Recovery Repossession Specialist in Knoxville, TN at First Horizon National Corporation

Date Posted: 12/4/2019

Job Snapshot

Job Description

The purpose of the Repossession Specialist role is to manage delinquent auto loans through the repossession process.

Specific responsibilities include, but are not limited to, the following:

•         Managing the Repossession inbox to include responding to customer voicemails, providing collateral values, handling force-placed insurance issues, handling repossession issues forwarded by other employees/departments.

•         Reviewing Repossession queue daily to determine if pre-repossession demand letter should be mailed.

•         Reviewing Repossession queue daily to determine if vehicle should be assigned to Repossession agency.

•         Corresponding with Repossession agency to establish next steps once vehicle has been secured.

•         Corresponding with insurance companies in total loss situations to include quoting loan payoff amount and sending letter of guarantee.

•         Reviewing severely delinquent accounts monthly for charge-off.

•         Being available to take incoming calls from customers regarding requests for information pertaining to demand letters, repossession, or voluntary repossession requests.

Qualifications include, but are not limited to, the following:

•         Models high level of sincere empathy with customers, sensitive when communicating difficult situations with customers.

•         Cross-collaborates with inter-department teams and other business lines (to include: outstanding customer service communication skills, researching, resolving issues, maintaining sense of urgency to ensure requests are handled within state regulations)

•         Fosters a positive team and working environment.

•         Communicates effectively with diverse population of borrowers, vendors, and insurance representatives.

•         Handles all situations in a professional, ethical manner.

•         Escalates special situations or problems as necessary.

•         Supports and contributes to the quality and goals of the bank and borrower needs.

•         Consistently meets quality control/data integrity standards and utilizes systems required.

•         College graduate preferred or equivalent experience in related field.

•         Default servicing, collections experience preferred.

•         Customer Centric focus (and) goodwill servicing practices.

•         Ability to analyze and make decisions in repossession situations.

•         Excellent computer skills with strong knowledge of email and Microsoft Office.

•         Strong verbal and written communication skills.

•         Exceptional organizational (time management) skills.

•         Act as an effective team player.

•         Ability to work under pressure and meet deadlines.

•         Ability to evaluate situations and make appropriate business decisions.

•         Ability to manage multiple and/or conflicting responsibilities.

•         Ability to work well with others and build rapport in business situations.

•         Ability to promote the appropriate company image and maintain a professional attitude.

•         Ability to work independently and without direct supervision.

•         Ability to work in Contact Center environment.

Work Hours: Monday thru Friday from 9:00am to 8:00pm

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Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)