Remarketing Lease End Inspection Coordinator

About the role

The Remarketing Lease End Inspection Coordinator at Stellantis Financial (SFS) oversees the end-of-lease and inspection process for leased vehicles, ensuring smooth transitions for both dealers and the company. This role involves independent decision-making, managing dealership and third-party vendor relationships, coordinating vehicle returns, assessing vehicle condition, facilitating the check-in process, the sale of the portfolio, and addressing dealership and/or lessee inquiries.

Responsibilities

• Be the primary point of contact for third-party inspection vendors, dealers, and lessees during the lease-end process, answering questions, resolving issues, and providing guidance on available options.
• Make independent decisions regarding vehicle inspections, arbitrations, and auction sales that are in the best interest of the customer and the company.
• Manage pre-term and post-term vehicle inspections to assess and evaluate wear and tear, mileage, and overall condition of the vehicle.
• Manage escalations for any inspection scheduling concerns.
• Manage and enforce arbitration policies and procedures.
• Perform customer arbitration transactions in a prompt and courteous manner.
• Recommend options and resolutions to the dealership regarding all post-sale arbitration issues.
• Coordinate the collection of any necessary documentation related to lease return and/or dealer purchase.
• Manage dealer relationships, inquiries, and concerns regarding vehicle returns, charges, and lease terms in a professional and empathetic manner.
• Manage, organize, and maintain all lease-end activities.
• Ensure customer accounts are properly documented and updated with relevant details.
• Ensure all lease-end processes comply with internal policies, industry regulations, and legal requirements.
• Identify, track, and manage risks related to vehicle condition, customer disputes, and financial discrepancies on behalf of the organization.
• Be the primary liaison between the remarketing sales field staff and other SFS departments to facilitate the resale of returned vehicles.
• Develop and implement process improvements to streamline the lease-end workflow.

Qualifications and Competencies

• 2 years minimum of Salesforce.com experience.
• 2 years’ minimum of Automotive Remarketing industry experience.
• 3 years’ minimum of Customer Service experience managing escalations.
• 5 years’ minimum experience in vehicle inspections and/or auto auction industry.
• High School Diploma and/or GED, college or degree preferred.
• Advanced knowledge of MS Excel, Word, PowerPoint and Outlook.
• Strong customer service and communication skills, both verbal and written.
• Excellent attention to detail and ability to document information accurately.
• Proven ability to create, implement, and follow standard operating procedures.
• Efficient organizational and time management skills with the ability to manage multiple tasks simultaneously.
• Independent thinking and problem-solving skills to resolve customer issues and discrepancies related to lease-end.
• Familiarity with auto finance systems, lease management software, and financial processing tools.
• Basic understanding of lease agreements, residual values, and vehicle condition guidelines.
• Ability to read and evaluate vehicle inspection reports to evaluate vehicle condition.
• Proven ability to manage difficult or sensitive situations with professionalism and tact.

Physical Demands

• Sit.
• Use hands to finger, handle, or feel.
• Reach with hands and arms.
• Talk or hear.
• Occasionally lift and/or move up to 10 pounds.

Work Environment

• The noise level in the work environment is usually moderate.

Work Schedule

• This position requires the ability to work various shifts to accommodate business needs. Typically, between the hours of 8AM-6PM Monday through Friday and on weekends as needed.
• Travel is required 10% of the time.

Additional Requirements

• Must have reliable transportation and live within a commutable distance to one of the following cities: Dallas, TX, Auburn Hills, MI and Houston, TX.