Specialized Service Specialist II

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.

The Specialized Service Specialist II is responsible for executing daily functions within the Specialized Service department, including processes related to Total Loss and Insurance/Rebate cancellations. This role requires close collaboration with internal departments to ensure the accurate and timely delivery of services. The Specialist will provide exceptional support to both internal and external customers and clients, maintaining compliance with company policies and regulatory standards.

• Handle all inbound phone calls with a focus on customer service excellence; review, document, and follow up with outbound calls as needed.
• Monitor in‑house check payments received from dealerships or insurance providers; update customer accounts with accurate payment details, insurance, and/or title information.
• Independently manage and process Total Loss and Rebate claims with greater complexity to ensure timely resolution and compliance with applicable laws.
• Collaborate with dealership partners while executing comprehensive investigations into refund procedures and eligibility criteria.
• Review, update, and follow up on financial documents, contracts, and payoff statements to ensure accuracy and proper claim settlements for Lease and Retail accounts.
• Calculate, reconcile, and prepare warranty refunds for management approval, including escalated or disputed cases.
• Maintain detailed records and documentation of all reinstatement and refund activities to support audit readiness and operational transparency.
• Additional duties may be assigned as needed to support departmental or organizational objectives.

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.

• Minimum of (3) years of experience in Auto Collection and/or Customer Service experience, Repossession, Title and Auto Insurance.
• Demonstrated experience handling complex servicing scenarios such as customer complaints, repossession, Total Loss / Rebate refunds and/or Title processes.

• High School Diploma / GED

• Overtime required – required on an as needed basis.
• Must have reliable transportation and live within a commutable distance to one of the following cities: Atlanta, GA;

• Strong ability to review and interpret complex claim documentation, financial statement, and payoff/rebate calculation with minimal supervision.
• Demonstrated experience in processing total loss and rebate claims, including escalated or disputed claims with lease and retail accounts.
• Have strong mathematical skills, including the ability to calculate rebates, process payments, and reconcile totals across various units of measurements using whole numbers, fractions, and decimals.
• Ability to follow detailed instructions and standard operating procedures to ensure accurate claims and rebate processing.
• Advance proficiency in MS Excel, MS Word, and MS Access (or similar database and reporting tools). Clear and legible handwriting for accurate documentation.
• In-depth knowledge of state and federal regulations related to insurance claims, rebates, consumer finance, and collection practices.
• Excellent written and verbal communication skills, with the ability to interact professionally with customers, financial institutions, insurers, and internal stakeholders.

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…