SCRA Servicing Associate

Case Management, Research, and Communications: Manage assigned SCRA case activity, including inbox review, research, documentation, outbound letters, email and SMS communications, CARE expedited requests, complaint support, customer status notifications, and limited customer follow-up when needed to clarify documentation or obtain required information. Benefit Processing and Account Updates: Process SCRA benefit implementation and account updates, including retail annual percentage rate adjustments, fee waivers, refunds, deferments, cancellations, lease return coordination, pickup monitoring, and related servicing actions required to administer approved benefits.

Description

Hyundai Capital America (HCA) helps people move forward. Through Hyundai Motor Finance, Genesis Finance, and Kia Finance, we deliver innovative financing, leasing, and insurance solutions to more than 3 million customers and businesses nationwide.

We're a company driven by growth, innovation, and people. At HCA, you'll find opportunities to build new skills, expand your career, and make a real impact-while working in a diverse, inclusive, and values-driven environment. We're proud to support our communities through volunteerism, philanthropy, and engaged Employee Resource Groups.

If you're looking for a fast-paced, collaborative workplace where your ideas matter, join us as we lead the future of financing freedom of movement. Apply today.

WHAT YOU WILL DO

The SCRA Servicing Associate is responsible for processing SCRA and military service-related requests, validating supporting documentation, determining benefit eligibility, and completing account updates in accordance with established policies, procedures, and regulatory requirements. This role supports accurate and timely benefit administration, compliance monitoring, documentation, and resolution of non-routine servicing matters through coordination with internal business partners.

HOW YOU WILL MAKE AN IMPACT

• Documentation Review and Eligibility Determination: Review SCRA and military service requests, validate supporting documentation, determine benefit eligibility, and complete approval, decline, cancellation, or follow-up actions in accordance with established procedures and regulatory requirements.
• Benefit Processing and Account Updates: Process SCRA benefit implementation and account updates, including retail annual percentage rate adjustments, fee waivers, refunds, deferments, cancellations, lease return coordination, pickup monitoring, and related servicing actions required to administer approved benefits.
• Case Management, Research, and Communications: Manage assigned SCRA case activity, including inbox review, research, documentation, outbound letters, email and SMS communications, CARE expedited requests, complaint support, customer status notifications, and limited customer follow-up when needed to clarify documentation or obtain required information.
• Compliance Monitoring and Quality Support: Support compliance assurance activities, including First Line of Defense monitoring, portfolio reviews, audit evidence preparation, remediation tracking, quality validation, and documentation support to help ensure SCRA processing is accurate, complete, and timely.

Qualifications

WHAT YOU WILL BRING TO THE ROLE

• Minimum 2-4 years of related experience in account servicing, auto finance, loan or lease operations, customer service, compliance support, or back-office processing.
• Experience reviewing documentation, processing regulated customer requests, performing account maintenance, or supporting compliance-sensitive servicing activities preferred.
• Bilingual proficiency a plus.
• High School Diploma or GED required.
• Bachelor's degree or equivalent work experience preferred.
• Familiarity with Servicemembers Civil Relief Act policies, military servicing requirements, benefit eligibility standards, and related account processing procedures.
• Ability to review military documents, research account history, determine appropriate account disposition, and document processing decisions accurately and consistently.
• Ability to analyze account information, apply established procedures to non-routine servicing requests, identify potential compliance or processing issues, and escalate matters requiring additional review.
• Strong attention to detail when performing account updates, annual percentage rate adjustments, fee waivers, refunds, deferments, cancellations, and lease return processing.
• Effective written and verbal communication skills to prepare customer notifications, respond to internal inquiries, and support complaint, audit, or compliance-related documentation.
• Strong organizational and time-management skills to manage assigned cases, inbox activity, follow-up tasks, compliance deadlines, and multiple processing queues.
• Ability to work under pressure, adapt to changing priorities, and meet established timeframes, key performance indicators, policies, procedures, and compliance requirements.
• Ability to collaborate effectively with Front Office, Legal, Compliance, Internal Audit, CARE,
• Operations Leadership, and other departments to resolve servicing needs and escalate exceptions.
• Proven tr