Senior Representative, Repossession

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.

• 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

• 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
• Willingness to work onsite a minimum of 3 days per week

• Proven experience with the repossession process and related operations.
• Strong interpersonal skills with excellent oral and written communication abilities across all organizational levels.
• Exceptional organizational, prioritization, and time management skills, with the ability to manage multiple projects simultaneously and work independently with minimal supervision.
• Demonstrated success in implementing new procedures and programs to improve operational efficiency.
• In-depth knowledge of collection policies, techniques, and best practices.
• Consistent track record of sound judgment and effective decision-making.
• Self-motivated with a strong commitment to organization and accuracy.
• Proficient in Microsoft Office applications, including Word, Excel, and PowerPoint.

Grade/Level: 05

The hourly rate range for this position is $23.50 - $30.00/hr USD Annual and is eligible for an annual bonus based on individual and company performance.

Actual compensation offered within the posted salary range will be based upon work experience, skill level or knowledge.

We're proud to offer you flexibility. At Synchrony, our way of working allows you to have the option to work from home near one of our Hubs or come into one of our offices.

You will be required to commute to your nearest

Hub (either virtual or physical) for in-person engagement activities such as regular business or team meetings, training and culture events.

* Field Sales and some Commercial team roles may have varied location requirements…