SUMMARY: Oversees the lease end process, ensuring efficient processing, compliance with DMV standards and exceptional member service. Responsible for contacting members, educating them on lease end choices and billable items, ensuring payoffs are completed accurately and timely according to CA DMV requirements, processing payments and sending billing statements. Manages several reports to track member lease end terminations, title tracking, and vehicle tracking. Coordinates with other departments for lease buyout loan referrals. Assists Lease Management with administrative duties and supports Indirect Lending with more complex lease related inquiries and projects. Works collaboratively with Mission’s DMV Department on title management. Provides support to department and branch employees on existing processes and procedures as well as new leasing initiatives, process improvements and procedural changes.

KEY RESPONSIBILITIES: 1. Manages reports daily to keep track of leases nearing termination date.

2. Orders titles for vehicles nearing termination and have been paid off prior to termination.

3. Works the vendor paid vehicle report, cross checking against internal reports to confirm each lease and title is progressing towards timely completion.

4. Monitors status of pending titles, following up if required, maintaining status of in-house stored paper titles.

5. Responsible for obtaining all required DMV documents to ensure timely processing of titles.

6. Sends released titles to lease vendor, dealerships, members and insurance companies within required timeframes to avoid DMV penalties.

7. Contacts members to discuss lease end options, answering all questions, referring buyouts to loan processors and provides detailed turn in instructions to lease vendor.

8. Follows up on member contacts to confirm which buyout decision has been made and the process(es) to ensure lease payoff within the termination date is initiated.

9. Confirms grounded vehicles have been picked up before invoicing for end of lease billable items.

10. Explains termination billable items to the member and facilitates payment.

11. Performs lease vendor tasks assigned to credit union for lease end requests, including verification of payment count, communication with members or dealerships, vehicle drop off follow up, and ordering and sending titles in a timely manner.

12. Monitors leases for pending payoffs, contacting members and dealerships when required.

13. Processes payments and sends billing statements when applicable.

14. Updates Lease Management regularly on any termination problems and includes Collections Department when needed.

15. Acts as subject matter expert for all lease end processes, including all lease related DMV items across all states.

16. Performs daily department responsibilities, including but not limited to providing department and branch lease support, reviewing, and maintaining reports and titles.

17. Maintains in-depth knowledge of and complies with all Mission Fed, departmental and security policies, and procedures, as well as federal regulations applicable to the position, including BSA requirements. Completes all required compliance training as assigned.

18. Performs other duties as assigned. QUALIFICATIONS: Education: High School Diploma, G.E.D. or equivalent is required. Experience: A minimum of five years customer service experience to include three years of auto lending with DMV experience is required. A credit union background and/or financial institution call center experience is preferred. COMPETENCIES: Skills & Abilities: Excellent verbal and written communication skills, strong decision-making and analytical skills are required. Strong time-management, organizational skills and the ability to multi-task and prioritize as needed. Builds and maintains professional relationships across all Mission Fed departments. Software: Microsoft Office Suite, Microsoft Project, Internet, Symitar and Meridian Link. PHYSICAL DEMANDS/WORKING CONDITIONS: ♦ Constant sitting. ♦ Frequent repetitive use of the hand involving simple grasping. ♦ Occasional walking, standing, lifting, and carrying (0-10 lbs.).