Lease Maturity Team Lead

Stellantis Financial Services (SFS) is the new captive finance company for one of the world's leading automakers and a mobility provider with iconic brands including Abarth, Alfa Romeo, Chrysler, Citroën, Dodge, DS Automobiles, Fiat, Jeep®, Lancia, Maserati, Opel, Peugeot, Ram, Vauxhall, Free2move and Leasys.

Our exciting growth provides opportunities to advance your career as we successfully lead products and services from a small to midsize company in just a few years. Join our world class team and culture and contribute to our core mission which is enhancing our customer's experience.

The Lease Maturity Team Lead will be responsible for providing support, guidance, and coaching to a team of Lease Maturity Analysts. This role will oversee the day-to-day operations of the Lease Maturity Team and ensure they are executed smoothly and in accordance with company policies and procedures. The Lease Maturity Team Lead will collaborate with leadership on performance improvement strategies, managing customer and dealer escalations and/or disputes, assists with new hire training, and performs administrative end-of-lease tasks.

• Answer Lease Maturity team questions and provide guidance aligned with the lease maturity loyalty strategy, lease maturity collections strategy, and company policies and procedures.
• Monitor workflow and distribute workload as needed, while managing escalated calls from customers and dealers
• Collaborate with other departments to resolve escalated issues in a timely manner and keep all parties and leadership aware of resolutions.
• Monitor agent performance and provide call coaching focused on improving conversations, business outcomes, and long-term accuracy and retention through timely feedback and follow-up
• Manage customer communication and assist with end of lease related processes including scheduling inspections, returning the vehicle, extending the lease, and/or purchasing the vehicle.
• Inform customers of any outstanding end of lease charges and collect on remaining balances such as wear and tear, excess mileage, remaining payments, and lease contract deficiency.
• Process phone payments and set up and/or negotiate payment arrangements with customers as needed.
• Execute administrative end of lease tasks, team performance reporting, or any other duties assigned as needed.

Qualifications and Competencies Required To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Minimum of 3 years of customer service, loan servicing, or quality monitoring experience.

• High school diploma, GED or equivalent.

• Excellent verbal and written communication, interpersonal, and customer service skills.
• Proficient with MS Office Suite applications such as Excel, Word, and PowerPoint.
• Strong critical thinking, effective problem solving, negotiation, and de-escalation skills.
• Demonstrate quality, accuracy, thoroughness, and flexibility in a high-paced and at times stressful environment.
• Strong organizational, time management, and collaboration skills.
• Mathematical skills include the ability to add, subtract, multiply and divide in all units of measure, using whole number, common fractions, and decimals.
• Overtime required – required on an as needed basis.
• Travel 0-10% - as required on an as needed basis.
• Must have reliable transportation and live within a commutable distance to one of the following cities: Dallas, TX

• Experience working…