor and communicate patterns in software-related issues to team leads and relevant stakeholders to support root-cause analysis and long-term resolution planning. What You Bring to the Role A high school diploma or GED (required); additional education in automotive service, software technology, or a related field is preferred-or equivalent practical experience. 3+ years of experience in engineering or technical support, ideally in a customer-facing or escalation-focused role. Proficiency with help desk platforms, remote support tools, and CRM systems such as Microsoft Dynamics or Salesforce. Familiarity with incident and problem management tools (e.g., Jira, BMC, ServiceNow). Experience working in a remote or distributed work environment is a plus. Strong technical troubleshooting skills with the ability to resolve complex hardware and software issues. Solid understanding of the software development lifecycle (SDLC) and Agile methodologies; experience with developer tools (e.g., IDEs, compilers, debuggers) is a plus. High emotional intelligence with the ability to empathize with customer concerns and maintain professionalism in high-pressure situations. Proven adaptability in fast-paced environments with shifting priorities and evolving technologies. Exceptional communication and interpersonal skills, with a strong focus on delivering outstanding customer experiences. Demonstrated ability to work both independently and collaboratively within cross-functional teams. A proactive mindset and passion for identifying solutions, improving processes, and exceeding customer expectations. What You Can Expect Starting hourly pay rate of $21.00 per hour (based on experience and other factors) Health/Dental/Vision/Life Insurance Flexible Spending Account (FSA) and Health Savings Account (HSA) 401(k) with company match Vacation/Sick Time and Paid Holidays Tuition Reimbursement Employee Assistance Program Employee Discount Program Training and Development Programs (Percepta College) Award-Winning Employee Rewards Program (Perci Perks) A Bit More About Your Role This is a full-time position (40 hours per week) with a hybrid work schedule. You'll work on-site at our office in Michigan Central Station, located in Corktown, Monday through Thursday, with the flexibility to work remotely on Fridays. Our hours of operation are 8:00 AM to 8:00 PM ET, and your specific working hours may vary within that window. All necessary equipment and tools will be provided to support your success in the role. About Percepta Established in 2000 as a joint venture between TTEC and a leading auto manufacturer, Percepta has specialized in creating customer loyalty for its clients across the globe. Delivered in multiple channels, speaking multiple languages, we bring first-class service across each market we support. Our values are the heartbeat of our organization, and we live, breathe, and play by them daily. At Percepta, we: Lead with humility - We listen first, lead with empathy, and stay grounded-so people and ideas have room to grow. Service beyond self - We serve others-clients, customers, and teammates-with care and integrity in every interaction. Leave it better - We take ownership and leave every process, person, and place better than we found it. Win together - We succeed as one-celebrating, supporting, and showing up for each other. Deliver remarkable - We go beyond expectations to create bold, meaningful moments that stand out. Percepta is proud to be an equal opportunity employer where all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. Percepta embraces and is committed to building a diverse and inclusive workforce that respects and empowers the culture and perspectives within our global teams. We strive to reflect the communities we serve by not only delivering amazing service and technology, but also humanity. We make it a point to make sure all our employees feel valued and comfortable being their authentic selves at work. As a global company, we know diversity is our strength. It enables us to view projects and ideas from different vantage points and allows every individual to bring value to the table in their unique way.

At Percepta, we deliver award-winning services for every stage of the automotive and mobility customer journey. As a Customer Service Case Manager (Bilingual French) working fully remote in Melbourne, FL, you'll become part of a community that values your success, supports your career growth, and celebrates your contributions. What You'll Be Doing The Customer Service Case Manager (Bilingual French) will work with customers and prospective buyers to earn and retain their loyalty to our client, a globally recognized provider of high-quality automotive products and services. This will be accomplished by creating relationships based on understanding the customer's needs, concerns, lifestyle, and preferences by carefully listening to the customer, providing knowledge and resources, and resolving issues in a timely basis. In this role, the Customer Service Case Manager (Bilingual French) is empowered to make decisions using customer satisfaction tools to resolve customer concerns and ensure customer loyalty. During a Typical Day, You'll Provide an exceptional customer experience with a focus on building a relationship of trust and enthusiasm, while guiding the customer from website to pre-buy experience. This includes vehicle knowledge and availability, local promotions for the brand, assisting with specifications of the vehicle, assisting with customer/dealer connection, and educating the customer on products and services Act as a resource for all product knowledge and service support Schedule activities as required for special events Actively listen to the customer while controlling the interaction to lead the customer in a professional and efficient manner Act as a liaison between the customer, service support, and dealership by following up to ensure customer satisfaction Be responsible for handling inbound customer calls regarding sales and service in a helpful, courteous, and professional manner, displaying knowledge and concern for their needs Be responsible for handling emails and chats Exhibit strong follow-up and organizational skills in both verbal and written communication Be responsible for resolving customer issues using all available resources, including Dealers (i.e., service personnel, subject matter experts (SMEs), leadership, and field service engineers). Return all email and voice mail messages promptly and follow up with customers and dealers as committed Be responsible for documenting customer inquiries and concerns Use applicable customer satisfaction tools to resolve customer issues. Tools include financial assistance, service plans, payments, and maintenance plans Participate in business-related marketing and sales projects Meet specified goals as set forth by management Provide feedback to management for the continued and improved performance of the department to foster positive results and growth Work as a team player - assist other team members when in need of support What You Bring to the Role High school diploma required; an Associate or bachelor's degree is preferred Bilingual English and Canadian French (Fluent) - must be able to pass verbal and written assessments A minimum of two (2) years of experience in customer service, call center, hospitality, public relations, or sales Experience in a luxury field (hospitality or brand product) is a plus Knowledge of the automotive industry is a plus Strong verbal and written communication skills Strong customer service, interpersonal, and relationship-building skills Excellent English language (oral and written), with grammatical knowledge and etiquette Typing skills (minimum of 30 words per minute) What You Can Expect Pay rate of $20.34 per hour, inclusive of the base pay of $18.34 per hour + $2.00 per hour premium for the bilingual French skill Health/Dental/Vision/Life Insurance Flexible Spending Account (FSA) and Health Savings Account (HSA) 401(k) with company match Vacation/Sick Time and Paid Holidays Tuition Reimbursement Employee Assistance Program Employee Discount Program Training and Development Programs (Percepta College) Employee Rewards Program (Perci Perks) A Bit More About Your Role This position is a single point of contact for customers to address sales, product knowledge, service issues, dealer information, and obtain resolutions. Customer interaction will be accomplished through a combination of inbound/outbound phone, email, and other correspondence. About Percepta Established in 2000 as a joint venture with TTEC, Percepta has specialized in creating customer loyalty for its clients across the globe. Delivered in multiple channels, speaking multiple languages, we bring first-class service across each market we support. Our values are the heartbeat of our organization, and we live, breathe, and play by them daily. At Percepta, we: Lead with humility - We listen first, lead with empathy, and stay grounded-so people and ideas have room to grow. Service beyond self - We serve others-clients, customers, and teammates-with care and integrity in every interaction. Leave it better - We take ownership and leave every process, person, and place better than we found it. Win together - We succeed as one-celebrating, supporting, and showing up for each other. Deliver remarkable - We go beyond expectations to create bold, meaningful moments that stand out. Percepta is proud to be an equal opportunity employer where all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. Percepta embraces and is committed to building a diverse and inclusive workforce that respects and empowers the culture and perspectives within our global teams. We strive to reflect the communities we serve by not only delivering amazing service and technology, but also humanity. We make it a point to make sure all our employees feel valued and comfortable being their authentic selves at work. As a global company, we know diversity is our strength. It enables us to view projects and ideas from different vantage points and allows every individual to bring value to the table in their unique way. #LI-Onsite

Hourly Pay Range: $13.94 - $21.63 As a Bilingual UM Collector, you'll act as liaison between the client and insured communicating various facets in the subrogation process. This position handles reviewing files up to and including reaching settlements. You will initiate outbound calls and field inbound calls from responsible parties and attempt to collect money owed. In addition to your base pay we reward performance and quality with extra money per hour. Afni is a leading global customer service provider that's been around for more than 80 years. We have a fun and inclusive team in Bloomington where you can make friends, do meaningful work and grow your career -- we love to promote from within! What You'll Do * Review files for adequacy of investigation and measure of damages to initiate collection. Research the application of law as it applies to specific claims in each state for Department of Transportation purposes or statutory regulations. Recommend whether to pursue collection or litigation. * Initiate outbound calls and field inbound calls from responsible parties and attempting to collect money owed * Review the initial content of each file while documenting and tracking all ongoing verbal and written correspondence related to the file in all applicable systems. Update and document information to achieve maximum recoveries. * Utilize Skip Tracing techniques to contact consumers to reach a settlement. What You'll Get * Full time. 40 hours per week schedule with overtime opportunities. * Job stability. We've been doing this work in Bloomington for over 80 years! * Training. We'll teach you everything you need to be great! * Great Paid time off. You'll get 10 days during your first year, plus 7 paid holidays! * Benefits. Medical, dental & vision insurance with premiums partly paid by the company! * College tuition Up to $5,250 annually! * Teamwork. We believe in teamwork and having fun together while we work with frequent contests and recognition events! * Referral Program. One of the best unlimited employee referral bonus programs out there. * Career Growth. Gain some great experience to promote to higher roles -- most of our support and leadership staff started as Sales or Service agents! * Annual Performance Reviews. We reward your hard work with annual wage increases. We have remote opportunities to work with us in the following states: * Alabama * Arizona * Georgia * North Carolina * South Carolina * Texas VHArS Qualifications * High School diploma or GED with six months of industry knowledge required. * Strong analyzing and negotiating techniques. * Demonstrates a sincere interest in listening to and responding to customer concerns and solving their issue in a timely manner. * Communicates clearly and logically using appropriate written and oral techniques. * Seeks clarification for unclear or missing information. * Demonstrated reasoning and problem-solving abilities. * Previous experience with outbound sales or phone sales. * Previous Collections preferred. * Subrogation or Insurance experience preferred. * Spanish Bilingual Required Why Afni? Because with us, you matter. At Afni, you are not simply an employee, you're part of our family. At Afni we provide equal employment opportunities to all qualified individuals. Employment is based upon personal capabilities and qualifications without discrimination because of race, color, religion, sex, age, national origin, disability, or any other protected characteristic as established by law. This policy of Equal Employment Opportunity applies to all policies and procedures relating to recruitment and hiring, compensation, benefits, termination, and all other terms and conditions of employment.

Job DescriptionRequisition Title: Commercial Solutions Specialist - Automotive Industry (Remote) (0485T) US-MI-DearbornDescription At Percepta, we bring first-class service across each market we support. As Commercial Solutions Specialist in Dearborn, MI(Remote), you'll be a part of creating and delivering amazing customer experiences, while also enjoying the satisfaction of being part of a unique culture. What You'll Be Doing The Position will serve as the primary technical support fort all FPI services: telematics, data services, fleet management, including multi-tier support and triage of customer issues associated with FPI software, hardware, and systems. Our approach is customer centric throughout the problem solving and customer support process. This role will demonstrate an innate ability to get to the root cause of the reported problems. The Position will be responsible for driving issues to resolution within SLA/issue management goals and communicate resolution efforts back to internal stakeholders, team members and the customer. During a Typical Day, You'll · Be first point of contact for technical support. · Provide administrative problem resolution to end-users (customers) by performing a question diagnosis while guiding users through step-by-step solutions. · Take ownership to resolve complex issues, working independently and cross functionally. · Escalate issues as necessary to Project Management, Customer Success Managers, Sales Team, and Support Engineering. · Capture customer support issue trends and report to management · As needed general troubleshooting, dispatch field technicians to customer sites for data services, telematics, or quality team support · Update Customer & Internal Knowledge base as necessary based on customer calls and trends. · Create, update, and maintain ownership of cases, upholding SLAs ranging from low to critical priority. · Provide updates, status, and completion information to management. · Handle incoming email, phone, and chat contacts as required by process and provide high level of customer satisfaction. · Look for opportunities to improve turnaround time to customers. · Identify trends and report out on business improvement opportunities. · Backup Account business owner when he/she is either out of the office or not available. · Support Ford business owner by working closely together on escalated cases. · Manage customer handling processes. · Interact with Business Partners as needed including: o Attend Business Partner meetings to resolve issues and discuss program changes and enhancements. o Keep abreast of anticipated program launches and changes. · Work with Manager of NA Operations on monthly business reports as needed. · Thrives in a remote environment Interact with the Percepta and client team as required to drive operational excellence. · Adhere to and support all Percepta and Business Partner quality initiatives, systems, and policies. · Support all Percepta Call Center policies and procedures. · Attend and participate in team meetings. · Communicate and generate enthusiasm and commitment for a positive work environment that fosters team performance. · Complete training courses as directed by Operations and/or Training. · Complete additional tasks / projects as needed. What You Bring to the Role · High school diploma required. · Associate degree or college degree preferred. Experience · 3 years contact center experience required. · Previous experience working on a Percepta or Ford program advantageous. · Understanding of operations program handling processes preferred Skills · Problem solving skills. · Excellent written, verbal and listening skills. · Strong empathy along with an awareness of customer/user loyalty drivers · Ability to work well with all levels of the organization. · Excellent organizational, time management and strong problem-solving skills. · Logical thinker · Proven ability to work in a fast-paced environment. · Works well independently and in a team environment. · Ability to multi-task What You Can Expect · Health/Dental/Vision/Life Insurance · Flexible Spending Account (FSA) and Health Savings Account (HSA) · 401(k) with company match · Vacation/Sick Time and Paid Holidays · Tuition Reimbursement · Employee Assistance Program · Employee Discount Program · Training and Development Programs (Percepta College) · Employee Rewards Program (Perci Perks) About Percepta Established in 2000 as a joint venture with TTEC, Percepta specialized in creating customer loyalty to its clients across the globe. Delivered in multiple channels, speaking multiple languages, we bring first-class service across each market we support. Our values are the heartbeat of our organization, and we live, breathe, and play by them daily. At Percepta, we: Lead with humility - We listen first, lead with empathy, and stay grounded-so people and ideas have room to grow. Service beyond self - We serve others-clients, customers, and teammates-with care and integrity in every interaction. Leave it better - We take ownership and leave every process, person, and place better than we found it. Win together - We succeed as one-celebrating, supporting, and showing up for each other. Deliver remarkable - We go beyond expectations to create bold, meaningful moments that stand out. Percepta is proud to be an equal opportunity employer where all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. Percepta embraces and is committed to building a diverse and inclusive workforce that respects and empowers the culture and perspectives within our global teams. We strive to reflect the communities we serve by not only delivering amazing service and technology, but also humanity. We make it a point to make sure all our employees feel valued and comfortable being their authentic selves at work. As a global company, we know diversity is our strength. It enables us to view projects and ideas from different vantage points and allows every individual to bring value to the table in their unique way. #LI-Remote

At Percepta, we bring first-class service across each market we support. As an Integrated Services Support Specialist in Dearborn MI, you'll be a part of creating and delivering amazing customer experiences, while also enjoying the satisfaction of being part of a unique culture. What You'll Be Doing Integrated Services at a Automotive Company creates and delivers innovative customer experiences by seamlessly integrating hardware, software, and services across the Company. Our over-the-air (OTA) updates continuously enhance customer experience, making Automotive Company vehicles smarter and more valuable over time. We're building leading-edge connected digital platforms that will revolutionize how vehicles operate, how people interact with them, and the overall value they provide. The Escalation Support Specialist will play a critical role in ensuring a seamless experience for our retail customers using connected vehicle services. You will troubleshoot and resolve complex technical issues, collaborate effectively with internal teams and external customers, and deliver timely solutions. During a Typical Day, You'll · Escalation Support\: Provide expert technical support to retail customers via our Contact Resolution Center (CRC), resolving hardware and software issues within defined SLAs. · Issue Resolution\: Diagnose and resolve complex technical problems related to connected vehicle services, collaborating with product and engineering teams as needed. · Proactive Monitoring & Issue Prevention\: Leverage connected vehicle data to proactively identify and address potential issues before they impact customers, improving overall quality metrics. · Data Analysis & Reporting\: Analyze support data to identify trends, recurring issues, and areas for improvement in our services. Contribute to reporting on key performance indicators (KPIs). · Collaboration & Communication\: Effectively communicate with customers, internal teams (engineering, product, etc.), and external partners to resolve issues and provide updates. · Documentation & Knowledge Base\: Create and maintain up-to-date documentation, including troubleshooting guides, FAQs, and knowledge base articles. · Process Improvement\: Identify opportunities to streamline support processes and reduce manual effort. · Responsible for following up on cases to ensure any update is communicated with customers, Managers, Engineers and dealers to support escalated cases in effort to resolve customers' concerns. · Identify and communicate software related departmental trends to Team Leads, Managers, Managers and Engineers to bring awareness and work toward possible solutions. · Work with Knowledge Base on creation of articles for internal use for teams across the CRCs in effort to promote real-time solutions. · Escalation Management\: Efficiently escalate complex or unresolved issues to appropriate teams via Jira, ServiceNow, Microsoft Teams or Webex ensuring timely resolution and communication to the customer. What You Bring to the Role Education · High School Diploma or GED · Postsecondary education program in automotive service or software technology preferred or equivalent work experience Experience · 3+ years of experience in engineering or technical support, preferably in a customer-facing role. · Experience with help desk software, remote support tools, and CRM systems (e.g., Microsoft Dynamics, Salesforce). · Experience working with IT incidents and problem management tools, such as JIRA, BMC or Service Now. · Experience in a remote work environment is preferred. What You Can Expect · Health/Dental/Vision/Life Insurance · Flexible Spending Account (FSA) and Health Savings Account (HSA) · 401(k) with company match · Vacation/Sick Time and Paid Holidays · Tuition Reimbursement · Employee Assistance Program · Employee Discount Program · Training and Development Programs (Percepta College) · Employee Rewards Program (Perci Perks) Established in 2000 as a joint venture with TTEC, Percepta specialized in creating customer loyalty to its clients across the globe. Delivered in multiple channels, speaking multiple languages, we bring first-class service across each market we support. Our values are the heartbeat of our organization, and we live, breathe, and play by them daily. At Percepta, we: Lead with humility - We listen first, lead with empathy, and stay grounded-so people and ideas have room to grow. Service beyond self - We serve others-clients, customers, and teammates-with care and integrity in every interaction. Leave it better - We take ownership and leave every process, person, and place better than we found it. Win together - We succeed as one-celebrating, supporting, and showing up for each other. Deliver remarkable - We go beyond expectations to create bold, meaningful moments that stand out. Percepta is proud to be an equal opportunity employer where all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. Percepta embraces and is committed to building a diverse and inclusive workforce that respects and empowers the culture and perspectives within our global teams. We strive to reflect the communities we serve by not only delivering amazing service and technology, but also humanity. We make it a point to make sure all our employees feel valued and comfortable being their authentic selves at work. As a global company, we know diversity is our strength. It enables us to view projects and ideas from different vantage points and allows every individual to bring value to the table in their unique way. #LI-Onsite