Auto Loan Service Representative

Location: Lake Forest, CA • Hybrid

Position Overview

We are seeking a customer-focused Customer Service Representative to support our Auto Loan Servicing team. In this role, you will act as the primary point of contact for customers, assisting with account inquiries, payment solutions, insurance claims, and loan servicing requests. The ideal candidate is a strong communicator who thrives in a fast-paced environment, enjoys problem-solving, and is committed to delivering exceptional customer experiences. This is an excellent opportunity for professionals with customer service, collections, banking, lending, or auto finance experience seeking career growth within the financial services industry.

Responsibilities

• Deliver outstanding customer service while handling a high volume of inbound and outbound customer interactions.
• Resolve customer concerns efficiently, striving for first-call resolution whenever possible.
• Assist customers with account inquiries, loan servicing requests, payment processing, and account maintenance.
• Review account status and provide accurate information regarding balances, payments, and loan details.
• Negotiate payment arrangements and educate customers on available payment options to help them meet financial obligations.
• Process and manage physical damage, total loss, and GAP insurance claims.
• Collaborate with insurance carriers to negotiate claim resolutions and maximize recovery efforts.
• Analyze claim documentation to ensure compliance with company policies and accurate claim settlements.
• Maintain detailed and accurate account records utilizing CRM and loan servicing systems.
• Follow all company policies, regulatory requirements, and compliance guidelines.
• Review after-hours voicemails daily and return customer calls within established service-level expectations.
• Consistently achieve individual and team performance goals related to quality, productivity, and customer satisfaction.

Qualifications

• 1-3 years of customer service experience required.
• Previous experience in auto finance, consumer lending, banking, loan servicing, collections, or financial services strongly preferred.
• Strong communication, negotiation, and active listening skills.
• Ability to build rapport and effectively communicate with diverse customer populations.
• Experience working with CRM systems and account management software.
• Strong problem-solving and conflict-resolution abilities.
• Capable of managing multiple priorities in a fast-paced, metrics-driven environment.
• High level of attention to detail and organizational skills.
• High School Diploma or GED required.
• Bilingual Spanish is a plus but not required.

Pay

$20.00 - $23.00/hour

Schedule

Monday through Friday, with occasional Saturdays

Benefits

Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following:

• Medical, dental & vision
• Critical Illness, Accident, and Hospital insurance
• 401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available
• Life Insurance (Voluntary Life & AD&D for the employee and dependents)
• Short and long-term disability
• Health Spending Account (HSA)
• Transportation benefits
• Employee Assistance Program
• Time Off/Leave (PTO, Vacation or Sick Leave)