Representative, Account Services

Operations Support North Richland Hills, Texas


Job Family: Business Operations

Responsible for the day-to-day operations of the company's business units. Aims to deliver superior service to clients by driving and optimizing the effectiveness and efficiency of people, processes and technology thereby enhancing financial performance, increasing investment capacity, and managing risk. Builds the sustainable repeatable capabilities that support delivery of the highest standards of service and execution. Analyzes and reviews data tools, business processes and operational standards to execute service delivery. Evaluates and ensures that operations meet company objectives, business needs, service agreements and relevant requirements. Researches and monitors external landscape to identify developments and translate them into operational implications for the company.

Job Function: Auto Loan & Lease Customer Service

Acts as a primary point of contact to assist consumer loan customers in resolving account issues and questions. Researches and escalates as appropriate. Ensures adherence to internal policy and external regulations. Supports respectful customer experiences throughout life of loan.

Summary of Responsibilities:

The Representative, Account Services assists the general functions of the Account Servicing team. The Representative is responsible for addressing all account status, payment posting and customer information update requests. S/he is responsible for addressing loan modification requests as received from the customer and business. S/he is also responsible for outbound mail requests of loan documents and template letters, address changes received from inbound mail and autopay plan generation and amendments as requested by the customer.

Essential Functions:

  • Addresses account status disputes, payment posting issues, customer information updates and requests for documents as received via the ASUR (ASU Request) APF with MySupervisor.
  • Addresses loan modifications such as Temporary Reduction in Payment Plan, Matured Modification, Hardship Modification, Bankruptcy Modification, SCRA Modification and Extensions as received from the customer and business.
  • Addresses address updates and autopay requests as received via physical mail from the customer.
  • Addresses autopay amendments as per account receiving extension, due date change and modification.
  • Records all account activity completed daily.
  • Employees in this role do not take customer payments.

Other Functions:

  • Other duties as assigned.


  • Education -
    • H.S. Diploma
    • or equivalent work experience
  • Experience -
    • 0-3 years Experience performing general office duties with collection or finance experience desired.
  • Skills & Abilities -
    • Ability to accurately process data entry, typing and ten-key skills.
    • Good verbal and written communication skills.
    • Working knowledge of Microsoft Office Suite, including Excel and Word.


  • Change Orientation - Support for Change:
    • Foundational - Learning and Developing
      • Learns new methods and procedures or modifies them to meet new standards
      • Is positive about new approaches and methods resulting from change

  • Collaboration - Teamwork:
    • Foundational - Learning and Developing
      • Works effectively in team settings
      • Shows appreciation for others' help and lends a hand when needed to complete shared tasks

  • Customer Focus - Customer Satisfaction:
    • Foundational - Learning and Developing
      • Demonstrates the organization’s customer service standards

  • Influence - Information Sharing:
    • Foundational - Learning and Developing
      • Openly and proactively shares information

  • Problem Solving - Problem Identification:
    • Foundational - Learning and Developing
      • Defines issues accurately and identifies the critical components

  • Risk Management - Knowledge of Risk Management Policies, Regulations, Processes and Procedures:
    • Foundational - Learning and Developing
      • Learns about and diligently follows established risk management policies, processes and procedures


Working Conditions:

  • Frequently: Minimal physical effort such as sitting, standing, and walking.
  • Occasional moving and lifting of equipment and furniture is required to support onsite and offsite meeting setup and teardown.
  • Physically capable of lifting up to fifty pounds, able to bend, kneel, climb ladders.

Employer’s Rights:

  • This job description does not list all the duties of the job.  You may be asked by your supervisors or managers to perform other duties.  You will be evaluated in part based upon your performance of the tasks listed in this job description.
  • The employer has the right to revise this job description at any time.  This job description is not a contract for employment, and either you or the employer may terminate employment at any time, for any reason.