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 Specialized Servicing

Responsible for reviewing, processing, and resolving accounts and customer’s needs which include: SCRA, Cease & Desist, Deceased, Out of Country, and Credit Bureau Reporting. Researches and escalates as appropriate. Ensures adherence to procedure and regulatory compliance.

Summary of Responsibilities:

The Representative, Credit Bureau Reporting maintains and updates customer files for the Credit Reporting Agencies in accordance with company policies and procedures, as well as State and Federal laws. S/he is responsible for researching and notating customer credit histories, and providing correspondence to customer inquiries as needed.

Essential Functions:

  • Provides accurate documentation of customer correspondence in account histories and updates to reflect the latest account activity so that information sent to the Credit Reporting Agencies (CRA) complies with all company procedures and State and Federal laws.
  • Manages customer expectations while following company procedures and all applicable State and Federal laws.
  • Analyzes data to accurately determine the correct account status.
  • Utilizes customer service skills and knowledge of credit reporting process to ensure customers inquiries and disputes are resolved correctly and in a timely manner.
  • Researches complex account transactions including payment history, payment extensions and reversals, bankruptcy, SCRA, repossession, collections, assumptions, ect.
  • Identifies risks and opportunities in order to reduce or eliminate litigation costs and adequately protect the company’s interest.
  • Performs other duties as assigned.

Other Functions:

  • Other duties as assigned.

Requirements:

  • Education –
    • H.S. Diploma
    • Bachelor’s Degree: Business, Finance, or equivalent field.
    • or equivalent work experience
  • Experience –
    • 0-3 years Servicing/Originations role or related experience.
    • 0-3 years Credit Bureau Reporting role or related experience.
  • Skills & Abilities –
    • Demonstrates attention to detail and the ability to read and interpret account documentation.
    • PC/Windows skills including knowledge of Microsoft Office Suite.
    • Ability to maintain confidentiality.
    • Must be flexible and possess the ability to adapt quickly
    • Must be able to exercise good judgment
    • Strong written and verbal communication skills.

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 Understanding:
    • Foundational – Learning and Developing
      • Actively seeks information to understand customer needs
      •  

  • Execution – Accountability:
    • Foundational – Learning and Developing
      • Maintains professional behavior at all times in representing the company
      • Does all routine work accurately and on-time; is aware of own impact on others
      •  

  • Influence – Two-way communication:
    • Foundational – Learning and Developing
      • Communicates clearly and precisely
      • Listens carefully and asks questions to clarify understanding
      •  

  • Problem Solving – Solution Definition:
    • Foundational – Learning and Developing
      • Collects data and relevant facts to communicate problems
      • Presents the general outline and direction of the solution
      •  

  • Risk Business Acumen – Product Knowledge:
    • Foundational – Learning and Developing
      • Has basic understanding of organization’s flagship products and services
      • Can identify the risk return of products and services
      •  

  • 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.