You’ve probably received a flyer in the mail letting you know about a vehicle recall once or twice. You might’ve skimmed a headline on the evening news saying a big-name automaker was buying back thousands of specific models. What you may not realize is just how deep the logistics of such a project goes.
One associate who knows its depth well is Maegan Marks, who works as a Disposition Coordinator in our Reacquired Vehicle Management (RVM) group. Hers is just one of many specialized roles in the vehicle buyback process, and she shared her day with us in our latest Day in the Life feature story.
“Depending on the day or what we have going on, I could come in to only a handful of emails or dozens of emails, so reading email usually is accompanied by a cup of tea while I weed out which ones I need to follow up on and which ones I was copied on so I’m kept in the loop. Emails can include anything from a response on a scheduling request to a question about an in-progress case.”
“Also, if it’s my turn to check voicemails, I like to do that first thing before I forget!”
Morley has an industrywide reputation in automotives for providing its clients with some of the fastest reacquired vehicle practices on the planet.
It’s not hyperbole; we’ve saved our clients millions with faster cycle times, professional customer service and streamlined processes. But this wouldn’t be possible without associates like Maegan staying on top of each case – under supervision of her cat Cleo, pictured above.
“Almost every day is filled with auditing and accepting cases sent to us by our clients, keeping up with emails, taking incoming calls and helping others on my team. Throughout the week, I also help with other odd jobs like invoicing, billing, and passing requests and messages to other teams in our department.
“I like having a variety of things to do throughout the day and week, and I’m always looking for something new to learn to add to my repertoire.”
Any reacquired vehicle project involves coordination between the customer, our associates, the dealer that sold the customer their car, and in some cases, attorneys. There are a lot of moving parts, and no two calls are quite the same.
Maegan identifies two traits a successful Disposition Coordinator must have to succeed in this role. The first is, “Patience and a good ability to roll with the punches. Customers have often been dealing with these cases for months before we even see the case for the first time. And that’s all coming to a settlement with our clients, not just the issues with the vehicle itself. They can be frustrated and confused when all of a sudden this ‘Morley’ person’s calling them.”
Great customer service stories are born when customers at their last frayed bit of patience finally receive resolution to their issues, but sometimes the circumstances Disposition Coordinators find themselves in seem ripped straight from a bad movie script.
That’s where the second trait comes in: “Another trait people might not think of, but is arguably just as important, is a good sense of humor. Things happen on a weekly basis that Hollywood could only dream of coming up with. From people impersonating deceased family members, cars being stolen and used in bank heists, customers poorly attempting to hold dealer employees and agents hostage for reasons that just make you shake your head. You definitely meet a wide spectrum of people in this department.”
One such instance happened recently: “I got a call from an attorney saying her client was in the process of being arrested, and she needed copies of the paperwork to show that she no longer owned the car. Turns out the car was stolen off the dealership’s lot and used in a bank heist.”
Thanks to the meticulous record-keeping skills of our RVM team, Maegan was able to quickly provide paperwork and help a customer out of jail for a crime she didn’t commit.
“Not enough time had passed for the car to have been transferred out of the customer’s name. So when the police ran the vehicle information, it came back to her. The dealer wasn’t even aware yet the car had been stolen. It was a lot of playing catch-up for both us and the dealer. But the biggest victory was keeping that customer out of jail for something she couldn’t control.”
“It was one of those calls where after everything is taken care of, you sit back and think to yourself, ‘What just happened?’”
Anyone who thinks contact center work couldn’t be exciting has clearly never walked a mile in Maegan’s shoes! But it’s this variety of circumstance and experience that makes agents like Maegan a hidden gem for customers to discover in their quest to surrender their vehicle to a buyback: “I feel I provide a unique perspective to our clients on what it is we do for their customers by answering questions on our process, specific cases, work arounds and customers in unique circumstances.”
“Working these cases every day in a different aspect than [dealers] do helps guide them to prepare their customer for when we get their case and start the process, or provide alternate options that might work better for a particular customer.”
Thank you, Maegan, for being such a mastermind when our client’s customers call for help with their vehicles buybacks! Auto owners across the nation are in good hands with agents like you looking out for their best interest.
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