Representative, Process Fulfillment

Customer Service Mesa, Arizona


Description

Essential Functions:

  • Follows all established standards of procedures and guidelines when processing transactions to have title documents arrive at the auctions and to protect the Consumer and Company.
  • Organizes and completes work accurately to ensure conformity to specified requirements and that title documents are in accordance with established measures/deadlines and assigned goals.
  • Documents and tracks all account activity in system of record.
  • Identifies and resolves issues within assigned scope. This includes determining negotiability of the title document and assessing for potential fraud. Report any title discrepancies.
  • Verifies acceptance of the title in the state for which it is filed; confirm accurate title VIN, odometer reading, releases of lien, etc. Report any title discrepancies.
  • Maintains effective communication with all colleagues, auctions, vendors and third parties.
  • Provides daily support and resolution to all internal customers regarding escalated issues.
  • Updates the system with proper documentation for research, tracking, and reconciliation for repository purposes.
  • Liaises with auctions, dealers, vendors, third parties and regulatory agencies to resolve open issues in alignment to internal processes and external regulations.

    Other Functions:

  • Other duties as assigned.
  • Special projects as requested.


    Requirements:

  • Education -
    • Bachelor's Degree: Business, Accounting, Finance or equivalent degree or equivalent work experience: Equivalent combination of education and experience may be substituted in lieu of degree.
  • Experience -
    • 0-3 years
  • Skills & Abilities -
    • Proficient in basic PC applications, including Microsoft Office (Excel, PowerPoint, Word, Outlook).
    • Intermediate to advanced typing and data entry processing skills.
    • Ability to communicate effectively and professionally with internal and external customers.
    • Ability to handle multiple tasks simultaneously.
    • Excellent organizational and time management skills with strong attention to detail.
    • Ability to educate customer on a service or product solution.
    • Ability to work effectively as a team member.
    • Ability to respond to internal and external requests as needed.
    • Ability to adhere to policies, procedures, and instructions of management.

Competencies:

  • Collaboration - Teamwork:
    • Works effectively in team settings
    • Shows appreciation for others' help and lends a hand when needed to complete shared tasks
  • Customer Focus - Customer Satisfaction:
    • Demonstrates the organization’s customer service standards
  • Influence - Information Sharing:
    • Openly and proactively shares information
  • Problem Solving - Problem Identification:
    • Defines issues accurately and identifies the critical components
  • Risk Management - Knowledge of Risk Management Policies, Regulations, Processes and Procedures:
    • Learns about and diligently follows established risk management policies, processes and procedures
  • Change Orientation - Support for Change:
    • Learns new methods and procedures or modifies them to meet new standards
    • Is positive about new approaches and methods resulting from change