SCRA Service Specialist – Front & Back Office

Hyundai Capital America; Atlanta (GA); On-site; USD 42,000 - 62,000; Full time

Job summary

Hyundai Capital America seeks an SCRA Service Associate to support military customers through front- and back-office servicing. You’ll assess needs, collect documentation, and create service requests while processing SCRA benefits and coordinating case resolutions in a regulated environment.

You’ll divide time between customer interactions and backend processing, ensuring timely, accurate service and adherence to federal requirements. Strong multitasking and documentation skills are essential.

Qualifications

• 2–4 years of related experience in customer service, call center operations, account servicing, case management, or back-office processing.
• Experience handling customer inquiries, reviewing documentation, maintaining account records, and processing or routing service requests.
• Experience in auto finance, lease servicing, or another regulated servicing environment is beneficial.
• Bilingual proficiency is a plus.
• Experience with case management systems preferred.
• High School diploma or GED required.
• Bachelor’s degree or equivalent work experience preferred.
• Knowledge of customer servicing, case management, documentation review, and account processing practices.
• Familiarity with SCRA requirements, military servicing activities, or other regulated servicing processes.

Responsibilities

• Front-Office: handle inbound interactions from military customers, authorized third parties, dealers, and internal partners regarding SCRA benefits and military servicing needs. Assess requests, collect required information and documentation, answer servicing questions, and create accurate service requests for lease returns, vehicle transportation, retail interest rate reductions, complaints, and other servicing matters.
• Follow-Up: initiate outbound communications to customers and dealers to clarify needs, obtain missing documentation, provide status updates, explain requirements, follow up on billing or vehicle grounding requests, and support timely resolution of open or escalated matters.
• Back-Office Review: review assigned cases and supporting documentation for completeness and eligibility; process approved SCRA benefits and military servicing actions, including interest rate and fee modifications, refunds, deferments, lease returns, and vehicle transportation requests; update account records and coordinate with internal departments to complete case resolution.
• Case Management and Compliance: maintain accurate case notes, account records, and service request documentation; monitor assigned work and process requests within established timeframes and performance standards; apply policies, procedures, and compliance requirements; elevate exceptions or complex matters as appropriate.
• Inquiry Response and Cross-Functional Support: respond to internal and external inquiries regarding military policies, required documentation, case status, and completed servicing actions, and collaborate with business partners to support outcomes.

Skills

Customer service

Call center

Case management

Account processing

Multitasking

Education

High School diploma or GED

Bachelor's degree or equivalent

Tools

Case management software

CRM systems

Job description

Hyundai Capital America seeks an SCRA Service Associate to support military customers through front- and back-office servicing. You’ll assess needs, collect documentation, and create service requests while processing SCRA benefits and coordinating case resolutions in a regulated environment.

You’ll divide time between customer interactions and backend processing, ensuring timely, accurate service and adherence to federal requirements. Strong multitasking and documentation skills are essential.