Stellantis Financial Services (SFS) is the new captive finance company for one of the world's leading automakers and a mobility provider with iconic brands including Abarth, Alfa Romeo, Chrysler, Citroën, Dodge, DS Automobiles, Fiat, Jeep, Lancia, Maserati, Opel, Peugeot, Ram, Vauxhall, Free2move and Leasys.
Our exciting growth provides opportunities to advance your career as we successfully lead products and services from a small to midsize company in just a few years. Join our world-class team and culture and contribute to our core mission which is enhancing our customer's experience.
Position Summary:
Ensures a smooth and pleasant end-of-lease experience for customers while executing the lease maturity loyalty and collection strategies and adhering to company policies and procedures. Handles inbound and outbound calls to inform and walk customers through the end-of-lease process, explain end-of-lease charges, and collect on outstanding balances. Performs administrative end-of-lease tasks.
Essential Job Duties and Responsibilities:
- Handle inbound and outbound calls to customers before, during, and/or after returning their lease vehicle.
- Answer customer and dealer questions related to the end of lease or early lease return process.
- Manage customer communication and assist with end of lease related processes including scheduling inspections, returning the vehicle, extending the lease, and/or purchasing the vehicle.
- Promote customer loyalty by executing the lease maturity loyalty strategy.
- Inform customers of any outstanding end of lease charges and collect on remaining balances such as wear and tear, excess mileage, remaining payments, and lease contract deficiency.
- Process phone payments and set up and/or negotiate payment arrangements as needed.
- De-escalate complaints.
- Execute administrative end of lease tasks such as sending customer letters, processing end of lease billing adjustments, and/or updating the system to manage workflow.
- Other duties may be assigned, and responsibilities and activities may change.
Qualifications and Competencies Required:
- Experience:
- Minimum 2 years relevant experience in customer service or a call center environment.
- Education:
- High school diploma and/or GED.
- Skills required:
- Strong verbal and written communication skills.
- Strong interpersonal and customer service skills.
- Strong negotiation and de-escalation skills.
- Strong organizational skills and attention to detail.
- Strong time management skills.
- Problem-solving and collaboration skills.
- Mathematical skills including ability to add, subtract, multiply, and divide in all units of measure, using whole number, common fractions, and decimals.
- Ability to function well in a high-paced and at times stressful environment.
- Must have reliable transportation and live within a commutable distance to one of the following cities: Dallas, TX.
Qualifications Preferred:
- Experience:
- Experience working in a captive finance company and/or vehicle leasing experience.
- Education:
- Skills:
- Sales and negotiation skills.
- Working knowledge of Microsoft Office Suite or related software.
Physical Requirements:
Sitting for long periods of time, standing, walking, close vision for computer work, speaking, hearing, lift and/or move up to 10 lbs. Reasonable accommodation will be reviewed upon request.
Stellantis Financial Services, Inc (SFS) is an equal opportunity employer and is committed to providing its employees an environment that is free of harassment, discrimination, and intimidation. It is the policy of SFS to comply with all applicable employment laws and regulations and to provide equal opportunity for all qualified persons and to not discriminate against any employee or applicant for employment because of race, color, religion, sex, age, national origin, disability, pregnancy, sexual orientation, veteran status, gender identity or expression, change of sex, and/or transgender status or any protected status. Candidates must possess authorization to work in the United States. This policy applies to recruitment and placement, promotion, training, transfer, retention, rate of pay and all other terms and conditions of employment. Employment and promotion decisions will be based solely on merit, ability, achievement, experience, conduct and other legitimate business reasons.
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