SCRA Service Associate

Hyundai Capital•Irvine, CA

5h•Onsite

About The Position

The SCRA Service Associate performs a dual front-office and back-office role supporting military customers and SCRA servicing activities. Front-office responsibilities include handling inbound and outbound customer interactions, assessing servicing needs, collecting required information and documentation, providing status updates, and creating service requests. Back-office responsibilities include reviewing and processing requests for SCRA benefits and military servicing actions, completing account adjustments, and coordinating case resolution in compliance with federal regulations and established policies and procedures. Employees may divide their time between front-office and back office responsibilities based on workload, staffing, and business needs.

Requirements

Minimum 2–4 years of related experience in customer service, call center operations, account servicing, case management, or back-office processing.
Experience handling customer inquiries, reviewing documentation, maintaining account records, and processing or routing service requests.
High School diploma or GED required.
Knowledge of customer servicing, case management, documentation review, and account processing practices.
Familiarity with SCRA requirements, military servicing activities, or other regulated servicing processes, or the ability to learn applicable requirements.
Effective verbal, written, active-listening, and interpersonal communication skills.
Ability to assess customer needs, collect and review documentation, maintain accurate account records, and process or route service requests.
Strong attention to detail, critical thinking, and problem-solving skills.
Ability to manage multiple priorities, meet established deadlines, and work accurately in a fast-paced environment.
Ability to apply established policies and procedures, exercise sound judgment, and escalate exceptions appropriately.
Ability to work independently and collaboratively while transitioning between front-office and back office responsibilities based on business needs.
Proven track record with delivering seamless customer experiences.
Ability to thrive in a performance coaching environment.

Nice To Haves

Experience in auto finance, lease servicing, or another regulated servicing environment is beneficial.
Bilingual proficiency is a plus.
Experience with case management systems preferred
Bachelor’s degree or equivalent work experience preferred.

Responsibilities

Handle inbound interactions from military customers, authorized third parties, dealers, and internal partners regarding SCRA benefits and military servicing needs.
Assess requests, collect required information and documentation, answer servicing questions, and create accurate service requests for lease returns, vehicle transportation, retail interest rate reductions, complaints, and other servicing matters.
Initiate outbound communications to customers and dealers to clarify needs, obtain missing documentation, provide status updates, explain requirements, follow up on billing or vehicle grounding requests, and support timely resolution of open or escalated matters.
Review assigned cases and supporting documentation for completeness and eligibility; process approved SCRA benefits and military servicing actions, including interest rate and fee modifications, refunds, deferments, lease returns, and vehicle transportation requests; update account records and coordinate with internal departments to complete case resolution.
Maintain accurate case notes, account records, and service request documentation; monitor assigned work and process requests within established timeframes and performance standards; apply HCA policies, procedures, and compliance requirements; and escalate exceptions or complex matters as appropriate.
Respond to internal and external inquiries regarding military policies, required documentation, case status, and completed servicing actions, and collaborate with business partners to support consistent and timely customer outcomes.