Account Resolution Specialist II

Octane•Irving, TX

About The Position

The Account Resolution Specialist II supports the Asset Recovery team by managing specialized account types, including insurance total losses and deceased customers, while also assisting in broader recovery processes such as delinquency support and repossession processing. The ideal candidate will demonstrate a balance of empathy, problem-solving, and efficiency, while ensuring compliance with all company and legal requirements.

Requirements

High School Diploma or GED; some college coursework preferred.
Minimum of 2 years of experience in financial services, ideally within auto finance collections or servicing.
Proficiency in Microsoft Office, particularly Excel; familiarity with Google Workspace (Sheets, Docs, etc.)

Nice To Haves

Bilingual (English/Spanish) a plus
Prior experience with insurance claims, total loss processing, or estate account servicing.
Willingness to work a flexible schedule, including potential overtime or extended hours.

Responsibilities

Monitor and manage accounts where vehicles have been declared a total loss by the insurance provider.
Act as liaison between the company, customer, and insurance carrier to facilitate timely and accurate account resolution.
Review settlement offers to ensure alignment with outstanding loan balances and vehicle values.
Cancel applicable after-market products (e.g., GAP, service contracts) and ensure accurate refunds are applied.
Track open claims and follow through to closure with appropriate documentation and account adjustments.
Confirm and document customer death; obtain supporting documents such as death certificates or legal estate paperwork.
Communicate with family members, estate representatives, or attorneys with professionalism, empathy, and compliance sensitivity.
Review accounts for possible charge-off, repossession, or other resolution paths per company policy.
Maintain thorough documentation and accurate status updates in the system of record.
Assist customers with delinquent accounts to explore alternatives that may prevent charge-off or repossession.
Engage with customers considering voluntary surrender of vehicles and support processing of those accounts.
Process accounts involving seized or impounded collateral, coordinating with law enforcement and impound lots when necessary.
Evaluate and support reinstatement of involuntary repossessions when circumstances allow.
Handle escalated customer calls with professionalism and care.
Provide cross-functional support by learning and assisting in related administrative tasks.
Consistently meet or exceed productivity, quality, and compliance targets.
Review delinquent accounts for charge-off eligibility based on established criteria.
Initiate charge-off processing, including closing any active repossession assignments.
Assign accounts to appropriate skip tracing vendors post-charge-off.
Upload necessary documentation and ensure systems are accurately updated to reflect account status.
Serve as a backup for various team processes to support coverage and workload balancing.
Maintain full compliance with federal/state laws and internal policies relating to collections, account servicing, and privacy.
Proactively identify process improvements and participate in team initiatives when possible.