Lease End Specialist I

US-TX-Arlington
Requisition ID
2017-29997
Employee Type
Full Time-Regular
Category
Customer Experience / Customer Service

Overview

The Lease End, Customer Service Specialist I, is responsible for providing “Best In Class” service by engaging internal and external lease customers via multi-channel requests, focusing on brand loyalty and creating an environment that increases overall customer satisfaction and retention. This position will service lease accounts within 12 months to maturity, including final billing after termination. The specialist must maintain business knowledge related to auto lease financing, lease contract information, lease-end options, lease payment, payoff calculations and understand key processes from various operational areas within GM Financial. The specialist will need to be able to sell the benefits of leasing, including any applicable end of lease programs or promotions, in addition to providing guidance during the termination process. This includes the pre-term inspection process, obtaining customer lease-end intentions, offering replacement product suggestions and the vehicle termination process. This team member will also interact with and service dealers in regards to mutual lease-end accounts.

Responsibilities

JOB DUTIES

  • Provide excellent internal and external lease end customer service via multi-channel requests focusing on first contact resolution.
  • Ensure integrity of lease customer information by following established procedures for submitting requests to update loan information and updating customer demographics in the system of record
  • Demonstrate expert knowledge required to decision requests for loan modifications pertaining to deferments, due date changes, late fee adjustments and payment reallocations.
  • Display understanding of comprehensive payment transactions including debits and credits to identify errors, verify proof of cleared funds and provide detailed explanations to lease customers.
  • They must stay current on all regulatory compliance areas and maintain the highest level of integrity for themselves and GMF. They will work with a variety of communication channels such as Digital Marketing, Chat, Email and telephone.
  • Ability to perform some soft collection efforts on outstanding deficiency balances.
  • Adhere to company policies and procedures to ensure compliance with state and federal agencies.
  • Accurately document the system of record and supporting applications.,
  • Validate credit reporting with payment transactions to ensure Fair Credit Report Act (FCRA) compliance to minimize exposure to legal litigation and customer dissatisfaction.
  • Provide assistance navigating GM Financial.com and general instructions on password and security question resets as well as assistance with navigating payment options to promote customer self-service.
  • Proactively influence lease customers through marketing campaigns and other strategic initiatives by promoting GMF, GM and third party products to generate revenue and promote brand loyalty.
  • Seek to improve efficiencies and streamline operating expenses through innovative ideas for continuous improvement.
  • Perform other related duties, projects, and assignments as requested.

REPORTING RELATIONSHIP

Direct Reports: None

Reports to: Lease End Experience Team Lead

Qualifications

Knowledge

  • The Lease End, Customer Service Specialist I must demonstrate strong communication and problem solving ability and the ability to be successful in a fast-paced call center environment.

Skills

  • Demonstrate a strong passion to provide an excellent customer service experience
  • Demonstrate strong interpersonal abilities required to successfully engage customers
  • Ability to comprehend a complicated product and sell the benefits
  • Ability to work well independently as well as demonstrate positive behaviors in a team environment
  • Demonstrate strong verbal and written communication skills
  • Engage in interactive dialogue with customers through active listening
  • Ability to demonstrate flexibility in a fast paced, changing environment while managing multiple expectations
  • Possess the time management and organizational skills necessary to effectively multi-task between multiple responsibilities
  • Demonstrate strong attention to detail, critical thinking and analytical skills and the ability to exercise sound judgment
  • Strong computer literacy with the ability to quickly learn new software programs and navigate efficiently between multiple screens and systems.
  • Ability to interpret debit and credit transactions demonstrating moderate mathematical and accounting skills
  • Basic typing skills; minimum 30 words per minute

Experience

  • The Customer Service Representative I should have a minimum of 1 year experience in a Customer Service related field, preferably in a Call Center environment.
  • High school diploma or equivalent required.
  • Some college coursework preferred.

WORK CONDITIONS

  • Fast-paced office environment subject to daily service level requirements with a strong focus on providing quality service to internal and external customers in a team environment.
  • Must be able to work a flexible schedule and able to work additional hours based on production demands requiring mandatory overtime including extended business hours, weekends and holidays.

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