Back Office Agent

Introduction:

The Back Office Agent is responsible for the accurate and timely processing of matured auto lease accounts within an auto finance environment. This role supports the end of lease lifecycle by reviewing, validating, and finalizing customer lease maturity transactions across multiple internal systems. The agent ensures all activities adhere to established business rules, legal obligations, and privacy requirements while maintaining a professional and customer focused approach.

Responsibilities:

1. Review, analyze, and process customer matured lease accounts using multiple processing systems and databases.
2. Ensure all end of lease requests—such as turn in processing, payoff verification, extensions, reinstatements, and account closure—are completed accurately and in line with internal standards.
3. Identify any discrepancies in account data and resolve them promptly by following appropriate escalation or correction procedures.
4. Validate customer identity and account ownership to ensure proper handling of personally identifiable information (PII).
5. Confirm accuracy of customer, vehicle, and contract details before making updates or processing transactions.
6. Document all actions and decisions clearly and thoroughly in required systems of record.
7. Maintain accurate audit trails to support compliance, reporting, and future account review.
8. Follow all applicable Business Rules, Standard Operating Procedures (SOPs), and regulatory requirements related to auto finance and lease end servicing.

Requirements:

Required Skills & Qualifications:

• High school diploma or equivalent; post secondary education preferred.
• Prior experience in auto finance, back office operations, leasing, or financial services is an advantage.
• Strong attention to detail and ability to follow defined business rules and procedures.
• Proficiency navigating multiple systems simultaneously and working with digital documentation.
• Ability to manage confidential information professionally and comply with privacy protocols.
• Strong written communication, analytical thinking, and problem-solving abilities.
• Ability to work independently while meeting productivity, accuracy, and quality performance metrics.