Job Description
Skip Trace Coordinator - Customer Service & Support OPENLANE OPENLANE, a leading digital marketplace for wholesale vehicle remarketing, seeks a Skip Trace Coordinator to strengthen customer contact and recovery outcomes for our banking, insurance, and investment clients. In this role, you'll use advanced skip tracing tools, public records, and open source intelligence to locate hard to reach customers, validate contact data, and support our Customer Service & Support and collections workflows. You'll analyze trends, maintain accurate records, and collaborate with cross functional teams to enhance contact strategies while adhering to strict compliance, privacy, and data security standards. This position thrives in OPENLANE's collaborative, technology driven culture, offering the opportunity to shape how data and AI improve customer outreach and remarketing efficiency across North America and Europe.
Responsibilities
- Lead daily skip trace activities to locate hard to reach banking and auto finance customers using advanced search tools and public records.
- Analyze contact data to refine outreach strategies for the Customer Service & Support team and improve right party contact rates.
- Verify, document, and update customer location and contact information within CRM and case management systems with high accuracy.
- Collaborate with collections, customer support, and remarketing teams to prioritize cases and resolve complex location issues.
- Ensure all skip tracing practices comply with FCRA, FDCPA, GLBA, and internal risk and privacy policies.
- Create reports and insights on skip trace performance, trends, and risks to support data driven decisions.
- Partner with technology and analytics teams to test new tools, data sources, and AI driven skip trace capabilities.
- Provide coaching and guidance on skip tracing best practices to customer support colleagues.
- Handle sensitive customer information with discretion, integrity, and strong attention to detail.
- Contribute to a fast paced, collaborative culture focused on continuous improvement and results.
Required Skills
- Skip tracing tools and databases (TLO, Lexis
- Nexis, Accurint, etc.)
- OSINT and social media research
- Banking, finance, or auto finance knowledge
- Customer service and de escalation
- Data analysis and reporting (Excel, dashboards)
- CRM and case management systems
- Compliance with FCRA, FDCPA, GLBA, privacy laws
- Contact strategy and outbound calling
- Written and verbal communication
- Basic SQL or BI/reporting tools