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Analyst, Universal Lease End II in Plano, TX at Hyundai Capital America

Date Posted: 11/21/2018

Job Snapshot

  • Employee Type:
    Full-Time
  • Location:
    Plano, TX
  • Job Type:
  • Experience:
    At least 3 year(s)
  • Date Posted:
    11/21/2018

Job Description

GENERAL SUMMARY:

The Analyst, LEST Universal Agent II is responsible for supporting Lease-End Servicing, Lease Maturity Servicing, and Dealer Support in managing customer and dealer facing processes associated with end of term lease and retail balloon accounts via multiple channels. Specific responsibilities include providing exceptional customer service in a variety of supporting tasks including communicating end of term options and obligations, an explanation of end of term balances owed and contractual obligations, research and resolve dealer inquires and provide guidance to HCA dealers on HCA processing policies, and updating business systems with appropriate notes. Provides exceptional customer service utilizing increased product knowledge and experience results in increase productivity and quality work within role. This position requires flexibility and ability to adapt to a multi-functional departmental structure and job rotation.

DUTIES AND RESPONSIBILITIES:

1. Answer calls from lease and retail balloon customers and Hyundai and Kia dealers to assist with processes and procedures associated with end of term. Deliver an excellent customer experience executing active listening, proper tone, and excellent use of business language and anticipating customer wants and needs.
2. Review and grade Lease-End Servicing and Lease Maturity Servicing telephone calls for compliance adherence.
3. Review account with outstanding end of term balance for billing adjustments and waivers. Resolve maturity bill disputes as required.
4. Research, review, and conduct root cause analysis resulting from internal requests from HCA dealers providing solutions beneficial to all parties.
5. Prepare end of balloon refinance documentation, follow up for odometer statements and power of attorney documents, and prepare end of term invoicing. Act as the HCA balloon liaison supporting all departments with balloon activities.
6. Cross train as requested to enhance department efficiencies and personal development for other duties and responsibilities as assigned.

KNOWLEDGE AND SKILLS:

-Strong communication skills - ability to effectively interact with all levels of internal and external business partners.
-Strong customer service and telephone skills.
-Work effectively in a team environment and be flexible to quickly adapt to assigned tasks per business need.
-Strong problem solving and analytical skills.
-Ability to understand analysis, technical processes and business systems.
-Excellent organizational, interpersonal and business system skills

Bachelor degree preferred

Minimum 6 months in lease-end servicing

3 years of call center experience desired


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


Job:  Servicing
Job Type:  Regular
Job Level:  Individual Contributor
Schedule:  Full-time
Job Posting:  Nov 21, 2018