Customer Service Associate

Job Description

Job Description

The Team

The Title Administration team supports our Auto Lending business by managing vehicle title operations across the loan lifecycle. The team helps protect collateral by ensuring liens are perfected, maintained, transferred, and released accurately while delivering a seamless experience for borrowers and business partners. As a Title Administration Specialist, you’ll own a portfolio of title-related work from document collection through lien release. You'll collaborate across Operations, Compliance, Servicing, Product, and external vendors to resolve exceptions, maintain accurate records, and help ensure title work is completed efficiently and in compliance with state requirements.

How you’ll make an impact

● Manage vehicle title activities throughout the loan lifecycle, including title document processing, lien perfection, title transfers, and lien releases.

● Review, prepare, send, and track required title documentation while resolving outstanding title exceptions and following up with borrowers, vendors, lienholders, and state agencies.

● Maintain accurate records in Salesforce and other operational systems while monitoring service level agreements and completing assigned cases and tasks.

● Partner cross-functionally with Operations, Compliance, Servicing, Product, Engineering, and external vendors to resolve issues and move accounts through title workflows.

● Identify opportunities to improve documentation, streamline processes, and reduce manual work while supporting evolving operational workflows.

● Contribute to a high-quality customer experience by balancing accuracy, compliance, productivity, and timely communication.

Minimum Qualifications

● 1+ year of experience in a high-volume operations, financial services, customer support, loan servicing, or case management environment.

● Experience using CRM or case management systems to manage work queues and maintain accurate records.

● Experience managing multiple priorities while meeting established service level agreements or productivity goals.

● Experience communicating professionally with customers, vendors, or cross-functional business partners.

Preferred Qualifications

● Knowledge of vehicle titles, lien perfection, DMV processes, or automotive lending operations.

● Experience using Salesforce, DDI, or similar title or operations platforms.

● Ability to analyze operational workflows and identify opportunities for process improvements.

● Skills in spreadsheet and reporting tools to organize and track operational work.

● Experience supporting documentation, cross-training, or knowledge sharing within an operations team.

Position location: This role is available in the following location: Columbus, OH (Easton office) Time zone requirements The team operates on the East coast time zone. Working hours are Monday - Friday 9am -5:30pm.

In-Office requirements: You will be required to work from the Easton office 2 days per week. This position currently follows a hybrid schedule with in-office collaboration on Wednesdays and Thursdays. The team anticipates transitioning to a more frequent in-oice schedule over time, potentially up to five days per week.