Senior Representative, Repossession

Role Summary/Purpose: The Senior Repossession Representative is a non-exempt position responsible for the daily management and execution of assigned repossession account processes. This role provides essential support to key internal and external stakeholders, ensuring efficient communication and resolution throughout the repossession lifecycle. Essential Responsibilities:   Manage repossession accounts by reviewing assignments, verifying account documentation, and updating account statuses accurately. Efficiently and accurately handle customer requests for unit surrender. Resolve escalations involving suppliers and third parties in a timely manner. Initiate and respond to calls with suppliers and third parties to coordinate repossession efforts, address escalations, resolve discrepancies, and maintain effective working relationships. Provide support and resolve inquiries from both internal teams and external customers. Assist team members and leadership in identifying process gaps and following up on system issues to improve operational efficiency. Perform daily monitoring and management of repossession accounts and exception queues, including Bankruptcy and Probate accounts. Support new hire training and conduct refresher sessions as needed to ensure team competency. Contribute to the development and delivery of job aids and training materials to enhance team knowledge and performance. Conduct thorough reviews of specialized account types such as SCRA, Bankruptcy, Canadian, Lien Sale, NSF, and others. Process invoices and prepare and mail legal notices in compliance with regulatory requirements. Ensure adherence to federal and state regulations as well as internal policies and procedures across all activities. Monitor quality throughout the repossession process and complete various compliance and quality assurance testing. Handle all incoming and outgoing mail correspondence, including legal notices and third party communications, ensuring accurate processing, prompt response, and resolution in accordance with company policies and regulatory requirements. Manage multiple priorities effectively and demonstrate initiative in completing assigned projects. Collaborate with team members by sharing ideas and facilitating the exchange of best practices to drive continuous improvement. Promote and contribute to a “Great Place to Work” culture within the team. Perform other duties and special projects as assigned to support organizational goals. This is a hybrid position - This is an essential role that requires a minimum of 3 days working at the hub upon completion of the training. The initial training is 100% onsite at the hub   Qualifications/Requirements:   Minimum 6 months experience in Operations/Customer Service, Collections and/or Recovery experience in a call-center environment Work experience with handling/processing business documents Working knowledge of Microsoft office program …