In a previous Day in the Life article, we asked Disposition Coordinator Maegan Marks to walk us through her role in the Reacquired Vehicle Management (RVM) group. She hinted that her specific department was by no means the only one, and it takes a lot of collaboration to make Morley RVM the globally recognized service provider it is today. Deanna Jammer is an Administrative Coordinator within RVM, and her role is one that oversees specific documents and items that all parties must receive in the repurchase process.
"Once at my desk and logged in, I open the programs needed for the day, check my emails and Teams chat. Most of my communication is within RVM, so there’s not a lot of emails to contend with. The Administrative Coordinators (ACs) are divided up per region, with myself in the Western Region. My first couple of hours is responding to messages and then working on titles.”
In our last article, we wrote about how coordination between the customer, our associates, the dealer that sold the car to the customer, and the attorneys is vital. A part of that process is accounting for legal documents, such as vehicle titles, information packets and cut checks to owed parties. That’s one role Deanna fulfills.
But while Morley is a global leader in managing this process, that doesn’t mean there aren’t numerous variables an Administrative Coordinator must be aware of.
“DMVs in each state have guidelines that need to be followed,” Deanna explains. “It is not always a cut-and-dry system. While this is being done, repurchase packets for vehicle buybacks are handed out to the ACs. ACs do not work only on cases for their region; they are trained to handle cases for every state and type of repurchase.
“Each case is reviewed as if no one has touched the case.”
This review could mean signing titles, calling specific DMVs to find out why a title application was sent back to our offices, clarify rule changes or why there’s a hold on a vehicle title. It’s no exaggeration to say there are hundreds of scenarios Deanna must account for.
Given this large amount of minute details, Deanna feels that just the basic traits for customer service aren’t enough to succeed in this role.
“I feel that the qualities of an AC working in RVM are not only the obvious team player and attention to detail, but also to multitask, be organized, take lots of concise notes, and the ability to focus on the task at hand. Things can get confusing real quick when moving from one task to another.”
And confusing they are, especially starting out.
“I did not realize when I first started this job three years ago the amount of information that is needed to work on our phase of the program. It took me a couple weeks in the beginning just to realize where I stood in the flow.”
But realize she did, and now, Deanna is counted among the best of our Administrative Coordinators. She even helps guide new hires throughout their career journey in RVM.
“Once new ACs finish their initial training, I usually have one sit with me for a few days for one-on-one training. I train each person as an individual according to how they retain information and begin to work on their own.
“Training does not end when this person goes to their desk; it is a continual process. There are many departments within RVM, and I feel that I could go to anyone and ask for help or clarification in something that pertains to their area.”
While many departments are able to work from home due to policies put in place by the COVID-19 pandemic, RVM is one of the few that must work on site. This, however, is an advantage for Deanna.
“If I had to work at home, I would have too many distractions and would not get much done. I would have to lock myself in a room. I enjoy coming into the office each day. I love interacting with people and getting to know them. Each day is different; you could have a ‘normal’ day, quiet day, slow, or it could be downright crazy.”
For those who seek that kind of work environment – one where you’re on the front lines, so to speak, constantly moving and learning with like-minded individuals – this could be the job for you.
“I have seen that it takes a whole team to get one vehicle from Point A to Point B. At some point in the system, agents are talking to one team or another to try and make the transition smoother for the next one in line,” Deanna observes. “My ‘clients’ with this job are my co-workers. They are the ones that are affected by the type of job that I do. How I interact with them, the training that I do, is a small part of how everything plays out.”
That’s the kind of teamwork and camaraderie that makes the dream work, Deanna! Thank you for always staying vigilant and helping your colleagues be their best selves every day.
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