SCRA Servicing Associate at Hyundai Capital America in Atlanta, Georgia

SCRA Servicing Associate

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 2 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. Along with competitive pay, as an employee of HCA, you are eligible for the following benefits: Medical, Dental and Vision plans that include no-cost and low-cost plan options, Immediate 401(k) matching and vesting, Vehicle purchase and lease discounts plus monthly vehicle allowances, Paid Volunteer Time Off with company donation to a charity of your choice, Tuition reimbursement.

What to Expect

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.

What You Will Do

1. 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. 2. 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. 3. 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. 4. Ensure all requests/tasks are processed within HCAs timeframes, KPI's and adhere to HCA's policy and procedures, as well as compliance. 5. Respond to internal and external inquiries regarding military policies and customer status updates.

Qualifications

Minimum 2-4 years related experience in a customer service or lease-end environment. Bilingual a plus. Experience with case management systems preferred High School diploma or GED required. Bachelor's degree or equivalent work experience preferred. 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.