Representative II Recovery

Job Summary

Under general supervision the Recovery Representative II (Impounds) is responsible for Impound Account Management, Resolution, and ensuring no vehicles are lost to unintended lien sale. The Impound Representative II contacts the customer to determine intention, negotiates rates with Impound/Repair lots to obtain lower storage charges, and ensures all state laws and policies are followed throughout the process.

Job Responsibilities

• Communicate effectively and professionally with internal and external customers.
• Resolve complex impound scenarios including police impounds.
• Build a solid understanding of various operations within the team, including procedures, protocol with business partners, queue and account workflow/steps/processes, correspondence, along with updating credit bureau agencies.
• Takes an active role in continuous improvement by identifying opportunities, potential solutions, and implementation of solutions
• May serve as a resource/mentor to new Recovery representatives along with assisting with training and handling miscellaneous projects as needed.
• Uses effective time management to ensure customer service experience is satisfactory and meets expectations.
• Has solid and effective understanding of account workflow (sub-team roles and responsibilities) throughout Servicing and able to interact with all areas within the organization in a professional and effective manner.
• Protection of information and compliance with the law are  paramount. Protecting employee, customer and corporate information is everyone's responsibility at Eaglemark Savings Bank.  All employees must follow established safeguards, including policies regarding data protection, segregation of duties, and access to information based solely on business need. Further, it is the responsibility of all employees to maintain awareness and understanding of relevant laws, regulations, internal policies and procedures, and to comply with all of them.
• Assess the level of risk associated with each stored vehicle to determine an appropriate course of action. Contacting customers to determine their intent with the impounded/stored collateral and collecting payments as required -Resolve complex impound scenarios including police impounds.
• Coordinate vehicle recovery working with Third Party Vendors, Impound Lots, Repair Shops, and Law Enforcement within approved thresholds.  
• Review charges assessed by Impound Lots and Repair shops to ensure compliance with state and local laws -Negotiate associated fees/costs to secure collateral to maximize company Positive Net Recovery.
• Decision accounts on company’s behalf to either repossess or abandon Impounded vehicles by evaluating the value of the collateral vs. any storage/repair/repossession fees
• Preparation of repossession documents required by multi-state municipalities for vehicle recovery -Communicate effectively and professionally with internal and external customers.
• Service Inbound calls in accordance with Quality Assurance requirements -Communicate effectively and professionally with internal and external customers.

Education Requirements

Education Specifications

N/A

Experience Requirements

Required

• Typically requires a minimum of 2 years of related experience.
• Strong skip-tracing skills and collection knowledge
• Excellent verbal and written communication skills
• Proven to consistently evaluate and resolve problems
• PC Literate including MSWord, Excel, Outlook and Internet
• Proven ability to take the initiative and achieve results in a fast-paced and changing environment
• Strong teamwork skills and the ability to interact effectively with all levels of staff, well organized and proven attention to detail
• Proven ability to assist with projects, training, focus groups, and continuous improvement
• Self-motivated, able to recognize what needs to be done and initiates action promptly

Preferred

• 3 years experience preferred