Job Overview
The Senior Loan Service Support Specialist is an experienced member of the Loan Services team responsible for supporting the day-to-day servicing of consumer loans, with a primary focus on lease servicing and lease-related processes. This position manages specialized consumer lending and servicing activities, including lease account maintenance, title and lien maintenance, total loss processing, Collateral Protection Insurance (CPI), GAP and warranty cancellations and refunds, loan and lease payoffs, and other post-closing consumer loan servicing needs. The Senior Loan Service Support Specialist serves as a primary resource for complex and escalated servicing matters, including escalated calls and account concerns. This position is expected to take ownership of issues, research and identify appropriate resolutions, and provide exceptional customer service to both internal and external customers. The role works closely with members, dealerships, insurance companies, vendors, and internal business partners and requires strong attention to detail, problem-solving skills, organization, initiative, and commitment to delivering exceptional customer experience.
Responsibilities
Lease Servicing
- Serve as a primary resource for lease servicing and lease-related account maintenance.
- Process and maintain lease accounts throughout the servicing lifecycle.
- Review and process lease payoffs and related documentation.
- Assist with lease maturity, end-of-term servicing, account maintenance, and other lease-related requests.
- Research and resolve discrepancies or complex servicing issues related to lease accounts.
- Coordinate with members, dealerships, internal departments, vendors, and third-party partners regarding lease servicing needs.
- Ensure lease documentation and account information are complete, accurate, and properly maintained.
- Provide support and guidance for questions related to lease servicing processes.
Titles & Lien Maintenance
- Perform title and lien maintenance for consumer loans and leases.
- Research and resolve missing, incorrect, or incomplete title and lien information.
- Process lien releases and other title-related documentation as appropriate.
- Work with members, dealerships, state agencies, vendors, and internal departments to resolve title issues.
- Maintain accurate account records and documentation of title-related activity.
- Monitor outstanding title-related issues and follow through to completion.
Total Loss Processing
- Handle consumer loan and lease accounts involving total loss claims.
- Work with insurance companies, members, vendors, and internal departments to obtain required information and documentation.
- Review insurance proceeds and account information and coordinate servicing activities necessary to resolve total loss accounts.
- Identify accounts requiring additional GAP, warranty, title, payoff, or other product-related follow-up.
- Research discrepancies and communicate with appropriate parties to facilitate resolution.
- Maintain clear and accurate documentation throughout the total loss process.
Collateral Protection Insurance (CPI)
- Assist with CPI-related servicing, research, and account maintenance.
- Review member insurance information and research CPI questions and discrepancies.
- Coordinate with members, insurance providers, vendors, and internal departments as necessary.
- Process appropriate account maintenance related to CPI activity.
- Assist with escalated CPI questions and concerns.
- Ensure member concerns are thoroughly researched and communicated clearly and professionally.
GAP & Warranty Cancellations/Refunds
- Process and monitor GAP and warranty cancellation and refund requests.
- Review documentation to ensure requests are complete and accurate.
- Work with dealerships, vendors, members, and internal partners to research outstanding refunds or discrepancies.
- Apply or coordinate applicable refunds to loan accounts in accordance with established procedures.
- Research and resolve refund discrepancies.
- Follow up on outstanding items through completion and maintain appropriate account documentation.
Loan & Lease Payoffs
- Prepare and process consumer loan and lease payoff requests.
- Research payoff questions and discrepancies.
- Ensure appropriate documentation and account maintenance are completed following payoff.
- Coordinate title and lien release activities associated with paid-off accounts.
- Assist members and internal departments with payoff-related questions.
- Research and resolve more complex or escalated payoff concerns as necessary.
Consumer Loan Servicing & Support
- Perform account maintenance and servicing activities for consumer loans.
- Research and resolve complex consumer loan servicing questions.
- Review service requests and ensure they are handled accurately and timely.
- Assist with account corrections, adjustments, documentation, and other servicing needs.
- Provide support across consumer lending functions based on business needs and department volumes.
- Maintain knowledge across multiple consumer servicing functions to provide effective department coverage.
- Work collaboratively with other departments to research and resolve consumer loan servicing issues.
- Maintain clear, accurate, and complete documentation of servicing activity.
Escalations & Customer Service
- Serve as a primary resource for escalated servicing issues, complex account situations, and escalated member calls.
- Take ownership of escalated concerns by researching the issue, identifying appropriate next steps, and following the matter through resolution.
- Provide exceptional customer service to internal and external customers, ensuring interactions are professional, helpful, accurate, and respectful.
- Listen to customer concerns, ask appropriate questions, and communicate complex servicing information in a clear and easy-to-understand manner.
- Partner with other departments, vendors, insurance companies, dealerships, and outside parties when necessary to resolve escalated matters.
- Keep customers and appropriate business partners informed when additional research or follow-up is required.
- Recognize situations requiring additional management involvement and escalate appropriately.
- Promote a positive customer experience while balancing member needs with established policies, procedures, and servicing requirements.
Senior-Level Responsibilities
- Serve as a knowledgeable resource to Loan Services team members for lease and consumer loan servicing questions.
- Provide guidance and assistance with complex servicing situations and problem resolution.
- Demonstrate ownership and accountability by following assigned work and escalated matters through completion.
- Assist with training and cross-training team members on consumer loan and lease servicing functions.
- Support the development and maintenance of procedures, job aids, training materials, and department resources.
- Identify recurring servicing issues, process gaps, and opportunities to improve customer and employee experience.
- Look for opportunities to automate, streamline, and improve processes rather than relying solely on existing manual practices.
- Participate in departmental projects, system enhancements, testing, and implementation of process improvements.
- Promote consistency, accuracy, efficiency, and strong service standards across Loan Services.
- Maintain strong working relationships with Lending, Collections, Member Service, Accounting, and other departments supporting the consumer lending lifecycle.
- Assist with department coverage and other Loan Services responsibilities as business needs require.
- Demonstrate leadership through professionalism, collaboration, accountability, and willingness to assist others.
Knowledge, Skills & Abilities
- Strong knowledge of consumer lending and loan servicing practices.
- Knowledge of vehicle lease servicing preferred.
- Understanding of titles, liens, insurance, CPI, total loss, GAP, warranties and refunds, and payoff processes.
- Strong research, analytical, and problem-solving skills.
- Ability to independently research and resolve complex servicing issues.
- Strong attention to detail with a commitment to accuracy.
- Ability to manage multiple priorities and follow outstanding items through completion.
- Strong organizational and time-management skills.
- Ability to interpret and consistently apply established policies and procedures.
- Strong written and verbal communication skills.
- Ability to explain complex servicing information clearly and professionally.
- Strong customer service and interpersonal skills.
- Ability to effectively handle escalated or challenging customer interactions.
- Ability to work collaboratively across departments and with external business partners.
- Ability to identify opportunities to simplify, automate, and improve existing processes.
- Ability and willingness to learn new systems, products, processes, and servicing responsibilities.
- Ability to work independently while contributing to a collaborative team environment.
- Ability to handle sensitive member and account information with professionalism and confidentiality.
Qualifications and Education Requirements
- High school diploma or equivalent required.
- 2 plus years of experience in consumer lending, loan servicing, leasing, financial services, or a related field required.
- Advanced consumer loan servicing experience preferred.
- Experience with lease servicing, vehicle titles, insurance servicing, total loss claims, CPI, GAP, warranty refunds, or payoff processing strongly preferred.
- Experience researching and resolving complex account or servicing issues preferred.
- Experience handling escalated customer concerns or complex servicing calls preferred.
- Demonstrated ability to provide a high level of internal and external customer service.
Additional Skills/Notes
The Senior Loan Service Support Specialist is expected to be more than a transaction processor. The position serves as a subject matter resource for lease and consumer loan servicing, takes ownership of complex and escalated situations, supports and develops other team members, provides exceptional service, and continually looks for opportunities to improve how Loan Services operates.
The role is designed to provide flexibility across consumer loan servicing while maintaining lease servicing as a primary area of responsibility and expertise.