Job description

At Exeter Finance, we are committed to helping customers find the right financing for their next vehicle purchase. By building strong relationships with our customers and network of dealer partners we are able to give options that make sense, getting customers behind the wheel of their car.

Every team member is integral to our success. Whether you’re at a servicing center helping customers with their loans, in the field building relationships with dealers, or supporting the company from its corporate offices, you'll enjoy a nurturing, invigorating and positive work environment.

Our vision is to be a premier finance company and lender of choice known for its People, Performance and Service.

Job Description

Job Summary

The Investigation Analyst I is responsible for the logging of customer complaints received internally or through external entities and/or agencies. The Analyst is responsible for conducting the research to resolve the complaint, determine root cause and provide written response within the allocated timelines. Research may include working with business line leadership, regulators, and customers. The Analyst will conduct analysis of complaint data to understand where trends, issues and/opportunities may exist.

Job Duties

• Research and resolve customer complaints received internally or through external entities/agencies.
• Collaborate with business leaders, regulators, and customers to determine root causes and implement solutions.
• Provide detailed written responses to complaints within established timelines.
• Analyze complaint data to identify trends, issues, and opportunities for process improvements.
• Review applications and accounts for potential misrepresentation, synthetic identity fraud, or other risks.
• Conduct end-to-end investigations of identity theft claims, including document analysis and verification.
• Execute post-funding controls to identify potential fraud or misuse.
• Maintain knowledge of emerging trends and industry best practices related to fraud prevention.
• Partner with internal teams, regulators, and external agencies to address issues effectively.
• Communicate findings clearly and professionally to all relevant stakeholders.

Education and Work Experience

High school diploma or equivalent
1+ years in auto finance operations
Experience in customer service, customer experience, or a similar role focused on customer advocacy or feedback analysis.
Strong analytical and investigative skills with attention to detail and the ability to interpret customer feedback, identify trends, and generate actionable insights.
Excellent written and verbal communication abilities.
Knowledge of regulatory requirements, fraud prevention techniques, and complaint resolution processes.
Ability to manage multiple priorities in a deadline-driven environment.
Proficiency in data analysis tools and software is a plus.

#LI-Remote

Exeter Finance LLC is an Equal Opportunity Employer.

Individual compensation packages are based on various factors unique to each candidate including

skill set, experience, qualifications and other job-related reasons.

19.00 USD-$23.50

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