What are the responsibilities and job description for the Contract Services Representative - Financial Pacific Leasing position at Umpqua Bank?
Job Purpose
Responsible for communicating effectively and professionally in both verbal and written communication with customers. Troubleshoots, analyzes, and remedies internal and external customer issues in a timely and efficient manner and within established guidelines. Effectively acts as a liaison between internal departments and outsourcing companies or brokers. Uses knowledge of company systems such as Infolease and Artiva, and performs tasks accurately, to the benefit of the company and our customers. Responsible for keeping management up to date on any significant situations which could cause harm to the company. Develops and enhances positive and professional relationships with all customers.
Personal Attributes Required
Strong work ethic, effective interpersonal skills including excellent verbal and written communication, effective time management, team and goal oriented, professional attitude, work well under pressure, attention to detail, organized, flexible, honest.
ESSENTIAL DUTIES AND RESPONSIBILITIES
- Ensures that customers receive exceptional service regarding:
- General Lease Questions
- Completing Buyout Quotes
- Invoicing questions
- Insurance questions
- Pro Rata Rental questions
- Personal Property Tax questions
- Sales Tax questions
- Address Changes
- Contract Change questions
- Producing Payment Histories
- Creating Satisfaction Letters
- Completing Assignment of Lease
- Completing Name Changes
- Booking of a Purchase Agreement
- Requesting UCC cancellations and or adjustments
- Setting up and turning off Automatic Payments
- Document copies and explanations.
- Miscellaneous email requests
- Details of job duties:
- Assists other personnel regarding customer service questions.
- Expresses positivity and a team atmosphere within the department.
- Notates databases clearly and consistently.
- Accurately uses knowledge of Infolease, Artiva, Docuware and other company software to perform tasks to benefit the company.
- Effectively acts as a liaison between various internal departments and outside companies.
- Calculates and communicates buyouts (early term, ending and vendor) to customer, broker or vendor.
- Invoices in the computer system for buyouts when received.
- Prepares payment and contract adjustments.
- Prepares manual invoices.
- Sends out satisfaction letters when requested.
- Processes automatic payment deduction requests.
- Participates in the assumption of lease process.
- Assists in release and changes on vehicle titles.
- Keeps management informed of any significant situation(s).
- Provides highest level of Customer Service to all lessees, vendors, brokers and staff.
- Maintains confidentiality of all company information.
- Demonstrates compliance in assigned job function and applies to designated job responsibilities. Takes personal initiative following all policies and procedures, Bank Secrecy Act, compliance regulations, and completes all required and job-specific training. Raises and/or addresses compliance issues for evaluation, investigation and resolution.
- Develops and maintains positive relationships with all Financial Pacific Leasing managers and staff.
- Maintains regular and predictable attendance and punctuality.
- Assists and supports other staff as needed.
- Performs all other duties as assigned by management.
SUPERVISORY RESPONSIBILITIES NO
LICENSES/CERTIFICATION
- None required.
REQUIRED KNOWLEDGE, SKILLS AND ABILITIES
- Must be a high school graduate or equivalent.
