Account Resolution Specialist II

Summary

Join Octane® and become an Account Resolution Specialist II, supporting the Asset Recovery team in managing specialized accounts, including insurance total losses and deceased customers. You will act as a liaison between the company, customers, and insurance carriers, ensuring timely and accurate account resolution. Responsibilities include handling total loss insurance reconciliations, deceased account management, and assisting the delinquency and workout team. You will also support charge-offs and repossessions, while maintaining compliance with all company and legal requirements. The ideal candidate possesses empathy, problem-solving skills, and efficiency. This role requires a flexible schedule and collaboration with various teams.

Requirements

• High School Diploma or GED; some college coursework preferred
• Minimum of 2 years of experience in financial services, ideally within auto finance collections or servicing
• Proficiency in Microsoft Office, particularly Excel; familiarity with Google Workspace (Sheets, Docs, etc.)
• Willingness to work a flexible schedule, including potential overtime or extended hours

Responsibilities

• Total Loss Insurance Reconciliations and Deceased Account Handling
• Total Loss Insurance Reconciliations
• Monitor and manage accounts where vehicles have been declared a total loss by the insurance provider
• Act as liaison between the company, customer, and insurance carrier to facilitate timely and accurate account resolution
• Review settlement offers to ensure alignment with outstanding loan balances and vehicle values
• Cancel applicable after-market products (e.g., GAP, service contracts) and ensure accurate refunds are applied
• Track open claims and follow through to closure with appropriate documentation and account adjustments
• Deceased Account Handling
• Confirm and document customer death; obtain supporting documents such as death certificates or legal estate paperwork
• Communicate with family members, estate representatives, or attorneys with professionalism, empathy, and compliance sensitivity
• Review accounts for possible charge-off, repossession, or other resolution paths per company policy
• Maintain thorough documentation and accurate status updates in the system of record
• Delinquency and Workout Team Support
• Assist customers with delinquent accounts to explore alternatives that may prevent charge-off or repossession
• Engage with customers considering voluntary surrender of vehicles and support processing of those accounts
• Process accounts involving seized or impounded collateral, coordinating with law enforcement and impound lots when necessary
• Evaluate and support reinstatement of involuntary repossessions when circumstances allow
• Handle escalated customer calls with professionalism and care
• Provide cross-functional support by learning and assisting in related administrative tasks
• Consistently meet or exceed productivity, quality, and compliance targets
• Charge-offs / Repossessions – (Crosstrain)
• Review delinquent accounts for charge-off eligibility based on established criteria
• Initiate charge-off processing, including closing any active repossession assignments
• Assign accounts to appropriate skip tracing vendors post-charge-off
• Upload necessary documentation and ensure systems are accurately updated to reflect account status
• Additional Responsibilities
• Serve as a backup for various team processes to support coverage and workload balancing
• Maintain full compliance with federal/state laws and internal policies relating to collections, account servicing, and privacy
• Proactively identify process improvements and participate in team initiatives when possible

Preferred Qualifications

• Bilingual (English/Spanish) a plus
• Prior experience with insurance claims, total loss processing, or estate account servicing

Benefits

• Robust Health Care Plans (Medical, Dental & Vision)
• Up to 20 Days PTO (Accrued)
• Generous Parental Leave
• Retirement Plan (401k with Company Match)
• Educational Assistance/Tuition Reimbursement up to $3K/year
• Powersports Safety Benefit
• Wellhub (Gympass) Wellness Benefit