Lease Maturity Team Lead

Position Summary:

The Lease Maturity Team Lead will be responsible for providing support, guidance, and coaching to a team of Lease Maturity Analysts. This role will oversee the day-to-day operations of the Lease Maturity Team and ensure they are executed smoothly and in accordance with company policies and procedures. The Lease Maturity Team Lead will collaborate with leadership on performance improvement strategies, managing customer and dealer escalations and/or disputes, assists with new hire training, and performs administrative end-of-lease tasks.

Essential Duties and Responsibilities:

• Answer Lease Maturity team questions and provide guidance aligned with the lease maturity loyalty strategy, lease maturity collections strategy, and company policies and procedures.
• Monitor workflow and distribute workload as needed, while managing escalated calls from customers and dealers
• Collaborate with other departments to resolve escalated issues in a timely manner and keep all parties and leadership aware of resolutions.
• Monitor agent performance and provide call coaching focused on improving conversations, business outcomes, and long-term accuracy and retention through timely feedback and follow-up
• Manage customer communication and assist with end of lease related processes including scheduling inspections, returning the vehicle, extending the lease, and/or purchasing the vehicle.
• Inform customers of any outstanding end of lease charges and collect on remaining balances such as wear and tear, excess mileage, remaining payments, and lease contract deficiency.
• Process phone payments and set up and/or negotiate payment arrangements with customers as needed.
• Execute administrative end of lease tasks, team performance reporting, or any other duties assigned as needed.

Qualifications and Competencies Required 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.

Required Experience:

• Minimum of 3 years of customer service, loan servicing, or quality monitoring experience.

Education:

• High school diploma, GED or equivalent.

Skills Required:

• Excellent verbal and written communication, interpersonal, and customer service skills.
• Proficient with MS Office Suite applications such as Excel, Word, and PowerPoint.
• Strong critical thinking, effective problem solving, negotiation, and de-escalation skills.
• Demonstrate quality, accuracy, thoroughness, and flexibility in a high-paced and at times stressful environment.
• Strong organizational, time management, and collaboration skills.
• Mathematical skills include the ability to add, subtract, multiply, and divide in all units of measure, using whole number, common fractions, and decimals.
• Overtime required – required on an as needed basis.
• Travel 0-10% - as required on an as needed basis.
• Must have reliable transportation and live within a commutable distance to one of the following cities: Dallas, TX

Qualifications Preferred:

• Experience working in a captive finance company and/or vehicle leasing environment is preferred.
• Bachelor’s or four-year college degree in any General Studies field.
• Sales and collections department experience is a plus!

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. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this Job, the employee is regularly required to sit; use hands to finger, handle, or feel; reach with hands and arms and talk or hear. The employee is occasionally required to stand; walk and stoop, kneel, crouch, or crawl. The employee must occasionally lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision.

Work Environment The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually moderate.

Work Schedule This position requires the ability to work various shifts to accommodate business needs. Typically, between the hours of 8AM-6PM Monday through Friday and on weekends as needed.

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.