Operations Specialist I

About the role

The Retail Servicing Operations Specialist I provides administrative and operational support for the Retail Servicing Department. This role serves as a key point of contact for customers, dealers, financial institutions, and internal business partners while supporting daily servicing operations, departmental reporting, documentation management, and customer correspondence.

Responsibilities

• Prepare mail merges and draft routine correspondence for customers and dealers.
• Receive, sort, and distribute incoming mail.
• Support the Retail Servicing management team by preparing and maintaining departmental reports.
• Research and resolve unidentified checks by working with dealers, customers, financial institutions, and servicing partners.
• Compile and provide documentation in support of internal and external audit requests.
• Answer and route incoming telephone calls, providing general assistance to customers and directing inquiries to the appropriate department.
• Monitor departmental voicemail and ensure messages are routed to the appropriate team members.
• Upload, organize, and maintain customer documentation within company systems.
• Gather required documentation from dealers and prepare outgoing correspondence.
• Provide administrative support to the Recovery, Repossession, and Remarketing teams as needed.
• Maintain compliance with company policies and procedures, as well as applicable federal and state laws and regulations governing customer communications.
• Perform other duties and special projects as assigned.

Requirements

• Associate's degree or an equivalent combination of education and relevant work experience.
• 2+ years of administrative support, operations support, customer service, or related experience preferred.
• Proficiency with Microsoft Office Suite, including Word and Excel.
• Strong data entry skills with a high level of accuracy and attention to detail.
• Excellent written, verbal, and interpersonal communication skills.
• Strong organizational, time management, and problem-solving abilities.
• Ability to prioritize multiple tasks and meet deadlines in a fast-paced environment.
• Ability to work collaboratively with customers, dealers, and cross-functional teams while maintaining professionalism and confidentiality.