Lease Maturity Analyst

First Investors Financial Services, Inc.; Dallas (TX); Hybrid; USD 34,000 - 46,000; Full time

Job summary

Stellantis Financial Services, Inc. is seeking a Customer Service/End-of-Lease Associate to guide customers through the end-of-lease process, explain charges, and collect balances.

This role handles inbound and outbound calls and performs administrative end-of-lease tasks in a hybrid setting. You will manage inspections scheduling, lease extensions, and vehicle returns while promoting loyalty, de-escalating issues, and maintaining accurate records.

Qualifications

• Minimum 2 years of customer service, call center, or relevant environment.
• High school diploma or GED required.
• Strong verbal and written communication and interpersonal skills.

Responsibilities

• Handle inbound and outbound calls from customers before, during, and after returning their lease vehicle.
• Inform customers of end-of-lease charges and collect on balances due.
• Schedule inspections and manage end-of-lease processes (extensions, returns, purchases).
• Execute the lease maturity loyalty strategy to promote customer loyalty.
• Process payments and negotiate payment arrangements as needed.
• De-escalate customer complaints and maintain professional interactions.
• Prepare letters and update systems for workflow and billing adjustments.

Skills

Verbal communication

Written communication

Negotiation

De-escalation

Organization

Problem-solving

Math skills

Customer service

Attention to detail

Adaptability

Education

High school diploma or GED

Tools

Microsoft Office Suite

Job description

Stellantis Financial Services (SFS) is the new captive finance company for one of the world's leading automakers and a mobility provider with iconic brands including Abarth, Alfa Romeo, Chrysler, Citroën, Dodge, DS Automobiles, Fiat, Jeep®, Lancia, Maserati, Opel, Peugeot, Ram, Vauxhall, Free2move and Leasys.

Our exciting growth provides opportunities to advance your career as we successfully lead products and services from a small to midsize company in just a few years. Join our world class team and culture and contribute to our core mission which is enhancing our customer's experience.

Position Summary

Ensures a smooth and pleasant end-of-lease experience for customers while executing the lease maturity loyalty and collection strategies and adhering to company policies and procedures. Handles inbound and outbound calls to inform and walk customers through the end-of-lease process, explain end-of-lease charges, and collect on outstanding balances. Performs administrative end-of-lease tasks.

Essential Duties and Responsibilities

• Handle inbound and outbound calls from customers before, during, and/or after returning their lease vehicle.
• Answer customer and dealer questions related to the end of lease or early lease return process.
• Manage customer communication and assist with end of lease related processes including scheduling inspections, returning the vehicle, extending the lease, and/or purchasing the vehicle.
• Promote customer loyalty by executing the lease maturity loyalty strategy.
• Inform customers of any outstanding end of lease charges and collect on remaining balances such as wear and tear, excess mileage, remaining payments, and lease contract deficiency.
• Process phone payments and set up and/or negotiate payment arrangements with customer as needed.
• De-escalate customer complaints.
• Execute administrative end of lease tasks such as sending customer letters, processing end of lease billing adjustments, and/or updating the system to manage workflow.
• Other duties may be assigned.

Qualifications and Competencies Required

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Required Experience

• Minimum 2 years’ experience in customer service, call center, or relevant environment.

Education

• High school diploma and/or GED.

Skills Required

• Strong verbal and written communication, and interpersonal skills
• Strong negotiation and de-escalation skills
• Strong organizational skills and attention to detail
• Problem-solving and collaboration skills
• Mathematical skills including ability to add, subtract, multiply, and divide in all units of measure, using whole number, common fractions, and decimals.
• Ability to function well in a high-paced and at times stressful environment
• Overtime required – required on an as needed basis.
• Travel 0-10% - as required on an as needed basis.
• Must have reliable transportation and live within a commutable distance to one of the following cities: Dallas, TX

Qualifications Preferred

• Experience working in a captive finance company and/or vehicle leasing environment is preferred.
• Sales experience is a plus!
• Working knowledge of Microsoft Office Suite or related software is highly preferred.

Physical Demands

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

While performing the duties of this Job, the employee is regularly required to sit; use hands to finger, handle, or feel; reach with hands and arms and talk or hear. The employee is occasionally required to stand; walk and stoop, kneel, crouch, or crawl. The employee must occasionally lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision.

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually moderate.

Work Schedule

This position requires the ability to work various shifts to accommodate business needs on a Hybrid position schedule. Typically, between the hours of 7AM-7PM Monday through Friday and on weekends as needed. This availability window is subject to change to accommodate business needs.

An applicant must be authorized to work in the United States to be eligible for this position. Stellantis Financial Services, Inc. will not sponsor applicants for work visas of any type for this position.

Stellantis Financial Services, Inc (SFS) is an equal opportunity employer and is committed to providing its employees an environment that is free of harassment, discrimination, and intimidation. It is the policy of SFS to comply with all applicable employment laws and regulations and to provide equal opportunity for all qualified persons and to not discriminate against any employee or applicant for employment because of race, color, religion, sex, age, national origin, disability, pregnancy, sexual orientation, veteran status, gender identity or expression, change of sex, and/or transgender status or any protected status. Candidates must possess authorization to work in the United States. This policy applies to recruitment and placement, promotion, training, transfer, retention, rate of pay and all other terms and conditions of employment. Employment and promotion decisions will be based solely on merit, ability, achievement, experience, conduct and other legitimate business reasons.