|Reference # : ||21-29285
||Title : ||Call Center Rep|
|Experience Level : ||
||Start Date / End Date : ||07/31/2021 / 07/30/2022
| Description |
| Call Center Rep|
Hilliard, OH - Will start remote
The Associate?s shifts will vary based on the shifts available that they select. Shifts include a combination of 9-6, 10-7 and 12-9 throughout the week, with shift bids completed quarterly and selection order based on a combination of performance and tenure.
Our hours of operation are:
Monday ? Thursday: 9 a.m. ? 9 p.m.
Friday: 9 a.m.-6 p.m.
Volume (e.g. units) Release 300,000+ titles per year; process 20,000 registration applications/cards per year. Responsible for the day-to-day title release related to processing and releasing lease and retail titles to the customer, dealer, insurance company or auction, processing service requests received from internal departments, requesting missing information documents, address data entry and processing terminated contracts.
Responsible for assisting internal and external customers, *** Centers, third party dealers, third party finance companies and Insurance companies in title related processes. Process to conclusion all title release processes. Responsible for processing registration renewal and working with imaging team for timely releases. Review, update and verify the title send to address is properly updated in Express application prior to the release of title. Complete daily reports to ensure all addresses have been updated in the Express application. Verify the correct title is pulled from the lektriever, married to correct document and update the title status in the Express Application. Number each incoming title, create batch information to place on folder, place titles in folder and place the batch folder onto the lektriever shelf. Shift current folders to make room for new folders when needed. Properly assign ownership and/or release lien on titles as an authorized *** FS agent on the auto title on the determined release date. Ensure the customer account for each title or lien release is properly noted with the sent note listing the address and mailing tracking # if applicable.
Properly process Electronic Lien Title (ELT) records to purchasing party or order a paper title when needed. Assist the CA DMV, Insurance companies and/or auctions with the resolution of CA ELT rejections and exceptions. Assist payoff dealer, third party finance companies and customers by phone, email and/or mail in resolution of needed documents to complete any of the title release activities. Process all activities related to the release of titles that are being sent to Auctions: Sort titles, create repo affidavits and coversheets, process overnight label, add/remove title hold from accounts as appropriate, research Electronic Lien Title (ELT) rejections, research delinquent titles, and research and respond to emails. Process and place duplicate title orders through vendor or directly with state when necessary, monitor account and research account until duplicate title is received. Sort and deliver Title Services mail to individuals to process or process the request received by mail. Request paper contracts from vendor on terminated accounts in required states, stamp contract with proper stamp for particular state, match contracts with the letter, submit documents to be imaged and upload into EDM Viewer, submit bulk note request and place contract in envelope and place in mail. Assist in the resolution of questions and issues when inbound calls are received on the phone queue and provide responses with emphasis on maintaining the highest levels of customer/dealer satisfaction. Process and mail documents required to complete both steps of the two step move pack process. Contact state DMVs to resolve outstanding titles previously sent to state DMVs for a move. Note each account with information obtained during contact/research. Process all service requests received in the Power of Attorney queue. Properly process registration renewals. Answer inbound calls received on the Registration phone queue and provide responses with emphasis on maintaining the highest levels of customer satisfaction. This position may take on additional duties and responsibilities, such as backfilling other roles should the need arise.
Continually review processes for efficiencies enhancements. ?Performance of activities and interactions with our internal and external customers through verbal or written communication must reflect adherence to the company?s Core Values and corporate compliance. ?Support Section Service Level objectives through active engagement with Schedule Adherence and Schedule Compliance goals as established. ?Complete Back-up work as assigned in efficient manner in support of Title Services and Support objectives. ?Establish effective communication with internal areas on resolutions requiring Service Requests or follow-up. ?Complete all steps necessary to ensure resolution of customer?s issue or concern. ?Escalate application or service related issues that affect customers negatively to your Team Leader or Manager for review/resolution. ?If requested, conduct testing for system enhancements including any supporting systems. ?Complete all position related training and participate in corporate initiatives as directed. ?Support the Title Services section by cross training in all processes of the section and shifting daily tasks to ensure section goals are met.
Bachelor's degree or equivalent experience and/or certifications. (Business Major preferred). Required: 6-12 Months Financial Services industry experience Preferred: 6-12 Months Auto Title Services Experience. 6-12 months State Department of Motor Vehicle Experience. 6-12 months Customer Service Experience. Strong analytical and attention to detail skill set. Strong listening and communication (written and verbal) skills. The ability to make decisions and take ownership of tasks and account issues. Microsoft Office Products, Customer Express, Customer Central, Desktop Cafe?, Seibel email, EDM Viewer, Thunderhead. Physical Demands: Sitting: Frequent (31-50%). Walking: Occasional (5-15%). Standing, Bending, Squatting, Reaching, Handling, Lift/Carry 10lbs: Little (< 5%). Lift/Carry 11-100lbs: Never. Travel: Occasional (5-15%). Regular in person attendance at the office is required for this position.