Specialized Service Specialist II

Position Summary

The Specialized Service Specialist II is responsible for executing daily functions within the Specialized Service department, including processes related to Total Loss and Insurance/Rebate cancellations. This role requires close collaboration with internal departments to ensure the accurate and timely delivery of services. The Specialist will provide exceptional support to both internal and external customers and clients, maintaining compliance with company policies and regulatory standards.

Essential Duties And Responsibilities

• Handle all inbound phone calls with a focus on customer service excellence; review, document, and follow up with outbound calls as needed.
• Monitor in-house check payments received from dealerships or insurance providers; update customer accounts with accurate payment details, insurance, and/or title information.
• Independently manage and process Total Loss and Rebate claims with greater complexity to ensure timely resolution and compliance with applicable laws.
• Collaborate with dealership partners while executing comprehensive investigations into refund procedures and eligibility criteria.
• Review, update, and follow up on financial documents, contracts, and payoff statements to ensure accuracy and proper claim settlements for Lease and Retail accounts.
• Calculate, reconcile, and prepare warranty refunds for management approval, including escalated or disputed cases.
• Maintain detailed records and documentation of all reinstatement and refund activities to support audit readiness and operational transparency.

Qualifications and Competencies

• Minimum of (3) years of experience in Auto Collection and/or Customer Service experience, Repossession, Title and Auto Insurance.
• Demonstrated experience handling complex servicing scenarios such as customer complaints, repossession, Total Loss / Rebate refunds and/or Title processes.
• Required Experience: High School Diploma / GED.
• Preferred: Strong ability to review and interpret complex claim documentation, financial statement, and payoff/rebate calculation with minimal supervision.
• Demonstrated experience in processing total loss and rebate claims, including escalated or disputed claims with lease and retail accounts.
• Strong mathematical skills, including the ability to calculate rebates, process payments, and reconcile totals across various units of measurements using whole numbers, fractions, and decimals.
• Advance proficiency in MS Excel software, MS Word software, and MS Access software (or similar database and reporting tools).
• Clear and legible handwriting for accurate documentation.
• In-depth knowledge of state and federal regulations related to insurance claims, rebates, consumer finance, and collection practices.
• Excellent written and verbal communication skills, with the ability to interact professionally with customers, financial institutions, insurers, and internal stakeholders.

Physical Demands

• Sit; use hands to finger, handle, or feel; reach with hands and arms and talk or hear.
• Occasionally lift and/or move up to 10 pounds.
• Specific vision abilities required by this job include close vision.

Work Environment

• The noise level in the work environment is usually moderate.

Work Schedule

• This position requires the ability to work various shifts to accommodate business needs. Typically, between the hours of 8AM-6PM Monday through Friday and on weekends as needed.
• Travel is required 10% of the time.

Additional Information

• An applicant must be authorized to work in the United States to be eligible for this position.
• Stellantis Financial Services, Inc. will not sponsor applicants for work visas of any type for this position.
• Stellantis Financial Services, Inc (SFS) is an equal opportunity employer and is committed to providing its employees an environment that is free of harassment, discrimination, and intimidation.