Account Specialist II - Lease to Loan Call Center Offshore (Consumer & Community Banking)

Job Description :

Help customers take the next step with confidence as they move from lease to loan. You will deliver timely, accurate guidance and create a smooth, supportive experience from first question through completion. If you enjoy solving problems, communicating clearly, and working with details that matter, this role offers meaningful daily impact.

As an Auto Loan Account Specialist in the auto lending operations team, you will provide frontline support to customers transitioning from an auto lease to an auto loan, helping them understand requirements and complete the process smoothly. You will manage customer interactions, track application progress, and coordinate with internal partners to support timely, accurate outcomes.

Job responsibilities

• Respond to inbound and outbound customer calls related to lease-to-loan requests and general account questions
• Guide customers through application steps, required documentation, and next actions to support on-time completion
• Monitor application status and follow up on missing or incomplete information to keep processing on track
• Communicate decisions, disclosures, and key terms in a clear, customer-friendly manner while following required procedures
• Verify loan and closing details for completeness and accuracy prior to document preparation

• Escalate or route requests to the appropriate internal teams to support efficient resolution and customer satisfaction

Required qualifications, capabilities and skills

• Experience providing customer support in a financial services, automotive, or related environment
• Strong verbal and written communication skills, including the ability to explain processes and requirements clearly
• Strong attention to detail and organizational skills to manage documentation and application steps accurately
• Ability to manage multiple priorities independently in a fast-paced, customer-facing setting

• Proficiency with standard productivity tools and customer relationship management systems

Preferred qualifications, capabilities and skills

• Experience supporting auto lending or lease-end servicing processes
• Experience reviewing documentation for completeness and accuracy in a regulated environment
• Experience handling high-volume phone interactions while maintaining service quality
• Familiarity with loan disclosures, customer communications, and process controls

All application requirements (including updated resume - please include specifics of your career) should be posted, submitted and completed in the Oracle tool.

In partnership, Hiring Managers and Recruiters will review applications to determine which candidates best meet the required skills and experience specified in the job description. While not every application will result in an interview, applications will be acknowledged.