Sr. Resolution Analyst

About the role

Stellantis Financial Services (SFS) is the captive finance company for a global automaker with brands such as Abarth, Alfa Romeo, Chrysler, Citroën, Dodge, DS Automobiles, Fiat, Jeep®, Lancia, Maserati, Opel, Peugeot, Ram, Vauxhall, Free2move and Leasys. The Senior Resolution Analyst is responsible for investigating and resolving complaints, analyzing data, and providing timely and effective resolutions for all post‑funding and title tasks while ensuring compliance with state and federal laws.

Responsibilities

• Process post‑funding tasks including VIN corrections, account unwinds, substitution of collateral (SOC) requests, and settlement negotiations.
• Investigate and analyze customer complaints to identify root causes and implement solutions.
• Coordinate as a liaison among dealers, customers, marketing, accounting, credit reporting, compliance, and multiple originations and servicing departments.
• Research and resolve complex title discrepancies.
• Ensure payments are applied correctly and process refunds when needed.
• Correct and release titles in accordance with federal laws and regulations.
• Assist the team lead with reviewing and assigning cases in the Post Funding queue in Salesforce.
• Handle titles and post‑funding inquiries, escalations, and correspondence to meet established service levels.
• Assist with escalated calls and train staff to provide superior customer service while complying with departmental, company, state, and federal guidelines.
• Maintain confidentiality of consumer personal information, including Social Security numbers and dates of birth.
• Perform other ad‑hoc duties as assigned.

Qualifications

• Required Experience: Minimum 5 years of loan originations and/or servicing experience (e.g., loan processing, funding, underwriting, collections, titles processing, account services).
• Education: High School Diploma or GED.
• Required Skills:
  • Operations experience with complaint handling, complex issue resolution, and loan term negotiation.
  • Strong problem‑solving and decision‑making abilities.
  • Excellent verbal and written communication; ability to convey complex information clearly.
  • Exceptional interpersonal skills; remain calm and professional with dissatisfied customers, dealers, and internal teams.
  • Detail‑oriented with strong accuracy and multitasking capabilities.
  • Ability to work both collaboratively and independently.
  • Proficiency with Microsoft Office Suite (Excel, Word, PowerPoint) and Adobe Acrobat.
  • Overtime required on an as‑needed basis.
  • Travel 0–10% as required; reliable transportation and residence within commuting distance to Houston, TX.
• Preferred Experience & Skills:
  • Additional 5+ years of loan or title processing experience or higher‑level education (combination acceptable).
  • Auto‑finance experience specific to retail and lease.
  • Bilingual ability.

Physical Demands

The role regularly requires sitting, using hands to finger, handle, or feel, reaching with hands and arms, and talking or hearing. Occasionally the employee must stand, walk, stoop, kneel, crouch, or crawl, and lift or move up to 10 pounds. Close vision is required.

Work Environment

The work environment is typically moderate in noise level. Reasonable accommodations are available to enable individuals with disabilities to perform essential functions.

Schedule

This is an in‑office position requiring presence up to five days a week. Shifts vary to meet business needs, generally between 8 AM–6 PM Monday through Friday, with weekend work as needed. Travel is required up to 10% of the time.