Luxury Automotive Financial Services Specialist

The Luxury Automotive Financial Services Specialist will manage automotive finance accounts, resolve complex customer inquiries, coordinate with underwriting and funding teams, and deliver a concierge-level customer experience that reflects the standards of a luxury automotive brand while ensuring compliance with company policies and regulatory requirements.

• Deliver a concierge-level customer experience that reflects the standards of a luxury automotive brand.
• Assist customers with lease and loan servicing inquiries, including account maintenance, payment questions, payoff quotes, lease maturity options, contract modifications, and documentation requests.
• Explain automotive financing products, lease terms, payment structures, and available account options in a clear, professional, and customer-focused manner.
• Support customers throughout the financing process by collecting required documentation, providing application and funding status updates, and coordinating with underwriting and credit teams.
• Serve as the primary liaison between customers, luxury automotive dealerships, financial partners, and internal departments to ensure timely resolution of inquiries and escalated issues.
• Support vehicle funding, delivery, and lease-end processes while identifying opportunities to enhance customer retention and loyalty.
• Research and resolve complex customer account issues while meeting established service level expectations and quality standards.
• Maintain accurate customer records and documentation within servicing systems while ensuring compliance with applicable lending regulations, privacy requirements, and company policies.
• Build strong relationships with customers and business partners by delivering professional, responsive, and solution-oriented service.
• Identify opportunities to improve processes and contribute to a seamless customer experience across all service channels.

• Bachelor's degree in Finance, Business, Economics, Banking, or a related field preferred; equivalent combination of education and relevant work experience will be considered.
• Minimum of two (2) years of experience in customer service within financial services, banking, lending, luxury hospitality, luxury retail, or a high-end automotive environment.
• Experience supporting automotive finance, lending, dealerships, or luxury brands preferred.

• Excellent verbal and written communication skills with the ability to build rapport and deliver a premium customer experience.
• Strong analytical, problem-solving, and conflict resolution skills with the ability to manage complex customer inquiries.
• Ability to multitask and navigate multiple systems while maintaining a high degree of accuracy and attention to detail.
• Proficiency with Microsoft Office Suite and CRM or customer servicing platforms.
• Strong organizational skills with the ability to prioritize workload in a fast-paced, customer-focused environment.
• Demonstrated professionalism, sound judgment, and commitment to confidentiality and regulatory compliance.

• Experience supporting Luxury Automotive Dealerships.
• Experience with Direct Auto Finance Loans.
• Experience working alongside Loan Underwriters or funding teams.
• Previous experience in the automotive finance industry.
• Knowledge of vehicle financing, loan servicing, dealer funding, title processing, or indirect lending.
• Experience working in a high-volume contact center environment.