Position Summary:

The Specialized Service Specialist I will be responsible for the daily functions related to the operation of the Specialized Service department, including Total Loss, Insurance / Rebate cancellation. The Specialized Service Specialist II will work closely with different departments to ensure the successful delivery of services and provide exceptional support to our internal and external customers and clients.

Essential Duties and Responsibilities:

• Responsible for handling all inbound phone calls providing customer service excellence, reviewing, documenting, and following up with outbound calls as needed.
• Monitor in-house check payments received from dealership or insurance providers, update customer account with accurate payment details, insurance and/or title information.
• Independently manage and process Total loss and Rebate claims with greater complexity to ensure timely resolution and compliance with applicable laws.
• Collaborate with dealership partners while executing comprehensive investigations into refund procedures and eligibility criteria.
• Reviews, updates, and follow-ups on financial documents, contracts, and payoff statements to ensure accuracy and claim settlements for Lease and Retail accounts.
• Calculate, reconcile, and prepare for management approval for warranty refunds, including escalated or disputed cases.

Qualifications and Competencies Required To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

Required Experience:

• Minimum of One (2) year of experience in Auto Collection and/or Customer Service experience, Repossession, Title and Auto Insurance.
• Demonstrated experience handling complex servicing scenarios such as customer complaints, repossession, Total Loss / Rebate refunds and/or Title processes

Education:

High School Diploma / GED

Additional Requirements:

• Overtime required – required on an as needed basis.
• Travel 0-10% - No travel required.
• Must have reliable transportation and live within a commutable distance to one of the following cities: Atlanta, GA

Qualifications Preferred:

• Strong ability to review and interpret complex claim documentation, financial statement, and payoff/rebate calculation with minimal supervision.[MR1]
• Demonstrated experience in processing total loss and rebate claims, including escalated or disputed claims with lease and retail accounts.
• Have strong mathematical skills, including the ability to calculate rebates, process payments, and reconcile totals across various units of measurements using whole numbers, fractions and decimals.
• Ability to follow detailed instructions and standard operating procedures to ensure accurate claims and rebate processing.
• Advance proficiency in MS Excel software, MS Word software, and MS Access software (or similar database and reporting tools). Clear and legible handwriting for accurate documentation.
• In-depth knowledge of state and federal regulations related to insurance claims, rebates, consumer finance, and collection practices.
• Excellent written and verbal communication skills, with the ability to interact professionally with customers, financial institution, insurers, and internal stakeholders.

Physical Demands The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this Job, the employee is regularly required to sit; use hands to finger, handle, or feel; reach with hands and arms and talk or hear. The employee is occasionally required to stand; walk and stoop, kneel, crouch, or crawl. The employee must occasionally lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision.

Work Environment The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually moderate.

Work Schedule This position requires the ability to work various shifts to accommodate business needs. Typically, between the hours of 8AM-6PM Monday through Friday and on weekends as needed. Travel is required 10% of the time.

Stellantis Financial Services, Inc (SFS) is an equal opportunity employer and is committed to providing its employees an environment that is free of harassment, discrimination, and intimidation. It is the policy of SFS to comply with all applicable employment laws and regulations and to provide equal opportunity for all qualified persons and to not discriminate against any employee or applicant for employment because of race, color, religion, sex, age, national origin, disability, pregnancy, sexual orientation, veteran status, gender identity or expression, change of sex, and/or transgender status or any protected status. Candidates must possess authorization to work in the United States. This policy applies to recruitment and placement, promotion, training, transfer, retention, rate of pay and all other terms and conditions of employment. Employment and promotion decisions will be based solely on merit, ability, achievement, experience, conduct and other legitimate business reasons.