About the Role:
The Luxury Automotive Financial Services Specialist will manage automotive finance accounts, resolve complex customer inquiries, coordinate with underwriting and funding teams, and deliver a concierge-level customer experience that reflects the standards of a luxury automotive brand while ensuring compliance with company policies and regulatory requirements.
Responsibilities:
Deliver a concierge-level customer experience that reflects the standards of a luxury automotive brand.
Assist customers with lease and loan servicing inquiries, including account maintenance, payment questions, payoff quotes, lease maturity options, contract modifications, and documentation requests.
Explain automotive financing products, lease terms, payment structures, and available account options in a clear, professional, and customer-focused manner.
Support customers throughout the financing process by collecting required documentation, providing application and funding status updates, and coordinating with underwriting and credit teams.
Serve as the primary liaison between customers, luxury automotive dealerships, financial partners, and internal departments to ensure timely resolution of inquiries and escalated issues.
Support vehicle funding, delivery, and lease-end processes while identifying opportunities to enhance customer retention and loyalty.
Research and resolve complex customer account issues while meeting established service level expectations and quality standards.
Maintain accurate customer records and documentation within servicing systems while ensuring compliance with applicable lending regulations, privacy requirements, and company policies.
Build strong relationships with customers and business partners by delivering professional, responsive, and solution-oriented service.
Identify opportunities to improve processes and contribute to a seamless customer experience across all service channels.
Qualifications:
Bachelor's degree in Finance, Business, Economics, Banking, or a related field preferred; equivalent combination of education and relevant work experience will be considered.
Minimum of two (2) years of experience in customer service within financial services, banking, lending, luxury hospitality, luxury retail, or a high-end automotive environment.
Experience supporting automotive finance, lending, dealerships, or luxury brands preferred.
Required Skills:
Excellent verbal and written communication skills with the ability to build rapport and deliver a premium customer experience.
Strong analytical, problem-solving, and conflict resolution skills with the ability to manage complex customer inquiries.
Ability to multitask and navigate multiple systems while maintaining a high degree of accuracy and attention to detail.
Proficiency with Microsoft Office Suite and CRM or customer servicing platforms.
Strong organizational skills with the ability to prioritize workload in a fast-paced, customer-focused environment.
Demonstrated professionalism, sound judgment, and commitment to confidentiality and regulatory compliance.
Preferred Skills:
Experience supporting Luxury Automotive Dealerships.
Experience with Direct Auto Finance Loans.
Experience working alongside Loan Underwriters or funding teams.
Previous experience in the automotive finance industry.
Knowledge of vehicle financing, loan servicing, dealer funding, title processing, or indirect lending.
Experience working in a high-volume contact center environment.
