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Sr. Resolution Analyst

1 month ago

Houston, United States Stellantis Financial Services US Full time
Job DescriptionJob Description

Stellantis Financial Services (SFS) is the new captive finance company for one of the world's leading automakers and a mobility provider with iconic brands including Abarth, Alfa Romeo, Chrysler, Citroën, Dodge, DS Automobiles, Fiat, Jeep®, Lancia, Maserati, Opel, Peugeot, Ram, Vauxhall, Free2move and Leasys.

Our exciting growth provides opportunities to advance your career as we successfully lead products and services from a small to midsize company in just a few years. Join our world class team and culture and contribute to our core mission which is enhancing our customer's experience

Position Summary:

The Resolution Specialist l will be responsible for investigating and resolving complaints, analyzing data, and providing timely and effective resolutions to problems for all Post Funding and Title tasks. The role ensures the efficient use of company resources and technical capabilities to achieve targeted performance standards while remaining in compliance with applicable state and federal laws.

Essential Duties and Responsibilities include the following but are not limited to:

  • Handles processing of post funding tasks such as, VIN corrections, account unwinds, substitution of collateral (SOC) requests, and negotiations of settlements.

  • Coordinates and acts as a liaison between, dealers, customers, marketing, accounting, credit reporting, compliance and multiple originations and servicing departments as needed to resolve the requests received.

  • Research and handle complex title discrepancies.

  • Research and ensure that payments are applied correctly, and refunds are processed when needed. Titles are corrected and released as required by Federal laws and regulations.

  • Adherence to Company, Compliance and department policies and procedures.

  • Assists team lead with reviewing and assigning cases appropriately in the Post Funding queue in Salesforce.

  • Handles titles and post funding inquiries, escalations and correspondence to ensure work is completed in compliance with established service levels.

  • Adherence to department policies and procedures.

  • Other duties may be assigned as needed.

  • May assist with handling of escalated calls and assist with the training of the staff to ensure that we are providing superior customer service in compliance with departmental, company, state and federal guidelines and standards.

Qualifications To perform this job successfully an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Experience

  • Minimum five (5) years loan originations and/or servicing experience required. (i.e. loan processing, funding, underwriting, collections, titles processing and account services.)

Skills Required

  • Prior experience in operations adept in complaint handling, resolving complex issues, and negotiating loan terms is highly desirable.

  • Strong problem-solving skills with the ability to analyze information and make sound decisions.

  • Excellent verbal and written communication skills, with the ability to convey complex information in a clear and concise manner.

  • Exceptional interpersonal skills, with the ability to remain calm and professional while dealing with dissatisfied customers, dealers and various departments within the organization.

  • Detail-oriented with a keen eye for accuracy and an ability to multitask effectively.

  • Ability to work collaboratively as part of a team and independently.

  • Proficient in using Microsoft Office Suite (Excel, Word, & PowerPoint) and Adobe acrobat.

Qualifications Preferred:

  • Experience – Minimum five (5) years loan processing or title processing experience or higher-level education, a combination of education and experience is acceptable. Specific retail and lease auto experience is beneficial.

  • Bilingual is a plus.

Overtime required – month-end volume increases, and other tasks/assignments may require overtime as needed.

Travel 0-10% - as needed basis.

Must have reliable transportation and live within a commutable distance to the following city: Houston, TX

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Sitting for long periods of time, standing, walking, close vision for computer work, speaking, hearing, lift and/or move up to 10 lbs. Reasonable accommodation will be reviewed upon request.

Stellantis Financial Services, Inc (SFS) is an equal opportunity employer and is committed to providing its employees an environment that is free of harassment, discrimination, and intimidation. It is the policy of SFS to comply with all applicable employment laws and regulations and to provide equal opportunity for all qualified persons and to not discriminate against any employee or applicant for employment because of race, color, religion, sex, age, national origin, disability, pregnancy, sexual orientation, veteran status, gender identity or expression, change of sex, and/or transgender status or any protected status. Candidates must possess authorization to work in the United States. This policy applies to recruitment and placement, promotion, training, transfer, retention, rate of pay and all other terms and conditions of employment. Employment and promotion decisions will be based solely on merit, ability, achievement, experience, conduct and other legitimate business reasons.

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