SCRA Servicing Associate

Hyundai Capital • Irvine, CA

1d

About The Position

The SCRA Servicing Associate is primarily responsible for supporting functions and processes within the SCRA team by processing requests received via multiple channels pertaining to military requests for benefits to ensure compliance with federal laws and regulations. This role is responsible for delivering superior customer experience by executing effective active listening, excellent communication, and problem solving to address customer needs.

Requirements

• Minimum 2-4 years related experience in a customer service or lease-end environment.
• High School diploma or GED required.
• Proven track record with delivering seamless customer experiences.
• Ability to thrive in a performance coaching environment.
• Familiarity with Servicemembers Civil Relief Act (SCRA) policies and procedures or willingness to learn federal regulations related to military servicemembers.
• Demonstrated negotiation skills to work with consumers to resolve issues.
• Excellent business etiquette including verbal, written and interpersonal communication skills to deliver superior customer experience.
• Must be self-motivator and self-starter.
• Strong attention to detail.
• Exceptional listening, critical-thinking and analytical abilities to grasp key points from detailed phone calls and reports.
• Exceptional organizational and time-management skills.
• Ability to effectively deal with people at all levels inside and outside of the Company.
• Ability to multitask and successfully operate in a fast paced, team environment.
• Must adapt well to change and successfully set and adjust priorities as needed.
• Ability to work well under pressure and meet deadlines.

Nice To Haves

• Bilingual a plus.
• Experience with case management systems preferred
• Bachelor’s degree or equivalent work experience preferred.

Responsibilities

• Receive inbound calls from military customers and create appropriate service requests to address lease returns, vehicle transportation requests, retail interest rate reduction benefits and miscellaneous servicing requests.
• Initiate outbound calls to customers and dealers to follow up on requests related to billing and vehicle grounding, proactively assist servicing accounts to support escalated issues, and/or to educate customers.
• Perform back-office functions related to benefit approval, interest rate and fee modifications, refunds, deferments, and vehicle transportation approval to provide enhanced customer service experience and reduce wait times for specific requests.
• Ensure all requests/tasks are processed within HCAs timeframes, KPI’s and adhere to HCA’s policy and procedures, as well as compliance.
• Respond to internal and external inquiries regarding military policies and customer status updates.

Benefits

• Medical, dental, and vision plans with no-cost and low-cost options
• Annual employer HSA contribution
• 401(k) matching and immediate vesting
• Vehicle purchase and lease discounts, plus monthly vehicle allowances by job level: o Associate / Sr. Associate\: $350 o Manager / Sr. Manager\: $600 o Director\: $800 o Executive Director\: $900 o VP or Above\: $1,000
• 100% employer-paid life and disability insurance
• No-cost health and wellbeing programs, including a gym benefit
• Six weeks of paid parental leave
• Paid Volunteer Time Off, plus a company donation to a charity of your choice

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED