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 andor 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 proceduresMonitor workflow and distribute workload as needed while managing escalated calls from customers and dealersCollaborate with other departments to resolve escalated issues in a timely manner and keep all parties and leadership aware of resolutionsMonitor agent performance and provide call coaching focused on improving conversations business outcomes and long term accuracy and retention through timely feedback and follow upManage customer communication and assist with end of lease related processes including scheduling inspections returning the vehicle extending the lease andor purchasing the vehicleInform 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 deficiencyProcess phone payments and set up andor negotiate payment arrangements with customers as neededExecute administrative end of lease tasks team performance reporting or any other duties assigned as neededQualifications 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 andor 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 experienceEducation High school diploma GED or equivalentSkills Required Excellent verbal and written communication interpersonal and customer service skillsProficient with MS Office Suite applications such as Excel Word and PowerPointStrong critical thinking effective problem solving negotiation and de escalation skillsDemonstrate quality accuracy thoroughness and flexibility in a high paced and at times stressful environmentStrong organizational time management and collaboration skillsMathematical skills include the ability to add subtract multiply and divide in all units of measure using whole number common fractions and decimalsOvertime required required on an as needed basisTravel 0 10 as required on an as needed basisMust have reliable transportation and live within a commutable distance to one of the following cities Dallas TXQualifications Preferred Experience working in a captive finance company andor vehicle leasing environment is preferredBachelors or four year college degree in any General Studies fieldSales and collections department experience is a plusPhysical 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 andor 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 andor 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