Back Office Agent - Auto Finance

Back Office Agent - Auto Finance

Location: Milford, OH

FTE only

The Back Office Agent is responsible for the accurate and timely processing of matured auto lease accounts within an auto finance environment. This role supports the end of lease lifecycle by reviewing, validating, and finalizing customer lease maturity transactions across multiple internal systems. The agent ensures all activities adhere to established business rules, legal obligations, and privacy requirements while maintaining a professional and customer focused approach.

1. Matured Lease Account Processing

Review, analyze, and process customer matured lease accounts using multiple processing systems and databases.

Ensure all end of lease requestssuch as turn in processing, payoff verification, extensions, reinstatements, and account closureare completed accurately and in line with internal standards.

Identify any discrepancies in account data and resolve them promptly by following appropriate escalation or correction procedures.

2. Account Verification

Validate customer identity and account ownership to ensure proper handling of personally identifiable information (PII).

Confirm accuracy of customer, vehicle, and contract details before making updates or processing transactions.

Apply governing terms, business rules, and compliance requirements to every case.

3. Documentation & System Updates

Document all actions and decisions clearly and thoroughly in required systems of record.

Maintain accurate audit trails to support compliance, reporting, and future account review.

Ensure all updates meet quality assurance standards and internal policy requirements.

4. Compliance & Privacy

Follow all applicable Business Rules, Standard Operating Procedures (SOPs), and regulatory requirements related to auto finance and lease end servicing.

Adhere strictly to privacy standards, including proper handling of Personally Identifiable Information (PII) and sensitive customer data.

Align all work activities with the terms outlined in the Statement of Work (SOW), governing policies, and confidentiality expectations.

Required Skills & Qualifications

High school diploma or equivalent; post-secondary education preferred.

Prior experience in auto finance, back-office operations, leasing, or financial services is an advantage.

Strong attention to detail and ability to follow defined business rules and procedures.

Proficiency navigating multiple systems simultaneously and working with digital documentation.

Ability to manage confidential information professionally and comply with privacy protocols.

Strong written communication, analytical thinking, and problem-solving abilities.

Ability to work independently while meeting productivity, accuracy, and quality performance metrics.