Lead Business Services Specialist (NextGear Capital)

The Lead Business Services Specialist position will be responsible for the accurate and efficient processing of vehicle titles by verifying title information is correct and interacting with both internal and external clients to resolve title processing issues. Additional responsibilities will include thorough knowledge of departmental policies and procedures for title processing & shipment, title follow-up, maintaining knowledge of current motor vehicle titling requirements, and handling escalated client issues. Through training and mentoring, the Lead Business Services Specialist will continue to develop their skill base and knowledge of relevant US Federal, State, and Territory title information, internal policies and procedures, and the NextGear standard for customer service, as well as cross-training Business Services Specialist I & II team members.
The schedule for this position is Monday through Friday from 10AM to 7PM.
Key Responsibilities:

• Process/sort/deliver incoming mail.
• Prepare titles and associated documents for scanning.
• Scan/verify/associate titles to barcoded folders.
• File folders in a secure vault repository.
• Retrieve folders/documents from a secure vault repository.
• Print waybills and ship/release outgoing titles.
• Operate mail processing equipment, clean equipment (i.e. scanners and printers), and organize workspace.
• Adapt and adjust to changes in the work environment due to unexpected operations delays or events.
• Answer communications by email, ServiceNOW ticket, or phone from all clients on title shipping questions and
• issues to resolution, escalating if necessary.
• Answer routine questions, follow guidelines, and use judgment based on experience.
• Assist with escalated issues within the department.
• Release a NextGear Capital lien on collateral that has been paid in full according to policy.
• Troubleshoot and resolve title scanning issues in assistance with Titles & Records leadership.
• Research folders for missing titles/documents.
• Assist in cross-training new and existing team members.
• Work closely with Records leadership for vault/mail room issues and operations.
• Assist Supervisor, Business Services in an operational capacity (does not include employee relations).
• Follow instructions and maintain workflow standards with integrity.
• Attain production, quality goals, and metric standards in accordance with Titles & Records department
• guidelines, such as productivity percentage, etc.
• Adhere to all NextGear Capital & Cox Automotive company policies and procedures regarding attendance and
• conduct.
• Additional assigned tasks as directed by Titles & Records leadership.

Required Experience:

• Must be proficient with Microsoft Office Suite.
• Must have previous motor vehicle title and title handling experience.
• Must have strong organizational and time management skills.
• Must be detail orientated.
• Must display effective communication skills and customer service attitude.
• Must display ability to work under limited supervision, exercising judgement on advanced and complex issues.
• High School Diploma/GED and 7 years' experience in a related field.
• OR the right candidate could also have a different combination, such as any level degree/certification beyond a HS diploma/GED in a related discipline and 5 years' experience;
• OR 9 years' experience in a related field

Preferred Skills:

• Extensive knowledge of NextGear Capital/Cox Automotive business, policies, and procedures is highly desired.
• Extensive TMS/NGen/Discover/Perceive/Salesforce knowledge preferred but not required.

Physical Demands:

• Ability to sit, stand, bend, reach for and pulling of folders for extended periods of time.
• Ability to perform routine and repetitive production work.
• Ability to lift up to 35lbs, and push/pull up to1200lbs on lift jack.

USD 22.02 - 33.08 per hour
Compensation:
Hourly pay rate is in the range of $22.02 - $33.08/hour. The hourly base rate may vary within the anticipated range based on factors such as the ultimate location of the position and the selected candidate's knowledge, skills, and abilities. Position may be eligible for additional compensation that may include commission (annual, monthly, etc.) and/or an incentive program.
Benefits:
Employees are eligible to receive a minimum of sixteen hours of paid time off every month and seven paid holidays throughout the calendar year. Employees are also eligible for additional paid time off in the form of bereavement leave, time off to vote, jury duty leave, volunteer time off, military leave, and parental leave.
Applicants must currently be authorized to work in the United States for any employer without current or future sponsorship.
EOE, including disability/vets