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Analyst, Collections Support I (Reinstatements) in Plano, TX at Hyundai Capital America

Date Posted: 9/25/2018

Job Snapshot

Job Description

The Analyst, Collections Support I (Reinstatement) is responsible for answering calls for customers whose vehicles have been repossessed and have questions about the next steps HCA will take to sell their unit.  This employee will also answer calls for customers who are interested in redeeming their vehicle or the personal property in the repossessed vehicle.  In addition, this employee will open a Reinstatement/ Redemption service request to set an auction hold and work with other internal departments to ensure that all HCA policies and state restrictions are followed.
Essential functions of the position:
Inbound Call – Request reinstatement/redemption
1)     Mandatory States
a.     Advise customer of reinstatement, redemption process
b.    Obtain and verify insurance
c.     Document POI received and verified in CRM
d.    Submit Reinstatement service requests
e.     Create mandatory state reinstatement checklist
f.     Forward checklist to Reinstatement Fax Inbox and copy Analysts II
2)     Non-Mandatory States
a.     Advise customer of reinstatement process
Advise customer to send POI to Reinstatement Fax Inbox
Inbound Call – Customer explained POI sent
1)     Review reinstatement SR for decision
2)     Advise customer of decision
a.     Approved – Notify customer of reinstatement amount and payment instructions
                                          i.    Set PTP for reinstatement/redemption amount with method and date
                                         ii.    Advise customer of auction hold expiration date
Rejected – Provide redemption option to customer
Inbound Call – Customer explained payment made
1)     Obtain payment confirmation and verify payment
2)     Document payment received in CRM
3)     Attach proof of payment in CRM
4)     Send Vehicle Release to agent or auto auction
5)     Document release sent in CRM
6)     Notify Analyst II payment received and release sent
Outbound Call - Advice customer of management decision
1)     Place outbound calls to customer from Advise Customer of Decision list
a.     Document call result in CRM
b.    Update Advise Customer of Decision list
c.     Return completed list to Analyst II
2)     Approved – Notify customer of reinstatement amount and payment instructions
a.     Set PTP with method, amount and date
b.    Advise customer of auction hold expiration date
3)     Rejected – Provide redemption option to customer
Advise customer to return keys to local agent and send release for person property if necessary
Outbound Call – Determine continued intent to reinstate
1)     Follow-up with customers on intent to reinstate for all accounts that are pending POI or payment
2)     Document attempt results in CRM
Notify Analyst II when Proof of Payment is obtained
Secondary functions of the position:
Computer Skills – Proficient in Windows including MS Word and Excel
Communication Skills – Ability to clearly communicate with both internal and external customers
Decision Making Skills – Ability to process data and make suggestions on process improvements and departmental initiatives
Strong time management skills – Prioritize workload in order to meet departmental timelines
Strong listen skills – Ability to listen and understand direction
Ability to work well with others

-A high school or GED equivalent diploma required. 
-Minimum 2 years automotive collections experience is required.
-Repossession assignment and repossession management a plus.

Primary Location:  United States-Texas-Plano
Work Locations:  
Dallas, TX (HCA_DallasTX)
6100 W. Plano Parkway, Suite 2000
Suite 2000
Plano, 75093

Job:  Operations Support
Job Type:  Regular
Job Level:  Individual Contributor
Schedule:  Full-time
Job Posting:  Sep 24, 2018


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