Sr. SCRA Servicing Associate

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 Sr. SCRA Servicing Associate will act as the team leader to provide process coaching to team members for the daily operational activities of the SCRA HonorCare Team to ensure the team delivers superior customer experience by executing effective active listening, excellent communication, and problem solving to address customer needs. Primary responsibilities include facilitating coaching and development, real-time escalated complaint management, performance monitoring of SCRA service and KPIs, process improvements, compliance, and Servicing support tasks.

HOW YOU WILL MAKE AN IMPACT

• Assign and monitor team workload and prioritize tasks to ensure timely compliance with SCRA and VTC requirements, ensure equal work distribution for SLA adherence.

• Create and update training materials, jobs aids/Knowledge Hub articles and draft policy & procedure documents. Facilitate training and continuing education on military processes and provide coaching to enhance agent skills.

• Perform first line of defense testing & reporting and perform Business Process Control audit activities for accuracy and complaint mitigation in call services and back-office processes. Proactively provide feedback to stakeholders on identified operational red flags.

• Assist unit lead in documenting complaint analysis and service issue trends to the leadership team and corresponding departments. Escalate and track IT system roadblocks to process execution.

• Identify areas of opportunities and process improvements that positively impact the customer experience. Collaborate with leadership, Training and QA teams to recommend potential coaching opportunities or policy changes to improve customer satisfaction.

WHAT YOU WILL BRING TO THE ROLE

• Minimum 4-6 years related experience in a call center performing Collections, Servicing, Credit or Funding roles including escalation experience.

• High School Diploma or GED required.

• Bachelor’s degree or equivalent work experience preferred.

• Excellent verbal and written communication skills coupled with the ability to exercise good judgment and discretion.

• Proven ability to multi-task, pay close attention to detail, and ability to work in fast paced environment.

• Familiarity with Servicemembers Civil Relief Act (SCRA) policies and procedures.

• Proven ability to train and coach peers.

• Demonstrated negotiation skills to work with consumers to resolve issues.

• Proven ability to effectively resolve customer concerns.

• Proficient with Microsoft office including intermediate level with Excel.

• Must have a proactive approach to responsibilities and the ability to organize and prioritize multiple tasks.

• Proven track record with delivering seamless customer experiences.

• Ability to thrive in a performance coaching environment.

WE TAKE CARE OF OUR PEOPLE

At HCA, our people drive our success. That’s why we offer a competitive rewards package that supports your health, financial future, and overall wellbeing—at work and beyond.

Benefits Highlights

• Vehicle perks – monthly vehicle allowance plus purchase and lease discounts

• Comprehensive health coverage – medical, dental, and vision plans

• Employer-funded HSA contributions to help reduce healthcare costs

• 401(k) with company match and immediate vesting from day one

• 100% company-paid life and disability insurance

• Wellbeing benefits including fitness and health resources

• Leadership programs and career development that support continuous learning

• Paid Volunteer Time Off and a company charitable donation in your honor

Because great benefits help you thrive—personally and professionally.

WHAT HAPPENS NEXT

Express your interest by submitting an application. Once your application is received, our recruiting team will review your application to see if you meet the basic and preferred qualifications listed on the job description. For more information on our culture, visit our careers page.

OTHER DETAILS

Our Company is an equal opportunity employer committed to fostering a diverse, inclusive, and respectful workplace—because we believe diversity builds stronger teams. We comply with all applicable federal, state, and local equal employment opportunity laws and do not discriminate on the basis of race, religion or creed, color, national origin, ancestry, caste, citizenship, sex or gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity or expression, age, disability, medical condition, genetic information, marital status, family care or medical leave status, military or veteran status, political affiliation, or any other characteristic protected by law. Information provided during the application process is requested in good faith and will be used solely in accordance with applicable employment laws.

California Privacy Notice

This notice only applies to our applicants who reside in the State of California.

The latest version of our Privacy Policy can be found here. This Privacy Policy provides you with notice, at or before the point of collection, about the categories of personal information to be collected from you, the purposes for which your personal information is collected or used, and whether that information is sold or shared, so that you can exercise meaningful control over our use of your personal information. We are providing this notice to comply with the California Consumer Privacy Act of 2018, as amended by the California Privacy Rights Act of 2020 (“CCPA”). 

If you have any questions about CCPA regarding California residents or HCA team members, please contact the Privacy Team at [email protected].