End of Lease Specialist

End of Lease Specialist

As an End of Lease Specialist, you will be the final stage of our customer journey. Your mission is to make the vehicle return process as transparent, fair, and seamless as possible.

Responsibilities

• Damage Assessment: Review collection reports and high‑resolution photos to identify damage that falls outside of standard fair wear and tear.
• Early Terminations: Guide employees and employers through the early termination process, clearly explaining next steps and potential costs with empathy and clarity.
• Issuing Appraisals: Create and issue accurate damage appraisals to customers, ensuring all communications are sent within our strict service level agreements.
• Escalations & Disputes: Act as the first point of contact for customers with questions or disputes, handling sensitive conversations about charges and reaching fair, positive resolutions.
• Quality Control: Compare third‑party collection data against internal records to ensure every recharge is 100% accurate and fair before it reaches the customer.
• Process Support: Work closely with the Team Lead to identify stagnant stock and help move cars through the return‑to‑disposal pipeline efficiently.

Qualifications

• Attention to Detail: Demonstrate a zero‑error mentality and ensure every piece of data is correct.
• Fair Wear & Tear Knowledge: Familiarity with industry guidelines such as BVRLA standards and ability to explain these rules to customers in plain English.
• Strong Communication: Comfortable discussing money and charges with customers, firm when necessary while remaining helpful and professional.
• Organization: Thrive in a fast‑paced environment and manage multiple cases simultaneously without letting any drop.
• Problem‑Solving Spirit: See disputes as opportunities to provide fair solutions and protect our high customer ratings.

We are an equal opportunity employer. We do not discriminate on the basis of any protected attribute and are committed to providing equal opportunities, an inclusive work environment, and fairness for everyone.

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