Release Agents

Position Summary

The IAA Release Agent is responsible for managing assigned vehicle release files and working directly with vehicle owners, storage facilities, and other stakeholders to secure the release of vehicles in a timely and efficient manner. The role requires strong communication skills, attention to detail, ownership, and the ability to balance productivity with quality while adhering to all client and company processes.

Key Responsibilities

Vehicle Release Management

• Manage assigned vehicle release files from assignment to resolution.
• Review file details and identify actions required to facilitate release.
• Contact vehicle owners, storage facilities, and other parties as required.
• Document all actions, outcomes, and follow-up requirements accurately.
• Ensure proper use of call outcomes, templates, and system dispositions.

Customer Communication

• Receive Inbound, send emails and conduct outbound calls to vehicle owners and other stakeholders.
• Clearly explain release requirements and next steps.
• Build rapport and provide excellent customer service during every interaction.
• Maintain professionalism and empathy while handling customer concerns.

Productivity and Performance

• Meet or exceed established productivity goals, including releases per hour and stock handling expectations.
• Maintain ownership of assigned workload and proactively manage priorities.
• Complete assigned stocks within expected timelines of 13 stocks per hour
• Zero untouched inventory and aging files through timely action.

Quality and Compliance

• Follow all NON NEGOTIABLE client, operational, and compliance requirements.
• Ensure all notes, documentation, and call outcomes are accurate, DETAILED and complete.
• Utilize required communication templates and processes.
• Demonstrate attention to detail and process adherence in every file handled.

Team Collaboration

• Participate in coaching sessions, team meetings, and calibration activities.
• Share best practices and support team objectives.
• Escalate issues, process gaps, and customer concerns appropriately.
• Demonstrate accountability and ownership of assigned work.

Qualifications

• Previous customer service, collections, claims, logistics, insurance, or contact center experience preferred.
• Strong verbal and written communication skills.
• Strong problem-solving and critical-thinking abilities.
• Ability to multitask and manage a high-volume workload.
• Proficient in using multiple systems and applications simultaneously.
• Detail-oriented with strong organizational skills.

Success Factors

• Customer-focused mindset.
• Strong sense of ownership and accountability.
• Ability to work independently with minimal supervision.
• Curiosity and willingness to learn.
• Results-driven while maintaining quality standards.
• Ability to adapt in a fast-paced environment.

Key Performance Indicators (KPIs)

• Releases Per Hour (RPH)
• Productivity / Stocks Handled
• Quality Scores
• Attendance and Adherence
• Documentation Accuracy
• Process Compliance
• Customer Experience Metrics (as applicable)

Join the A-Team and experience the A-Life!