Join our team as a Special Credits Senior Specialist II in Total Loss Insurance, where you'll leverage your communication, knowledge, and negotiation skills to achieve the best outcomes for our customers. In a dynamic call center environment, you'll take ownership of each interaction, demonstrating empathy and respect. This role offers the opportunity to work independently and as part of a team, adhering to all regulatory and departmental practices. Ideal candidates excel in time management and demonstrate sound judgment using the resources and tools provided.
As an Auto Special Collections Specialist, you will have the opportunity to utilize your communication, knowledge, and negotiation skills to find the best outcomes for our customers. In this fast-paced call center environment, you will take ownership of each customer interaction, demonstrating empathy and respect. This role offers the chance to work both independently and as part of a team environment, adhering to all applicable regulatory and departmental practices and procedures. The ideal candidate will excel in time management and demonstrate sound judgment using the resources and tools provided.
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Job Responsibilities:
- Work in a high-volume call center environment that requires phone-based interaction through inbound or outbound calls.
- Mitigate loss by proactively contacting customers, insurance companies, GAP administrators, and dealers, following up on Total Loss claims.
- Ensure proper risk management of our collateral and settlement.
- Handle a portfolio of accounts ranging from 0-120 days past due, including post charge-off accounts when applicable. Collect past due payments from customers, and payments from insurance, GAP, and dealers.
- Collaborate with third-party vendors to establish contact with customers and/or secure collateral.
- Communicate effectively and work with a network of internal departments that provide various support functions.
- Evaluate the risk level associated with each Total Loss claim to determine the appropriate course of action.
- Demonstrate proficiency in multi-tasking in a fast-paced environment to maintain efficiency and accuracy.
- Adhere to company policies and procedures.
- Perform tasks and duties as assigned due to business needs.
Required Qualifications, Capabilities, and Skills:
- High school diploma or GED.
- Ability to work collaboratively with various stakeholders both internal and external.
- Able to determine when to escalate and de-escalate.
- Organization and prioritization skills are a must.
- Excellent communication and listening skills to effectively interact with customers and internal teams.
- Strong attention to detail, ensuring accuracy and thoroughness in all tasks.
- Efficiently navigate Microsoft Word, Excel, and Outlook applications.
- Possess analytical and problem-solving skills to address customer inquiries and resolve issues.
Preferred Qualifications, Capabilities, and Skills:
- Previous auto experience and call center experience helpful.
- Comfortable in a fast-paced, consistently changing environment.
- Basic skip tracing experience strongly preferred.
- 1 years customer service and collection experience strongly preferred.
- Knowledge of FDCPA and UDAAP policies.
- Ability to work overtime as required.
Work Schedule:
Candidates must reside in the state of Arizona and be willing and able to work a hybrid work schedule. Specific schedule information will be provided by the Recruiter.
ABOUT US
Chase is a leading financial services firm, helping nearly half of America's households and small businesses achieve their financial goals through a broad range of financial products. Our mission is to create engaged, lifelong relationships and put our customers at the heart of everything we do. We also help small businesses, nonprofits and cities grow, delivering solutions to solve all their financial needs.
We offer a competitive total rewards package including base salary determined based on the role, experience, skill set, and location. Those in eligible roles may receive commission-based pay and/or discretionary incentive compensation awarded in recognition of individual achievements and contributions. We also offer a range of benefits and programs to meet employee needs, based on eligibility. These benefits include comprehensive health care coverage, on-site health and wellness centers, a retirement savings plan, backup childcare, tuition reimbursement, mental health support, financial coaching and more. Additional details about total compensation and benefits will be provided during the hiring process.
We recognize that our people are our strength and the diverse talents they bring to our global workforce are directly linked to our success. We are an equal opportunity employer and place a high value on diversity and inclusion at our company. We do not discriminate on the basis of any protected attribute, including race, religion, color, national origin, gender, sexual orientation, gender identity, gender expression, age, marital or veteran status, pregnancy or disability, or any other basis protected under applicable law. We also make reasonable accommodations for applicants' and employees' religious practices and beliefs, as well as mental health or physical disability needs. Visit our FAQs for more information about requesting an accommodation.
Equal Opportunity Employer/Disability/Veterans
ABOUT THE TEAM
Our Consumer & Community Banking division serves our Chase customers through a range of financial services, including personal banking, credit cards, mortgages, auto financing, investment advice, small business loans and payment processing. We're proud to lead the U.S. in credit card sales and deposit growth and have the most-used digital solutions - all while ranking first in customer satisfaction.
When it comes to buying a vehicle or refinancing an existing car loan, many customers turn to Chase to help. Our auto lending services are constantly evolving and incorporating the latest technology to help match car buyers with dealers, provide competitive financing options and ease loan management.