Handle lease end inbound, outbound calls to introduce lease end options and process to customer, answer simple questions related payment detail, balloon refinance, de-mortgage and other basic customer service related inquiries
Handle escalated early termination related inquiries, try to retain customer, follow up document and payment
Follow standard process to send sales leads to dealer and escalate potential risk customer to collection team
 
Execute the pre-term remarketing process and reach KPI target
·       Capable of efficiently communicating with customers on lease end options and process
·       Guide customer back to dealership and actively promote retention offers
·       Answer all basic inquiries from customer related to lease end process and options including trade in, buyout, balloon refinance, de-mortgage etc.
·       Facilitate customer complete early termination process, retain customer as more as possible, apply for waive penalty for qualified customer to improve CSI
·       Manage after call  work of ET and follow up signature and payment and document handling
·       Escalate cases to related departments to solve customer’s complaints
 
Others
·       Support various remarketing related project, like process optimization & document handling, system testing and others.
Conduct other tasks as required to support achievement of the company’s business objectives