Receptionist - Lease Services

Position Summary

The Receptionist - Lease Services serves as the first point of contact for members, lessees, and visitors of FairLease and Credit Union of Texas, providing a warm, welcoming, and professional reception experience while supporting the day-to-day operations of the Lease Services team. The role handles inbound phone and email lease leads, assigns them within Salesforce, responds to lessee inquiries, audits lease documents for accuracy and compliance, processes out-of-state move requests, handles toll/violation reassignments, and supports Lease Assistants and Consultants with a range of administrative tasks. The role uses CUTX-approved productivity and AI tools to triage communications, route leads, and maintain accurate records consistent with CUTX policies and applicable regulations.

Key Responsibilities

Reception & Member Experience

• Greet members, visitors, and vendors entering FairLease and CUTX in a friendly, professional, and welcoming manner.
• Answer, screen, and route incoming telephone calls promptly and accurately, using courteous, correct, communication
• Maintain a clean, organized, and professional reception area that reflects CUTX brand standards.
• Handle stressful situations and demanding members in a professional, assertive, and respectful manner.

Lease Lead Intake & Routing

• Load and assign phone and email lease leads in Salesforce and forward to the appropriate lease consultant.
• Maintain accurate, timely records of lead assignment and follow-up activity in Salesforce.

Lessee Servicing

• Provide telephone member service by answering lessee questions, providing lease documents when requested, processing payment waivers when appropriate, and providing accurate lease payoff information.
• Process payoff checks as needed and route per established procedure.
• Update miscellaneous lessee information (address, contact, payment) in the core system (ALS) accurately and timely.
• Work out-of-state move requests by mailing POA/title and any state-specific documents required; update the address in ALS and adjust payment appropriately.

Lease Document Audit & Compliance Support

• Audit lease documents to ensure accuracy, completeness, and compliance with CUTX policies and applicable regulations.
• Identify and escalate documentation discrepancies, missing disclosures, or potential compliance concerns to the Manager of Lease Services.

Administrative Operations

• Process and sort departmental mail on a daily basis.
• Process toll, red light, and parking violations on a weekly rotation by completing and forwarding documentation to have violations reassigned when possible.
• Assist in other areas within FairLease as needed to support team coverage and workflow.

Out-of-State Move & Administrative Processing

• Work out-of-state move requests by mailing Power of Attorney, title, and any other state-specific documentation required.
• Update lessee address in ALS and adjust payment information appropriately.
• Process and sort departmental mail on a weekly basis.
• Process tolls, red light, and parking violations on a weekly rotation by completing and forwarding documentation to have violations reassigned when possible.

Risk, Compliance & Documentation

• Document lessee interactions, address changes, payoff information, and document audit results in the system of record sufficient to support audit and examination review.
• Verify identity of callers and visitors before releasing lease documents, payoff information, or account details consistent with CUTX privacy and information security policy.
• Escalate suspected fraud, identity verification failures, or potential UDAAP concerns to the Manager and Compliance immediately.

Performance Outcomes & KPIs

Outcome	Primary KPI	Reporting Cadence	Target / Direction
Members and visitors receive a prompt, professional, bilingual first-contact experience.	Call answer rate within target ring count and member experience feedback score.	Monthly	▲ ≥ 90% of calls answered within target; [confirm experience score with VP, Lease Services]
Lease leads are routed quickly and accurately to consultants.	Lead routing cycle time — average time from lead receipt to assignment in Salesforce.	Monthly	▼ ≤ 1 business hour during operating hours
Lease documents are accurate and compliant.	Document Audit Exception Rate — percent of audited lease documents with material exceptions.	Monthly	▼ [Target — confirm with VP, Lease Services]
Lessee servicing requests are resolved accurately on first contact.	First-Contact Resolution Rate on payoff, document, and waiver requests.	Monthly	▲ ≥ 90%
Administrative processing is completed on schedule.	Weekly on-time completion of mail processing, violations rotation, and out-of-state move requests.	Monthly	▲ 100% on-time completion
AI-augmented communications and document tasks are reviewed by the role holder before action.	Human-in-the-Loop Review Rate on AI-generated member communications and document summaries.	Monthly	▲ 100%

Qualifications

Education

• High school diploma, G.E.D., or equivalent required.
• Associate degree or coursework in business administration preferred.

Experience

• One to two (1–2) years of related receptionist, customer service, or administrative support experience, or equivalent combination of education and experience.
• Prior experience in auto leasing, auto finance, credit union, or community bank operations preferred.
• Prior experience using Salesforce or a similar CRM preferred.
• Bilingual English / Spanish preferred.

Licenses, Registrations, and Certifications

• None required.

Knowledge & Skills

• Professional telephone and reception area skills with courteous, correct grammar.
• Strong verbal and written communication skills with courteous and correct grammar usage in both languages.
• Professional telephone and reception-area skills, including front-office professionalism, appearance, and positive image.
• Ability to handle multiple tasks in a very fast-paced environment with strong organizational skills and attention to detail.
• Comfort relating to individuals at every level, including senior executives, members, and vendors.
• Basic arithmetic skills including percentages and interest calculations.
• Proficiency in Microsoft Office (Word, Outlook, Excel, Teams) and ability to learn CUTX/FairLease core systems including ALS and Salesforce.
• Ability to apply common sense reasoning to standardized situations involving several concrete variables.
• Ability to read, analyze, and interpret general business documents, professional correspondence, and procedural text.

Core Competencies

Competency	Proficiency Level	Why This Matters in This Role
Member Centricity	Intermediate	The role is the first impression of FairLease and CUTX; tone, warmth, and accuracy directly shape member trust and satisfaction.
Communication	Intermediate	The role communicates daily by phone, email, and in person with members, lessees, vendors, consultants, and senior leaders, and must write clearly and accurately.
Operational Discipline	Intermediate	Lead routing, document audits, system updates, and violation processing require consistent, accurate execution across a high-volume queue.
Compliance Orientation	Intermediate	The role audits lease documents, verifies identity, and handles member NPI; mistakes create privacy, UDAAP, and audit exposure.
AI Literacy	Foundational	The role uses CUTX-approved AI productivity tools and AI-assisted lead and document triage (Tier 2) and must apply human-in-the-loop review on member-impacting outputs.
Adaptability	Intermediate	The role flexes across reception, lessee servicing, audit, and administrative tasks and frequently supports other areas within FairLease and CUTX.

AI & Technology Expectations

AI-Augmented Workflows

The following workflows are AI-augmented in this role. The Receptionist - Lease Services is expected to work fluently within these workflows, exercise sound judgment over AI outputs, and follow all applicable controls.

• AI-assisted lead intake and routing — AI classifies inbound lease lead emails and recommends consultant assignment in Salesforce.
• AI-assisted document triage — AI extracts structured fields from lease documents, POA/title mailings, and violation notices to support audit and routing.
• AI-assisted drafting and summarization — AI drafts member-facing email responses and call summaries from approved templates.
• AI-assisted productivity — AI supports scheduling, mail sorting prioritization, and routine knowledge lookup.

AI Tier and Human-in-the-Loop Responsibility

This role operates in AI Tier 2 for its principal AI-augmented workflows (see Appendix A). The Receptionist - Lease Services retains accountability for any decision, communication, or member/employee-impacting action influenced by AI output, consistent with the CUTX Generative AI Usage Policy §3.4.

The Receptionist - Lease Services is required to:

• Apply human-in-the-loop review on every AI-recommended lead assignment, AI-extracted document field, and AI-drafted member communication before action is taken or sent.
• Stop reliance on AI output and escalate immediately if the output appears inaccurate, biased, non-compliant, or outside the role's documented scope (Generative AI Usage Policy §3.5).
• Refrain from entering member NPI, confidential CUTX/FairLease information, or material non-public information into any AI tool not explicitly approved for that data classification.
• Complete all required AI training within thirty (30) days of hire and maintain currency on annual refreshers.

Approved AI Tools

The role is approved to use the following AI tools in performing essential functions (subject to the Generative AI Usage Policy and any tool-specific guidance issued by the AI Council):

• CUTX-approved internal AI assistants (e.g., Sam) for general productivity and approved knowledge tasks.
• Microsoft Copilot for office productivity (drafting, summarization, spreadsheet support).
• Salesforce-native AI features approved by the CUTX AI Council for lead intake and routing.
• CUTX-approved document extraction tools used within the lease servicing workflow.

Use of AI tools outside this list requires prior approval from the role's department leader and the AI Council, per the Generative AI Usage Policy §4.

Prohibited AI Use

In addition to the prohibited uses defined in the Generative AI Usage Policy §3.6, the following are specifically prohibited in this role:

• Using AI output as the sole basis for any adverse member action, including denial of a payment waiver, refusal to release lease documents, or identity verification decisions.
• Entering member NPI (full account numbers, Social Security numbers, driver's license images, lease agreements) into any AI tool not explicitly approved for that data classification.
• Using consumer AI tools to draft member-facing lease, payoff, or POA/title correspondence; these communications must originate from approved templates and follow existing procedure.
• Using AI to make or simulate identity verification decisions independent of CUTX-approved verification procedures.

Compliance & Regulatory Responsibilities

Enterprise Compliance Obligations

The Receptionist - Lease Services is responsible for all enterprise compliance obligations applicable to a CUTX team member, including BSA/AML, OFAC, USA PATRIOT Act/CIP/CDD, GLBA and the Safeguards Rule, Fair Lending laws (ECOA/Reg B, Fair Housing Act), UDAAP, Information Security and Acceptable Use, and the CUTX Code of Conduct.

AI-Specific Compliance Obligations

The Receptionist - Lease Services is responsible for the CUTX Generative AI Usage Policy (TRAIGA / HB 149-aligned), the CUTX AI Playbook (including Tier 2 obligations applicable to this role), and Texas Responsible Artificial Intelligence Governance Act (TRAIGA / HB 149) requirements applicable to the role.

Role-Specific Compliance Obligations

• CUTX and FairLease privacy procedures governing release of lease documents, payoff quotes, and lessee information.
• Identity verification procedures for callers and walk-in members prior to release of account information.
• State-specific titling and registration requirements applicable to out-of-state lease moves (POA, title, address change).
• Toll authority, red light, and parking violation reassignment procedures applicable to leased vehicles.
• CUTX/FairLease Lease Services policies and procedures.
• Federal Fair Debt Collection Practices Act (FDCPA) standards as applied at CUTX when discussing past-due lease balances (CUTX adheres to FDCPA standards as a matter of policy).

Working Conditions & Physical Requirements

This role is performed on-site at the CUTX / FairLease office in a standard office environment. The work is primarily sedentary; the employee will frequently talk, hear, sit, use hands to handle or feel, and reach with hands or arms, and will occasionally stand, walk, climb or balance, and stoop, kneel, crouch, or crawl. The employee will occasionally lift and move up to 25 pounds. Essential physical activities include finger dexterity for typing and handling documents, grasping, repetitive wrist/hand/finger motions, average hearing sufficient for normal conversation, and average visual acuity sufficient to prepare and inspect documents and operate office equipment. The role requires the ability to convey detailed or important instructions clearly and accurately by phone and in person. Reasonable accommodations will be made to enable individuals with disabilities to perform the essential functions of this role, consistent with the Americans with Disabilities Act and CUTX policy.

Acknowledgement & Disclaimer

This job description is intended to describe the general nature and level of work being performed by individuals assigned to this position. It is not intended to be an exhaustive list of all responsibilities, duties, and skills required, and CUTX reserves the right to modify, add to, or remove duties at any time as business needs require.

Employment with CUTX is at-will. This job description does not constitute an employment contract.