Account Servicing Associate (Lease Titles)

About the role

The Account Servicing Associate supports functions and processes within Account Servicing by processing requests via multiple channels. This role ensures all requests/tasks are processed within HCAs timeframes, adheres to policies and procedures, and handles escalated issues in an expeditious manner.

Responsibilities

• Process account servicing requests, including title processes, VPP cancellations, total loss claims, and lease buyout transactions, in accordance with established SLAs.
• Respond to emails and resolve escalated account issues within designated timeframes, using a customer-centric approach.
• Ensure productivity, quality, and compliance standards are consistently met.
• Prepare, send, and archive documentation in alignment with HCA policies and procedures.
• Make required outbound calls to customers, dealers, or third-party contacts to support account servicing activities.

Requirements

• Minimum 1 year of experience working in a customer service role in a fast-paced operations environment.
• Auto finance experience a plus.
• High School diploma or GED.

Qualifications

• Demonstrated business etiquette including verbal, written, and interpersonal communication skills to collaborate across the organization.
• Self-motivated, professional demeanor, and self-starter.
• Ability to multitask and follow workflow processes for assigned job duties.
• Must be able to successfully operate in a fast-paced and team environment.
• Must adapt well to change, possess a high level of agility, and successfully adjust to changing priorities.
• Able to work well under pressure and meet deadlines.
• Proficient with Microsoft Office Suite and working knowledge of general office equipment.
• Proven track record with delivering seamless customer experiences.
• Ability to thrive in a performance coaching environment.

Skills

• Customer service skills.
• Microsoft Office Suite proficiency.
• Outbound calling skills.

Benefits

• Medical, dental, and vision plans with no-cost and low-cost options.
• Annual employer HSA contribution.
• 401(k) matching and immediate vesting.
• Vehicle purchase and lease discounts, plus monthly vehicle allowances by job level.
• 100% employer-paid life and disability insurance.
• No-cost health and wellbeing programs, including a gym benefit.
• Six weeks of paid parental leave.
• Paid Volunteer Time Off, plus a company donation to a charity of your choice.

Pay

$38,300.00 - $57,500.00 annually

Schedule

Full-time