Portfolio Services Representative

    • Job Tracking ID: 512371-608071
    • Job Location: Ann Arbor, MI
    • Job Level: Any
    • Level of Education: Any
    • Job Type: Full-Time/Regular
    • Date Updated: March 12, 2018
    • Years of Experience: Any
    • Starting Date: ASAP
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Job Description:



Provide answers to current and past customers with questions on their accounts via phone and email. Inquiries include, but are not limited to account questions, billing discrepancies, prorated payments, documentation fees, late fees, account changes, property tax and insurance, & payoff requests. Ascertain customer needs; respond to customer inquiries in a timely manner, usually resolving within 24 - 48 hours.


Essential Duties and Responsibilities

  1. Effectively resolve customers inquires in a timely response regarding payoffs, trade ups, account billing, address changes, invoice charges and contract questions by maintaining incoming calls and the buyout/customer service email inboxes.

  2. Triage incoming requests and spot trends in customer issues to flag for the rest of the team.

  3. Complete all file maintenance in ASPIRE for billing/equipment address changes, phone/email changes, invoice/statement delivery methods correctly on all customer accounts.

  4. Make active contributions to help achieve team goals and successes.

  5. Process assumption/transfer from clients. Send the appropriate documents to the customer, follow up with the customer to assure the documents are returned, forward the documents to the Credit Manager for the credit review, prepare the final documents to send to the customer and follow up for the return of the documents required in order for the Lease Assumption to be executed, ASPIRE is to be noted and the documents saved in the repository.

  6. Function as liaison between American Lease Insurance, the third party insurance carrier. Provide contract and equipment information to ALI when requested. Direct customer inquiries to ALI.

  7. Assist portfolio services by providing available payment options, when engaged with a past due client.

  8. Forward UCC termination requests for processing and return to the customer.

  9. Responsible to review and work the "Unapplied Cash" report weekly.

  10. Participate in all Team Projects

  11. Other duties as assigned.

Experience and Skills:

Desired Skills and Experience:

  • Associates level college degree and/or work experience in a similar position is required.

  • Minimum 1-2 years’ experience in collections and recovery, preferably in the financial services industry.

  • A warm, people oriented demeanor

  • A team first attitude

  • Creative thinking on ways to improve our service delivery.

  • Excellent oral and written communication skills in order to effectively interact with all employee levels and handle a variety of obligor issues.

  • Ability to work in fast-paced environment.

  • A gift for paying attention to the little things.

  • Proficiency with Microsoft Office for Windows (Outlook, Word and Excel) and Windows based applications is required.


Physical Demands and Work Environment

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the functions.

While performing the duties of this position, the employee is regularly required to talk or hear. The employee frequently is required to use hands or finger, handle, or feel objects, tools or controls. The employee is occasionally required to stand; walk; sit; reach with hands and arms; climb or balance; and stoop, kneel, crouch, or crawl. At times, there could be periods of work induced stress and extended hours.

The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this position include close vision, distance vision, color vision, peripheral vision, and the ability to adjust focus.

The noise level in the work environment is usually moderate.