Reinstatement Specialist

DriveTime•Fort Worth, TX

About The Position

This position involves all processes related to the reinstatement or redemption of the vehicle post repossession. Specialists will assist customers by providing options available to reinstate/redeem the vehicle and helping the customer get back on the path to ownership. In long, you will: Handle high volume of inbound calls that provide reinstatement/redemption offers to our customers based on defined business criteria and state requirements Negotiate payments and offer tools to support the reinstatement of customers based on defined business criteria Perform high volume of outbound calls to establish contact with customers to discuss their intentions on reinstatement, redemption, or retrieving personal property Assist customers with concerns/complaints during repossession process by actively listening and assessing details to provide resolutions Communicate with recovery vendors and auctions to verify personal property and vehicle release details Process and submit personal property/vehicle release paperwork to recovery vendor or auction in a timely manner Monitor payment correction process to ensure compliant allocation of funds to customer accounts Support the Reverse Charge Off process from end to end by obtaining proper approvals, submitting requests through internal ticketing system, emailing requests to reinstate ancillary products, and submitting requests to correct Credit Bureau Inquiries Department Perform other related duties as assigned

Requirements

Clear, concise and professional written and oral communications and interpersonal skills
Strong time management and organizational skills, and ability to maintain a consistent and positive demeanor in a fast-paced work environment
Ability to prioritize and multi-task to ensure the achievement of assigned performance objectives
Ability to effectively apply professional acumen and communication skills to favorably resolve issues escalated from internal and external customers
Knowledge of collection policies/procedures including skip tracing and the Fair Debt Collection Practices Act (FDCPA), and local state repossession law
Strong negotiation and conflict management skills
Self-motivated with strong decision-making capabilities; ability to self-start
Ability to work in an accurate, detail-oriented, and highly productive manner
High School Diploma , GED, or equivalent certification
Experience with Microsoft Office such as Excel, Outlook and Word
3+ years of experience in collections, loss mitigation and/or financial services complaint resolution
Associate degree or bachelor’s degree in business or related field may be used as a proxy for experience
Must be able to remain in a stationary position at least 75% of the time.
Occasionally move about inside the office to access file cabinets, office machinery, etc.
Requires visual acuity and manual dexterity to constantly operate a computer and other office productivity machinery, such as a calculator, copy machine, and printer.
Frequently communicate with internal and external customers.
Must be able to exchange accurate information in these situations.
This position could require moving objects up to 20 pounds.

Responsibilities

Handle high volume of inbound calls that provide reinstatement/redemption offers to our customers based on defined business criteria and state requirements
Negotiate payments and offer tools to support the reinstatement of customers based on defined business criteria
Perform high volume of outbound calls to establish contact with customers to discuss their intentions on reinstatement, redemption, or retrieving personal property
Assist customers with concerns/complaints during repossession process by actively listening and assessing details to provide resolutions
Communicate with recovery vendors and auctions to verify personal property and vehicle release details
Process and submit personal property/vehicle release paperwork to recovery vendor or auction in a timely manner
Monitor payment correction process to ensure compliant allocation of funds to customer accounts
Support the Reverse Charge Off process from end to end by obtaining proper approvals, submitting requests through internal ticketing system, emailing requests to reinstate ancillary products, and submitting requests to correct Credit Bureau Inquiries Department
Perform other related duties as assigned