Overview

Job Family: Business Operations

Responsible for the day-to-day operations of the company’s business units. Aims to deliver superior service to clients by driving and optimizing the effectiveness and efficiency of people, processes and technology thereby enhancing financial performance, increasing investment capacity, and managing risk. Builds the sustainable repeatable capabilities that support delivery of the highest standards of service and execution. Analyzes and reviews data tools, business processes and operational standards to execute service delivery. Evaluates and ensures that operations meet company objectives, business needs, service agreements and relevant requirements. Researches and monitors external landscape to identify developments and translate them into operational implications for the company.

Job Function: Auto Loan & Lease Fulfillment

Accountable for the completion of transactional account processes, including: Repair Claims, Total Loss Claims; Title Release requests and ensures accurate posting of all transactions to customer accounts. Liaises with customers and third parties to resolve open issues in alignment to internal processes and external regulations. Supports respectful customer experiences throughout life of loan.

Summary of Responsibilities:

The Representative, Process Fulfillment is responsible for the completion and accuracy of account processing. S/he adheres to and follows all established standards of procedures and guidelines, as well as State, Federal and Local laws to protect the Consumer and Company.

Essential Functions:

  • Follows all established standards of procedures and guidelines when processing transactions to protect the Consumer and Company.
  • Organizes and completes work accurately and in accordance with established measures/deadlines and assigned goals.
  • Documents and tracks all account activity in system of record.
  • Identifies and resolves issues within assigned scope.
  • Maintains effective communication with all colleagues, customers and third parties.
  • Provides daily support and resolution to all internal customers regarding escalated issues.
  • Updates the system with proper documentation for research, tracking, reconciliation and repository purposes.
  • Liaises with customers and third parties to resolve open issues in alignment to internal processes and external regulations.

Other Functions:

  • Other duties as assigned.

Requirements:

  • Education –
    • Bachelor’s Degree: Business, Accounting, Finance or equivalent degree.
    • or equivalent work experience: Equivalent combination of education and experience may be substituted in lieu of degree.
  • Experience –
    • 0-3 years
  • Skills & Abilities –
    • Proficient in basic PC applications, including Microsoft Office (Excel, PowerPoint, Word, Outlook).
    • Intermediate to advanced typing and data entry processing skills.
    • Ability to ommunicate effectively and professionally with internal and external customers.
    • Ability to handle multiple tasks simultaneously.
    • Excellent organizational and time management skills with strong attention to detail.
    • Ability to educate customer on a service or product solution.
    • Ability to work effectively as a team member.
    • Ability to respond to internal and external requests as needed.
    • Ability to adhere to policies, procedures, and instructions of management.

Competencies:

  • Collaboration – Teamwork:
    • Foundational – Learning and Developing
      • Works effectively in team settings
      • Shows appreciation for others’ help and lends a hand when needed to complete shared tasks
  • Customer Focus – Customer Satisfaction:
    • Foundational – Learning and Developing
      • Demonstrates the organization’s customer service standards
  • Influence – Information Sharing:
    • Foundational – Learning and Developing
      • Openly and proactively shares information
  • Problem Solving – Problem Identification:
    • Foundational – Learning and Developing
      • Defines issues accurately and identifies the critical components
  • Risk Management – Knowledge of Risk Management Policies, Regulations, Processes and Procedures:
    • Foundational – Learning and Developing
      • Learns about and diligently follows established risk management policies, processes and procedures
  • Change Orientation – Support for Change:
    • Foundational – Learning and Developing
      • Learns new methods and procedures or modifies them to meet new standards
      • Is positive about new approaches and methods resulting from change

Working Conditions:

  • Frequently: Minimal physical effort such as sitting, standing, and walking.
  • Occasional moving and lifting of equipment and furniture is required to support onsite and offsite meeting setup and teardown.
  • Physically capable of lifting up to fifty pounds, able to bend, kneel, climb ladders.

Employer’s Rights:

  • This job description does not list all the duties of the job.  You may be asked by your supervisors or managers to perform other duties.  You will be evaluated in part based upon your performance of the tasks listed in this job description.
  • The employer has the right to revise this job description at any time.  This job description is not a contract for employment, and either you or the employer may terminate employment at any time, for any reason.