Release Agents

We’re an award-winning global outsourcer providing contact center and back office services on behalf of our global clients. Come work at a place where innovation and teamwork come together to support the most exciting missions in the world! 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! Acquire Intelligence is an award-winning, global business outsourcer with 10,000 staff and over 16-years’ experience in delivering intelligent contact center and back-office functions for global businesses across many industries including telecommunications, banking and financial services, insurance, media, education and retail. We're an entrepreneurial business that is highly experienced in working with our partners to solve real-life problems quickly. A genuine partnership approach is at the heart of we do. Our teams are highly proficient in exceeding expectations, especially in situations where in-house teams may be typically challenged with the business processes of “big business.” We have Class A offices in 14 locations across Australia, the Dominican Republic, the Philippines and the United States, as well as comprehensive Work-from-Home environments, where client-permitted. We're recognized as being Safe, Flexible and Innovative, giving our clients the capability to Outsource with confidence. As a dynamic organization with the ability to take your career to the next level, we're looking for strong candidates with BPO experience to join our growing team. We value our employees highly and, as such, offer excellent career development programs and competitive compensation and benefits packages. Acquire takes your privacy very seriously. The information collected through this site will only be processed with your prior consent and for the purpose of facilitating your employment opportunities. If you have provided consent and wish to withdraw it, you may click on the account settings and submit a request to delete your information. You may also inform us by writing to the address in the section on “Access Rights to Personal Data” or send us an email to privacy@acquirebpo.com. Please refer to our Privacy Policy at https://acquirebpo.com/au/privacy-policy/