Job Family: Business Operations

Responsible for the day-to-day operations of the company’s business units. Aims to deliver superior service to clients by driving and optimizing the effectiveness and efficiency of people, processes and technology thereby enhancing financial performance, increasing investment capacity, and managing risk. Builds the sustainable repeatable capabilities that support delivery of the highest standards of service and execution. Analyzes and reviews data tools, business processes and operational standards to execute service delivery. Evaluates and ensures that operations meet company objectives, business needs, service agreements and relevant requirements. Researches and monitors external landscape to identify developments and translate them into operational implications for the company.

Job Function: Auto Loan & Lease Fulfillment

Accountable for the completion of transactional account processes, including: Repair Claims, Total Loss Claims; Title Release requests and ensures accurate posting of all transactions to customer accounts. Liaises with customers and third parties to resolve open issues in alignment to internal processes and external regulations. Supports respectful customer experiences throughout life of loan.

Summary of Responsibilities:

The Sr. Representative, Process Fulfillment is responsible for the administration and completion of all account processing. S/he adheres to and follows all established standards of procedures and guidelines, as well as State, Federal and Local laws to protect the Consumer and Company. Additionally, s/he liaises with customers and third parties to resolve open issues in alignment to internal processes and external regulations.

Essential Functions:

  • Handles account processing, including: Insurance Claims, Title Releases, and Unperfected Lien follow up.
  • Organizes and completes work accurately and in accordance with established measures/deadlines and assigned goals.
  • Reviews and approves all customer related refunds to ensure accurate accounting and compliance to policies and procedures.
  • Liaises with customers and third parties to resolve open issues in alignment to internal processes and external regulations.
  • Contacts account holders to request all associated documentation required for compliance, regulatory, and processing.
  • Monitors accounts and initiates contact with customers or agencies on account updates.
  • Updates the system with proper documentation for research, tracking, reconciliation and repository purposes.
  • Documents and tracks all account activity in system of record.
  • Identifies and resolves issues within assigned scope.
  • Maintains knowledge and of all department processes
  • Additional duties as assigned.

Other Functions:

  • Other duties as assigned.


  • Education –
    • Bachelor’s Degree: Business, Accounting, Finance or equivalent degree.
    • or equivalent work experience: Equivalent combination of education and experience may be substituted in lieu of degree.
  • Experience –
    • 0-3 years
  • Skills & Abilities –
    • Demonstrates a sense of responsibility for one ‘ s work, e.g., proactive in identifying issues, prepared to address concerns/questions, makes recommendations.
    • Intermediate to Advanced PC skills, including Microsoft Office (Excel, PowerPoint, Word, Outlook).
    • Flexibility, adaptability, and acceptance of change in a dynamic financial environment.
    • Strong problem solving, planning, organizational and prioritization skills.
    • Strong written and verbal communication skills.
    • Strong analytical and problem solving skills.
    • Strong time management and organizational skills.
    • Excellent written and verbal communication skills.
    • Ability to work effectively as a team member.
    • Ability to adhere to policies, procedures, and instructions of management.
    • Ability to handle multiple tasks simultaneously.


  • Change Orientation – Support for Change:
    • Foundational – Learning and Developing
      • Learns new methods and procedures or modifies them to meet new standards
      • Is positive about new approaches and methods resulting from change

  • Collaboration – Teamwork:
    • Foundational – Learning and Developing
      • Works effectively in team settings
      • Shows appreciation for others’ help and lends a hand when needed to complete shared tasks

  • Customer Focus – Customer Satisfaction:
    • Foundational – Learning and Developing
      • Demonstrates the organization’s customer service standards

  • Execution – Accountability:
    • Foundational – Learning and Developing
      • Maintains professional behavior at all times in representing the company
      • Does all routine work accurately and on-time; is aware of own impact on others

  • Execution – Initiative:
    • Foundational – Learning and Developing
      • Displays a can-do attitude and willingness to learn
      • Proactively clarifies one’s tasks and responsibilities

  • Influence – Information Sharing:
    • Foundational – Learning and Developing
      • Openly and proactively shares information

  • Problem Solving – Problem Identification:
    • Foundational – Learning and Developing
      • Defines issues accurately and identifies the critical components

  • Risk Management – Knowledge of Risk Management Policies, Regulations, Processes and Procedures:
    • Foundational – Learning and Developing
      • Learns about and diligently follows established risk management policies, processes and procedures

Working Conditions:

  • Frequently: Minimal physical effort such as sitting, standing, and walking.
  • Occasional moving and lifting of equipment and furniture is required to support onsite and offsite meeting setup and teardown.
  • Physically capable of lifting up to fifty pounds, able to bend, kneel, climb ladders.

Employer’s Rights:

  • This job description does not list all the duties of the job.  You may be asked by your supervisors or managers to perform other duties.  You will be evaluated in part based upon your performance of the tasks listed in this job description.
  • The employer has the right to revise this job description at any time.  This job description is not a contract for employment, and either you or the employer may terminate employment at any time, for any reason.