• Lease Servicing Account Representative I

    Job Locations US-TX-Arlington
    Requisition ID
    2018-33265
    Employee Type
    Full Time-Regular
    Category
    Collections
  • Overview

    The Lease Servicing Account Representative I will work both independently and as part of a team.  Performs collection/recovery efforts to minimize losses on pre and post charge-off accounts, as wells as impounds, total-loss, and substitution of collateral accounts.  This employee will have contact with customers, repossession agents, various internal departments, and other outside agencies.

    Responsibilities

    JOB DUTIES

    • Document conversations, collection/recovery activity, and utilize holds/promises effectively.
    • Assist insurance adjusters with requests, questions and problems regarding any pending claim settlements.
    • Initiate contact with customers or agencies in an effort to negotiate payments, secure collateral, or satisfy any deficiency balances. Calls are generated by manual dialing and by predictive dialer.
    • Research and resolve complex customer accounts while adhering to department policies and procedures, as well as FDCPA guidelines.
    • Recommendations to repossess or abandon impounds by assessing the value of the vehicle vs. any storage/repair/repossession fees.
    • Prepare Repossession Assignment Cover Sheet (RACS) and ensure all actions comply with all federal and state regulatory requirements.
    • Assess the value of vehicles and ensure coordination between the customers and dealerships on substitution of collaterals.
    • Utilize advanced skip tracing of collection techniques and other available resources for accounts where there has been difficulty establishing phone contact.

     

    OTHER IMPORTANT DUTIES

    • May assist in other related departments as required by business need.
    • Some overtime, evenings and weekends (Saturday) may be required to meet established goals and objectives.
    • Perform other duties as needed.

    REPORTING RELATIONSHIP

    • Reports to: Loss Recovery Team Leader
    • Direct Reports: None  

    Qualifications

    Knowledge 

    • Knowledge of effective customer service and collection techniques.
    • Working knowledge of the Fair Debt Collection Practices Act, and collection policies and procedures

    Skills

    • Good oral and written communication skills.
    • Demonstrate strong negotiation and escalation skills.
    • Accurate typing and data entry skills.
    • Ability to operate standard office equipment and demonstrate competency in the use of standard software applications.
    • Demonstrate excellent judgment skills when responding to inbound/outbound calls.
    • Interpersonal skills necessary to promote a cooperative team environment and provide good customer service.
    • Self-motivated with a demonstrated ability to utilize a variety of resources to research and resolve delinquent accounts.
    • Ability to relate well with others and constructively interact with a diverse group of people.

     Experience

    • High school diploma or equivalent required.
    • Previous experience in collections, charge-off recovery, and/or total loss and impounds.
    • Less than 3 years of collections, customer service, or related experience.

    WORK CONDITIONS

    • Normal office environment
    • Subject to stressful situations
    • Must be able to work any schedule of hours, including additional hours, in order to meet business needs.

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