Senior Representative, Repossession

Role Summary/Purpose:

The Senior Repossession Representative is a non-exempt position responsible for the daily management and execution of assigned repossession account processes. This role provides essential support to key internal and external stakeholders, ensuring efficient communication and resolution throughout the repossession lifecycle.

Essential Responsibilities:

- Manage repossession accounts by reviewing assignments, verifying account documentation, and updating account statuses accurately.
- Efficiently and accurately handle customer requests for unit surrender.
- Resolve escalations involving suppliers and third parties in a timely manner.
- Initiate and respond to calls with suppliers and third parties to coordinate repossession efforts, address escalations, resolve discrepancies, and maintain effective working relationships.
- Provide support and resolve inquiries from both internal teams and external customers.
- Assist team members and leadership in identifying process gaps and following up on system issues to improve operational efficiency.
- Perform daily monitoring and management of repossession accounts and exception queues, including Bankruptcy and Probate accounts.
- Support new hire training and conduct refresher sessions as needed to ensure team competency.
- Contribute to the development and delivery of job aids and training materials to enhance team knowledge and performance.
- Conduct thorough reviews of specialized account types such as SCRA, Bankruptcy, Canadian, Lien Sale, NSF, and others.
- Process invoices and prepare and mail legal notices in compliance with regulatory requirements.
- Ensure adherence to federal and state regulations as well as internal policies and procedures across all activities.
- Monitor quality throughout the repossession process and complete various compliance and quality assurance testing.
- Handle all incoming and outgoing mail correspondence, including legal notices and third party communications, ensuring accurate processing, prompt response, and resolution in accordance with company policies and regulatory requirements.
- Manage multiple priorities effectively and demonstrate initiative in completing assigned projects.
- Collaborate with team members by sharing ideas and facilitating the exchange of best practices to drive continuous improvement.
- Promote and contribute to a “Great Place to Work” culture within the team.
- Perform other duties and special projects as assigned to support organizational goals.
- This is a hybrid position - This is an essential role that requires a minimum of 3 days working at the hub upon completion of the training. The initial training is 100% onsite at the hub

Qualifications/Requirements:

- Minimum 6 months experience in Operations/Customer Service, Collections and/or Recovery experience in a call-center environment
- Work experience with handling/processing business documents
- Working knowledge of Microsoft office program
- Willingness to work onsite a minimum of 3 days per week

Desired Characteristics:

- Proven experience with the repossession process and related operations.
- Strong interpersonal skills with excellent oral and written communication abilities across all organizational levels.
- Exceptional organizational, prioritization, and time management skills, with the ability to manage multiple projects simultaneously and work independently with minimal supervision.
- Demonstrated success in implementing new procedures and programs to improve operational efficiency.
- In-depth knowledge of collection policies, techniques, and best practices.
- Consistent track record of sound judgment and effective decision-making.
- Self-motivated with a strong commitment to organization and accuracy.
- Proficient in Microsoft Office applications, including Word, Excel, and PowerPoint.

Grade/Level: 05

The hourly rate range for this position is $23.50 - $30.00/hr USD Annual and is eligible for an annual bonus based on individual and company performance.

Actual compensation offered within the posted salary range will be based upon work experience, skill level or knowledge.

Our Way of Working :

We’re proud to offer you flexibility. At Synchrony, our way of working allows you to have the option to work from home near one of our Hubs or come into one of our offices. You will be required to commute to your nearest Hub (either virtual or physical) for in-person engagement activities such as regular business or team meetings, training and culture events.

*Field Sales and some Commercial team roles may have varied location requirements based upon partner obligations or preferences.

Eligibility Requirements:

- You must be 18 years or older
- You must have a high school diploma or equivalent
- You must be willing to take a drug test, submit to a background investigation and submit fingerprints as part of the onboarding process
- You must be able to satisfy the requirements of Section 19 of the Federal Deposit Insurance Act.
- New hires (Level 4-7) must have 9 months of continuous service with the company before they are eligible to post on other roles.  Once this new hire time in position requirement is met, the associate will have a minimum 6 months’ time in position before they can post for future non-exempt roles.  Employees, level 8 or greater, must have at least 18 months’ time in position before they can post.  All internal employees must consistently meet performance expectations and have approval from your manager to post (or the approval of your manager and HR if you don’t meet the time in position or performance expectations).

Legal authorization to work in the U.S. is required.  We will not sponsor individuals for employment visas, now or in the future, for this job opening. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.

Our Commitment:

When you join us, you’ll be part of an inclusive culture where your individual skills, experience, and voice are not only heard – but valued. Together, we’re building a future where we can all belong, connect, and turn ideals into action. More than 50% of our workforce is engaged in our Employee Resource Groups (ERGs), where community and passion intersect to offer a safe space to learn and grow.

This starts when you choose to apply for a role at Synchrony. We ensure all qualified applicants will receive consideration for employment without regard to age, race, color, religion, gender, sexual orientation, gender identity, national origin, disability, or veteran status. We’re proud to have an award-winning culture for all.

Reasonable Accommodation Notice:

- Federal law requires employers to provide reasonable accommodation to qualified individuals with disabilities. Please tell us if you require a reasonable accommodation to apply for a job or to perform your job. Examples of reasonable accommodation include making a change to the application process or work procedures, providing documents in an alternate format, using a sign language interpreter, or using specialized equipment.
- If you need special accommodations, please call our Career Support Line so that we can discuss your specific situation. We can be reached at 1-866-301-5627.   Representatives are available from 8am – 5pm Monday to Friday, Central Standard Time

Job Family Group:
Collections