Sr. Resolution Analyst

Stellantis Financial Services US; Houston (TX); On-site; USD 65,000 - 90,000; Full time

Job summary

Stellantis Financial Services in Houston is seeking a Senior Resolution Analyst to investigate and resolve post-funding and title-related complaints, ensuring timely and compliant resolutions across all tasks.

You will coordinate with dealers, customers, and multiple internal teams, handle VIN corrections and SOC substitutions, and ensure accurate payment application and title releases in accordance with laws.

Qualifications

• Proven ability to handle complaints and resolve complex issues.
• Strong problem-solving and decision-making skills.
• Excellent verbal and written communication across departments.

Responsibilities

• Investigate and resolve customer complaints and identify root causes.
• Handle post funding tasks: VIN corrections, account unwinds, SOC substitutions, settlements.
• Coordinate with dealers, customers and internal teams to resolve requests efficiently.
• Ensure payments are applied correctly and refunds processed; titles corrected per federal laws.

Skills

Complaint handling

Problem solving

Verbal communication

Written communication

Interpersonal skills

Detail-oriented

Teamwork

Education

High School Diploma or GED

Tools

Microsoft Office Suite

Adobe Acrobat

Job description

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Stellantis Financial Services (SFS) is the new captive finance company for one of the world's leading automakers and a mobility provider with iconic brands including Abarth, Alfa Romeo, Chrysler, Citroën, Dodge, DS Automobiles, Fiat, Jeep, Lancia, Maserati, Opel, Peugeot, Ram, Vauxhall, Free2move and Leasys.

Our exciting growth provides opportunities to advance your career as we successfully lead products and services from a small to midsize company in just a few years. Join our world class team and culture and contribute to our core mission which is enhancing our customer's experience.

Position Summary

The Senior Resolution Analyst will be responsible for investigating and resolving complaints, analyzing data, and providing timely and effective resolutions to problems for all Post Funding and Title tasks. This role ensures the efficient use of company resources and technical capabilities to achieve targeted performance standards while remaining in compliance with applicable state and federal laws.

Handle processing of post funding tasks such as, VIN corrections, account unwinds, substitution of collateral (SOC) requests, and negotiations of settlements.

Investigate and analyze customer complaints to identify root causes and implement appropriate solutions.

Coordinate and act as a liaison between dealers, customers, marketing, accounting, accounting, credit reporting, compliance and multiple originations and servicing departments as needed to resolve the requests received.

Research and handle complex title discrepancies.

Research and ensure that payments are applied correctly, and refunds are processed when needed. Titles are corrected and released as required by Federal laws and regulations.

Assist team lead with reviewing and assigning cases appropriately in the Post Funding queue in Salesforce.

Handle titles and post funding inquiries, escalations and correspondence to ensure work is completed in compliance with established service levels.

May assist with handling of escalated calls and assist with the training of the staff to ensure that we are providing superior customer service in compliance with departmental, company, state and federal guidelines and standards.

Maintains confidentiality with regular access to specified personal information of consumers, including, but not limited to, Social Security numbers and dates of birth.

Perform other ad hoc duties as assigned.

Qualifications and Competencies Required

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

Required Experience

Minimum 5 years’ experience in loan originations and/or servicing experience required. (i.e. loan processing, funding, underwriting, collections, titles processing and account services.

Education

High School Diploma or/ GED.

Skills

Prior experience in operations adept in complaint handling, resolving complex issues, and negotiating loan terms is highly desirable.

Strong problem-solving skills with the ability to analyze information and make sound decisions.

Excellent verbal and written communication skills, with the ability to convey complex information in a clear and concise manner.

Exceptional interpersonal skills, with the ability to remain calm and professional while dealing with dissatisfied customers, dealers and various departments within the organization.

Detail-oriented with a keen eye for accuracy and an ability to multitask effectively.

Ability to work collaboratively as part of a team and independently.

Proficient in using Microsoft Office Suite (Excel, Word, & PowerPoint) and Adobe acrobat

Overtime required – required on an as needed basis.

Travel 0-10% - as required on an as needed basis.

Must have reliable transportation and live within a commutable distance to one of the following cities: Houston, TX

Qualifications Preferred

Experience – Minimum 5 years loan processing or title processing experience or higher-level education, a combination of education and experience is acceptable. Auto finance experience specific to retail and lease.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this Job, the employee is regularly required to sit; use hands to finger, handle, or feel; reach with hands and arms and talk or hear. The employee is occasionally required to stand; walk and stoop, kneel, crouch, or crawl. The employee must occasionally lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision.

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually moderate.

Schedule

This position is an in-office role, requiring in-office presence up to 5 days a week. This position requires the ability to work various shifts to accommodate business needs. Typically, between the hours of 8AM-6PM Monday through Friday and on weekends as needed. Travel is required 10% of the time.

An applicant must be authorized to work in the United States to be eligible for this position. Stellantis Financial Services, Inc. will not sponsor applicants for work visas of any type for this position.

Stellantis Financial Services, Inc (SFS) is an equal opportunity employer and is committed to providing its employees an environment that is free of harassment, discrimination, and intimidation. It is the policy of SFS to comply with all applicable employment laws and regulations and to provide equal opportunity for all qualified persons and to not discriminate against any employee or applicant for employment because of race, color, religion, sex, age, national origin, disability, pregnancy, sexual orientation, veteran status, gender identity or expression, change of sex, and/or transgender status or any protected status. Candidates must possess authorization to work in the United States. This policy applies to recruitment and placement, promotion, training, transfer, retention, rate of pay and all other terms and conditions of employment. Employment and promotion decisions will be based solely on merit, ability, achievement, experience, conduct and other legitimate business reasons.