Automotive Buy Back Lead

Job Title:

Automotive Buy Back Lead

Job Description

The Automotive Buy Back Lead engages with customers through inbound and outbound calls and/or online channels. This role is responsible for delivering exceptional customer service and/or technical support by resolving routine inquiries and issues related to client products and services. (We accept applications for this position on an ongoing basis. Military veterans are encouraged to apply.)

A NEW CAREER POWERED BY YOU

Are you looking for a career change with a forward-thinking global organization that nurtures a true people-first, inclusive culture and a genuine sense of belonging? Would you like to join a company that earns “World’s Best Workplaces,” “Best Company Culture,” and “Best Companies for Career Growth” awards every year? Then an Automotive Buy Back Lead position at Concentrix is just the right place for you!

As an Automotive Buy Back Lead, you’ll join an organically diverse team from 70+ countries where ALL members contribute and support each other’s success and well-being, proudly united as “game-changers.” Together, we help the world’s best-known brands power a world that works through exceptional customer experiences and tech-powered innovation. And due to continued growth, we’re looking for more talented people to join our purpose, people as passionate about providing outstanding customer

CAREER GROWTH AND PERSONAL DEVELOPMENT

This is a great opportunity to reimagine an all-new career journey and develop “friends for life” at the same time. We’ll give you all the training, technologies, and continuing support you’ll need to succeed. Plus, at Concentrix, there’s real career (and personal) growth potential. In fact, about 80% of our managers and leaders have been promoted from within! That’s why we offer a range of FREE Learning and Leadership Development programs designed to set you on your way to the kind of career you’ve always envisioned.

WHAT YOU WILL DO IN THIS ROLE 

As an Automotive Buy Back Lead, you’ll:

• Conduct thorough review of buyback cases to ensure adherence to company policies and regulatory standards.

• Analyze and verify transaction details and reviews calculations, including financial documents, agreements, and communications.

• Identify discrepancies, document findings, and work with relevant departments to resolve issues.

• Utilize program tools and reports to identify status of Buyback documentation received and processed within OEM program metrics.

• Prepare comprehensive audit reports with actionable insights and recommendations for process improvements.

• Collaborate with cross-functional teams to implement corrective actions and enhance buyback procedures, while maintaining professional relationships with Guests and business partners.

• Stay updated with industry regulations and standards to ensure ongoing compliance.

• Accesses and updates secured or sensitive data in internal and external databases and ensure Personally Identifiable Information (PII) secured at all times.

• Proactively addresses Guest concerns via email and phone (inbound and outbound) using professionalism, problem solving skills and exemplary Guest service.

• Processes, provide recommendations, approves or denies Buyback in accordance with OEM program guidelines.

• Demonstrate a keen understanding of the following processes:

  • Interpreting Guest finance contracts

  • Interpreting State Lemon Law guidelines

• Understands the program, process and client requirements, database understanding and on-line access

• Deliver expert customer experiences…with a smile.

YOUR QUALIFICATIONS 

Your skills, integrity, knowledge, and genuine compassion will deliver value and success with every customer interaction. Other qualifications for our Automotive Buy Back Case Lead role include: 

• Minimum 4 Years of experience in Guest relations

• Experience working with Automotive Dealerships is an asset

• Luxury Automotive/White Glove administration experience will be a significant asset

• General data entry and ability to use the following software packages: Microsoft Internet Explorer, Word, Excel (sort, filter, pivot) and Outlook

• Communicate effectively with various stakeholders, including the Attorney General's Office, executive offices, legal representatives, dealerships, and consumers

• Must be flexible, detail oriented, organized, able to multi-task, analyze data and dealer concerns and possess strong Guest service and communication (written and verbal) skills

• Problem-solving skills, detail oriented