Lead Business Services Specialist (NextGear Capital)

Cox Enterprises; Indianapolis (IN); On-site; USD 45,000 - 60,000; Full time

Job summary

NextGear Capital is seeking a Lead Business Services Specialist to accurately process vehicle titles, verify information, and resolve issues for internal and external clients. This role also covers title processing, shipping, and cross-training team members.

The schedule is Monday through Friday, 10AM to 7PM, with strong MS Office and title handling experience required. You will collaborate with Records leadership to ensure vault operations and policy compliance.

Qualifications

• Must have title handling experience and proficiency with MS Office.
• Strong organizational and time-management skills.
• Detail-oriented with effective communication and customer service.
• Ability to work with limited supervision on complex issues.
• HS diploma or GED with related field experience.

Responsibilities

• Process, sort, and deliver incoming mail.
• Prepare titles and documents for scanning.
• Scan, verify, and link titles to barcoded folders.
• File and retrieve folders from a secure vault repository.
• Print waybills and ship outgoing titles.
• Operate mail processing equipment and maintain workspace.
• Respond to client title shipping questions by email, ServiceNOW, or phone.
• Escalate issues when necessary and assist Records leadership.

Skills

Microsoft Office

Title handling experience

Time management

Detail orientation

Communication skills

Independent work

Education

HS Diploma or GED with related experience

Tools

Salesforce

Job description

The Lead Business Services Specialist position will be responsible for the accurate and efficient processing of vehicle titles by verifying title information is correct and interacting with both internal and external clients to resolve title processing issues. Additional responsibilities will include thorough knowledge of departmental policies and procedures for title processing & shipment, title follow-up, maintaining knowledge of current motor vehicle titling requirements, and handling escalated client issues. Through training and mentoring, the Lead Business Services Specialist will continue to develop their skill base and knowledge of relevant US Federal, State, and Territory title information, internal policies and procedures, and the NextGear standard for customer service, as well as cross-training Business Services Specialist I & II team members.

The schedule for this position is Monday through Friday from 10AM to 7PM.

Key Responsibilities:

• Process/sort/deliver incoming mail.
• Prepare titles and associated documents for scanning.
• Scan/verify/associate titles to barcoded folders.
• File folders in a secure vault repository.
• Retrieve folders/documents from a secure vault repository.
• Print waybills and ship/release outgoing titles.
• Operate mail processing equipment, clean equipment (i.e. scanners and printers), and organize workspace.
• Adapt and adjust to changes in the work environment due to unexpected operations delays or events.
• Answer communications by email, ServiceNOW ticket, or phone from all clients on title shipping questions and
• issues to resolution, escalating if necessary.
• Answer routine questions, follow guidelines, and use judgment based on experience.
• Assist with escalated issues within the department.
• Release a NextGear Capital lien on collateral that has been paid in full according to policy.
• Troubleshoot and resolve title scanning issues in assistance with Titles & Records leadership.
• Research folders for missing titles/documents.
• Assist in cross-training new and existing team members.
• Work closely with Records leadership for vault/mail room issues and operations.
• Assist Supervisor, Business Services in an operational capacity (does not include employee relations).
• Follow instructions and maintain workflow standards with integrity.
• Attain production, quality goals, and metric standards in accordance with Titles & Records department
• guidelines, such as productivity percentage, etc.
• Adhere to all NextGear Capital & Cox Automotive company policies and procedures regarding attendance and
• conduct.
• Additional assigned tasks as directed by Titles & Records leadership.

Required Experience:

• Must be proficient with Microsoft Office Suite.
• Must have previous motor vehicle title and title handling experience.
• Must have strong organizational and time management skills.
• Must be detail orientated.
• Must display effective communication skills and customer service attitude.
• Must display ability to work under limited supervision, exercising judgement on advanced and complex issues.
• High School Diploma/GED and 7 years’ experience in a related field.
• OR the right candidate could also have a different combination, such as any level degree/certification beyond a HS diploma/GED in a related discipline and 5 years’ experience;
• OR 9 years’ experience in a related field

Preferred Skills:

• Extensive knowledge of NextGear Capital/Cox Automotive business, policies, and procedures is highly desired.
• Extensive TMS/NGen/Discover/Perceive/Salesforce knowledge preferred but not required.

Physical Demands:

• Ability to sit, stand, bend, reach for and pulling of folders for extended periods of time.
• Ability to perform routine and repetitive production work.
• Ability to lift up to 35lbs, and push/pull up to1200lbs on lift jack.