As an Account Specialist II of the Lease to Loan Vehicle Remarketing team, you will be responsible for assisting customers.
Job responsibilities:
- Receive inbound and/or make outbound calls
- Monitor applications and inform the customer of any missing items
- Convey auto loan decisions to customers
- Provide required disclosures to customers
- Ensure approved amount, APR, terms, payments, estimated state fees, funding conditions, and closing instructions are communicated verbally with the customers
- Ensure all information is obtained and checked for accuracy prior to document preparation
- Assist customers with changes to the loan application
- Follow up on applications that have not yet booked
- Route misdirected calls to the appropriate department
- Answer general inquiries regarding the auto loan process (i.e. steps, rate quotes, etc.)
Required qualifications, capabilities and skills:
- May deviate from established scripts and protocols to resolve issues
- Able to determine when escalation is necessary
- Analyze client disputes
- May work outside established guidelines to assure that issues are addressed
- May complete or compile issues logs and reporting
Preferred qualifications, capabilities and skills:
- Auto Lease experience
- Dialer and Call Center experience
- Knowledge of Chase Auto systems to include iCAF and ACAPs
- Ability to work well under pressure, and capable of adapting to changing priorities
- Assertive with excellent communication skills both written and oral