• Bilingual End of Lease Representative (French)- CDN Dealer Services

    Job Locations CA-ON-Toronto
    Requisition ID
    2018-33480
    Employee Type
    Full Time-Regular
    Category
    Collections
  • Overview

    The Lease Maturity Specialist Bilingual French is responsible for working with customers to ensure maturing leases are brought to successful conclusion aligned with the strategic direction of the corporation. The purpose of this role is to optimize customer experience while pro-actively managing risk and opportunity variables for the corporation while promoting customer retention. Additionally, this role is also designed to facilitate active communication between the dealer and GM Financial to ensure that a superior customer experience is achieved.

    Responsibilities

    Job Duties:

     

    Drive Lease Renewals and Customer Retention (30%)

    • Proactively engage and coordinate efforts with dealers in the servicing and marketing of their maturing lease portfolio to ensure optimum retention results
    • Foster daily communication with lessees to advise of programs and renewal opportunities to drive customer retention
    • Coordinate with other departments to develop and implement customer retention initiatives
    • Liaise with credit department in relation to lease extensions, renewals, and new contracts
    • Engage remarketing department to maximize customer and dealer experience as well as mitigate disputes in the areas of vehicle returns, disposition, inspections, and wear and tear invoicing

    Ensure Account Resolution (30%)

    • Manage all aspects of maturing lease portfolio
    • Fully versed in lease end options to inform lessees and dealers of contractual obligations, policies, and procedures related to lease end options
    • Coordinate vehicle returns, vehicle purchases, and inspections
    • Assess, qualify, approve, and process lease extensions
    • Mitigate risk through the management of overterm accounts including collection and repossession activities

    Enhance Customer and Dealer Relations (20%)

    • Demonstrate customer centric approach to all lessee and dealer communications
    • Act as liaison between dealers and lessees to foster and enhance communication , and maximize the overall customer experience
    • Facilitate interdepartmental communication to ensure timely and customer centric resolution of lessee issues (i.e. Remarketing, Collections, Insurance, Sales, etc.)

    Miscellaneous (20%)

    • Perform administrative duties as required including preparing written correspondence, responding to emails, processing extensions, verifying insurance, submitting payment requests, etc.
    • Calculate buyout quotes
    • Provide positive support and assistance to fellow team members
    • Perform other duties as assigned

    Reporting Relationship

    Reports to: Team Leader, End of Lease Sales

    Direct Reports: None

    Qualifications

     

     

    Education

    • High school diploma and minimum of 2 years post-secondary education required
    • University and / or college degree preferred

    Experience

    • Must be bilingual English & French.
    • Minimum 2 years related work experience
    • Experience in the automotive industry, account management, and /or customer service is an asset  

    Knowledge/Skills –

    • Strong analytical and decision making skills
    • Results oriented and deadline focused
    • Strong verbal and written communication skills
    • Ability to handle sensitive information in a confidential manner
    • Excellent interpersonal skills necessary to interact effectively with external and internal customers at all levels of the organization
    • Demonstrated acuity with written documents and detail
    • Ability to plan, organize and multi-task
    • Customer focused
    • Strong mathematical skills
    • Ability to work independently and on a team
    • Proficiency with MS Office. 

    Working Conditions

     

    Physical Demands

    • Normal office environment

    Sensory Demands

    • Talking to customers/clients
    • Negotiating
    • Listening
    • Taking direction/instructions

    Environment

    • May be subject to stressful situations and deadlines
    • Flexibility and additional hours as required to meet business needs.

    Disagreeable Conditions/Hazards

    None

     

     

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