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Financial Maintenance Rep 2

Company: Volkswagen Group of America
Location: Libertyville
Posted on: October 19, 2020

Job Description:

Position Summary:

The Financial Maintenance Representative Role is responsible for the highest level of customer and dealer satisfaction related to account maintenance and adjustments. This position will primarily handle a full range of Financial Maintenance transactions to include customer account investigation and analysis, payment adjustments and refunds, payment reconciliations and evaluating requests from customers. This individual must be able to quickly review multiple types of transactions and requests and choose appropriate process steps to ensure effective resolution. The role will require appropriate discretion to properly identify action steps depending on the evaluation of issue severity, account histories and department precedents and parameters.

The Level 2 Financial Maintenance Representative will perform more advanced tasks as documented below, as well as Level 1 responsibilities as business needs dictate.

Job Responsibilities:

Level 2 Responsibilities (80%)



  • Process customer and dealer payments and payoffs on lease and retain balloon accounts
  • Reconcile daily payment exceptions for application to proper account or G/L
  • Investigate and initiate overpayment refunds
  • Detail financial audits to resolve account tax and payment errors
  • Perform audits to ensure account compliance with established General Procedures
  • Recognize data and program inconsistencies and assist in the resolution through department management and Information Technology
  • Communicate via e-mail, telephone, and mail correspondence for processing and/or follow-up for all payments/reversals and related issues with customers, vendors, financial institutions, and all VCI personnel
  • Liaison with Accounting to perform reconciliation at the account level
  • Proactively work with the Business Solutions Group to optimize and test system processes
  • Work with Corporate Accounting to process and reconcile brand related payments
  • Perform additional tasks as needed to achieve department objectives


    Level 1 Responsibilities (20%)

    Representative will perform the following Level 1 tasks as business needs require:


    • Moving/Reapplying Payments between accounts
    • Process In-house Payments via spreadsheet
    • Process ancillary product cancellations
    • Process internal customer request via general task assignment (GTA)
    • Processing incoming payments and reallocating funds, as appropriate, between accounts.
    • Process internal customer requests, to include ancillary product cancellations, via GTA
    • Execute customer account transactions to include charge-offs, write-offs, total losses, repossession redemptions, flat cancel contracts, settlement-in-full, and tax/fee adjustments
    • Facilitate the resolution of customer lease violations to include research, billing and payment
    • Work with various jurisdictions on Fleet violation payments
    • Identify missing or rejected customer payment
    • Follow the Service Members Civil Relief Act and process requests per VCI General Procedures
    • Conduct account audits per customer request.
    • Perform research and/or corrections of financial transactions as required
    • Identify financial trends/problems and bring to appropriate party to advise
    • Interact with other departments regarding follow-up items or research findings
    • Process Goodwill for repairs/credits
    • Process end of term general task assignments (including LMA, EFT payoffs, past maturity extensions)


      Required Experience:

      3+ years of consumer finance experience

      Required Skills:


      • Customer Focus
      • Communication skills
      • Problem solving skills
      • Analytical skills
      • Computer savvy
      • Integration - joining people, processes or systems
      • Influencing and negotiation skills
      • Resource management


        Required Specialized Skills:


        • Understands VCI business processes and strategies
        • Ability to assess financial transactions
        • Understanding of principal/interest splits Successfully multi-tasking in a continuously changing environment
        • Time Management
        • Attention to detail
        • Accomplishes tasks in timely manner
        • Team-oriented
        • Proficient in Microsoft Word & Excel


          Desired Specialized Skills:


          • 1-3 years demonstrated experience in automotive financing or related financial services call center


            Required Education:

            High school diploma or equivalent

            Desired Education:

            Bachelor's Degree

            Work Flexibility:

            Flexible work schedule based upon business needs

            We are proud to be an EEO employer M/F/D/V. We maintain a drug-free workplace and perform pre-employment substance abuse testing.

Keywords: Volkswagen Group of America, Chicago , Financial Maintenance Rep 2, Professions , Libertyville, Illinois

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