Specialized Service Specialist II

About the role

Stellantis Financial Services (SFS) is the captive finance company for one of the world’s leading automakers and a mobility provider with iconic brands including Abarth, Alfa Romeo, Chrysler, Citroën, Dodge, DS Automobiles, Fiat, Jeep®, Lancia, Maserati, Opel, Peugeot, Ram, Vauxhall, Free2move and Leasys. The Specialized Service Specialist II executes daily functions within the Specialized Service department, focusing on Total Loss and Insurance/Rebate cancellations, and collaborates closely with internal departments to ensure accurate and timely service delivery.

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 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 to execute 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.

Requirements

• Minimum of 3 years of experience in Auto Collection and/or Customer Service, Repossession, Title and Auto Insurance.
• Demonstrated experience handling complex servicing scenarios such as customer complaints, repossession, Total Loss / Rebate refunds and/or Title processes.
• High School Diploma or GED.

Preferred Qualifications

• Strong ability to review and interpret complex claim documentation, financial statements, and payoff/rebate calculations with minimal supervision.
• Demonstrated experience 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 using whole numbers, fractions, and decimals.
• Ability to follow detailed instructions and standard operating procedures to ensure accurate claims and rebate processing.
• Advanced proficiency in MS Excel, MS Word, and MS Access (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.

Additional Requirements

• Overtime required on an as-needed basis.
• Travel 0–10%: No travel required.
• Must have reliable transportation and live within a commutable distance to Atlanta, GA or Dallas, TX.

Physical Demands

• The employee is regularly required to sit; use hands to finger, handle, or feel; reach with hands and arms; and talk or hear.
• The employee is occasionally required to stand; walk; and stoop, kneel, crouch, or crawl.
• The employee must occasionally lift and/or move up to 10 pounds.
• Specific vision abilities required include close vision.

Work Environment

The noise level in the work environment is usually moderate.

Schedule

This position requires the ability to work various shifts to accommodate business needs, typically between 8 AM and 6 PM Monday through Friday and on weekends as needed.