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Special Credits Sr. Specialist II - Phoenix, AZ

Req #: 170114040
Location: Phoenix, AZ, US
Job Category: Collections
Job Description:
 
Stored Vehicles
  • Responsible for mitigating loss and tracking impounded vehicles to ensure we are properly addressing any risk to our collateral. 
  • This includes contacting customers to determine their intent with the impounded/stored collateral and collecting payments as required.
  • Assessing the level of risk associated with each stored vehicle to determine an appropriate course of action.
  • Responsible for working with tow companies, auctions, and local law enforcement
  • Pursuing a proactive redemption where applicable.
  • Support a strong network of internal departments that all have segment of this process and ensure all groups are functioning as intended. 
  • Will be responsible for managing a portfolio consisting of accounts that are 0 to 120+ days delinquent where our collateral is impounded/stored.
  • Use of skip tracing and collection tools if needed to locate the customers in order to determine intent .
  • Ability to work in a multi tasked team environment where flexibility and dependability are required
  • Communicate effectively and professionally with internal and external customers
  • Able to handle complex and sensitive situations
  • Data input and reporting requirements
 
Insurance
 
  • ·      assisting customers with a total loss/stolen un-recovered claim that also has a gap waiver or gap insurance product.
  • ·      working with both primary insurance companies and gap administrators or gap providers for resolution to claims. 
  • ·      managing a portfolio consisting of accounts that are 0 to 120+ days delinquent where our customer(s) have had their unit totaled or stolen/un recovered. 
  • ·      skip tracing and collection tools if needed to locate the customers in order to get the primary insurance and the gap waiver/insurance claims paid
  • ·      the ability to work in a multi tasked team environment where flexibility and dependability are required
  • ·      communicate effectively and professionally with internal and external customers
Verbal Stop Call and Special Handling
  • Responsible for reducing mandatory loss accounts or accounts that have entered recovery
  • Will be responsible for managing a portfolio consisting of accounts that are zero to 120+ days delinquent that require some type of action to secure the collateral
  • Use of skip tracing tools to locate “good” information for the customer
  • Ability to work in a multi tasked team environment where flexibility and dependability are required
  • Communicate effectively and professionally with internal and external customers
  • Able to handle complex and urgent situations
Seizures
Responsible for coordinating and communicating with government agencies and reducing mandatory loss accounts while resolving the account in the best interest of the bank. 
Manage a portfolio consisting of accounts that are 0 -120 dpd  or charged off, where our customer(s) have had their unit seized by a government agency due to some type of illegal activity. 
Collection tools will be used to continue collection efforts while the account is pending seizure completion.  
Skip tracing tools if needed to locate “good” information for the customer. 
Ability to work in a multi tasked team environment where flexibility and dependability are required. 
Communicate effectively and professionally with internal and external customers. You must be able to handle complex and urgent situations.
Probate
 
Responsible for assisting family members of our deceased customer(s) in resolving their outstanding auto loan/lease. 
Reduce potential mandatory loss accounts while resolving the account in the best interest of the bank.
Manage a portfolio consisting of accounts that are 0 to 120+ days delinquent where our customer(s) have become deceased.
Skip tracing and collection tools if required to resolve an account while giving the authorized parties the up most in customer service.
Must be able to handle a large volume of daily inbound calls as well as conduct outbound collection calls.
Ability to work in a multi tasked team environment where flexibility and dependability are required. 
Communicate effectively and professionally with internal and external customers and can handle complex and sensitive situations.
 
Fraud
 
Reviewing accounts and transactions to determine the legitimacy of customer fraud claims which may include using investigative techniques, probing and fact-finding questions when interviewing customers. 
Prepare fraud cases for referral to Global Security and Investigation (GS &I), the appropriate Dealer Relationship Managers (DRM) as well as the Buy Back Specialist. 
Skip tracing tools to locate the banks collateral that may be in the hands of an unknown 3rd party (the suspect) as well as coordinating efforts and direct interaction with GS & I, the DRM’s and the Buy Back Specialist in order to obtain a successful dealer re-purchase. 
Work with other internal and external partners.

Qualifications

 

• 1-3 years customer service or collection experience strongly preferred

• Decision making abilities

• Previous auto experience helpful

• Basic skip tracing experience strongly preferred

• Organization and prioritization skills a must

• Excellent communication and listening skills

• Ability to work overtime as required


 

JPMorgan Chase is an equal opportunity and affirmative action employer Disability/Veteran.

     
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