Account Servicing Associate (Total Loss)

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 a timely 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.
• Self-motivated, professional demeanor, and self-starter.
• Ability to multitask and follow workflow processes.
• Must be able to work in a fast-paced and team environment.
• Adaptability to change and successful adjustment to changing priorities.
• Ability to work well under pressure and meet deadlines.
• Proficient with Microsoft Office Suite and general office equipment.
• Proven track record with delivering seamless customer experiences.
• Ability to thrive in a performance coaching environment.

Skills

• Customer service skills.
• Communication skills.
• Time management.
• Problem-solving abilities.

Benefits

• Medical, dental, and vision plans.
• Annual employer HSA contribution.
• 401(k) matching and immediate vesting.
• Vehicle purchase and lease discounts.
• No-cost health and wellbeing programs.
• Flexible paid parental leave.
• Paid volunteer time off.

Pay

$39,088.00 - $58,632.00 annually

Schedule

Full-time