SCRA Servicing Associate

Hyundai Capital America•Irvine, CA

2d•Hybrid

About The Position

Through our service brands Hyundai Motor Finance, Genesis Finance, and Kia Finance, Hyundai Capital America offers a wide range of financial products tailored to meet the needs of Hyundai, Genesis, and Kia customers and dealerships. We provide vehicle financing, leasing, subscription, and insurance solutions to over 3 million consumers and businesses. Embodying our commitment to grow, innovate, and diversify, we strive to reimagine the customer and dealer experience and launch innovative new products that broaden our market reach. We believe that success comes from within and are proud to support our team members through skill development and career advancement. Hyundai Capital America is an Equal Opportunity Employer committed to creating a diverse and inclusive culture for our workforce. We are a values-driven company dedicated to supporting both internal and external communities through volunteering, philanthropy, and the empowerment of our Employee Resource Groups. Together, we strive to be the leader in financing freedom of movement. 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:
Associate / Sr. Associate: $350
Manager / Sr. Manager: $600
Director: $800
Executive Director: $900
VP or Above: $1,000
100%25 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