SCRA Service Associate

WHAT YOU WILL BRING TO THE ROLE

• Minimum 24 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.

• Experience in auto finance lease servicing or another regulated servicing environment is beneficial.

• Bilingual proficiency is a plus.

• Experience with case management systems preferred

• High School diploma or GED required.

• Bachelors degree or equivalent work experience preferred.

• 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.

WE TAKE CARE OF OUR PEOPLE

At HCA our people drive our success. Thats why we offer a competitive rewards package that supports your health financial future and overall wellbeingat work and beyond.

Benefits Highlights

• Vehicle perks monthly vehicle allowance plus purchase and lease discounts

• Comprehensive health coverage medical dental and vision plans

• Employer-funded HSA contributions to help reduce healthcare costs

• 401(k) with company match and immediate vesting from day one

• 100% company-paid life and disability insurance

• Wellbeing benefits including fitness and health resources

• Leadership programs and career development that support continuous learning

• Paid Volunteer Time Off and a company charitable donation in your honor

Because great benefits help you thrivepersonally and professionally.

WHAT HAPPENS NEXT

Express your interest by submitting an application. Once your application is received our recruiting team will review your application to see if you meet the basic and preferred qualifications listed on the job description. For more information on our culture visit our careers page.

OTHER DETAILS

Our Company is an equal opportunity employer committed to fostering a diverse inclusive and respectful workplacebecause we believe diversity builds stronger teams. We comply with all applicable federal state and local equal employment opportunity laws and do not discriminate on the basis of race religion or creed color national origin ancestry caste citizenship sex or gender (including pregnancy childbirth or related medical conditions) sexual orientation gender identity or expression age disability medical condition genetic information marital status family care or medical leave status military or veteran status political affiliation or any other characteristic protected by law. Information provided during the application process is requested in good faith and will be used solely in accordance with applicable employment laws.

California Privacy Notice

This notice only applies to our applicants who reside in the State of California.

The latest version of our Privacy Policy can be found here . This Privacy Policy provides you with notice at or before the point of collection about the categories of personal information to be collected from you the purposes for which your personal information is collected or used and whether that information is sold or shared so that you can exercise meaningful control over our use of your personal information. We are providing this notice to comply with the California Consumer Privacy Act of 2018 as amended by the California Privacy Rights Act of 2020 (CCPA).

If you have any questions about CCPA regarding California residents or HCA team members please contact the Privacy Team at .

Hyundai Capital America (HCA) helps people move forward. Through Hyundai Motor Finance Genesis Finance and Kia Finance we deliver innovative financing leasing and insurance solutions to more than 3 million customers and businesses nationwide.

Were a company driven by growth innovation and people. At HCA youll find opportunities to build new skills expand your career and make a real impactwhile working in a diverse inclusive and valuesdriven environment. Were proud to support our communities through volunteerism philanthropy and engaged Employee Resource Groups.

If youre looking for a fastpaced collaborative workplace where your ideas matter join us as we lead the future of financing freedom of movement. Apply today.

WHAT YOU WILL DO

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.

HOW YOU WILL MAKE AN IMPACT

• Front-Office Customer Support and Case Intake: 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.

• Follow-Up and Customer Guidance: 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.

• Back-Office Review and Processing: 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.

• Case Management Documentation and Compliance: 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.

• Inquiry Response and Cross-Functional Support: 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. The percentage of time devoted to each responsibility may vary based on workload staffing and business needs.

Required Experience:

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