SCRA Support & Case Specialist

Hyundai Capital America; Irvine (CA); On-site; USD 48,000 - 64,000; Full time

Benefits offered by this job

Vehicle perks

Comprehensive health coverage

401(k) with company match

Job summary

Hyundai Capital America is seeking a SCRA Service Associate to support military customers and SCRA servicing activities, balancing front-office inquiries with back-office processing. You will collect documentation, create service requests, and coordinate case resolution in compliance with federal regulations.

Ideal candidates have 2–4 years in customer service or case management, experience with documentation review, and familiarity with SCRA requirements.

Qualifications

• Minimum 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

Responsibilities

• 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.
• 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.
• 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.
• Maintain accurate case notes, account records, and service request documentation; monitor assigned work and process requests within established timeframes and performance standards; apply HCA policies, procedures, and compliance requirements; and escalate exceptions or complex matters as appropriate.

Skills

Customer service

Case management

Back-office processing

Attention to detail

Bilingual

Call center operations

Education

High School diploma or GED

Bachelor’s degree or equivalent

Tools

Case management systems

Job description

Hyundai Capital America is seeking a SCRA Service Associate to support military customers and SCRA servicing activities, balancing front-office inquiries with back-office processing. You will collect documentation, create service requests, and coordinate case resolution in compliance with federal regulations.

Ideal candidates have 2–4 years in customer service or case management, experience with documentation review, and familiarity with SCRA requirements.