Customer Service Rep - Vehicle Titles

defi Solutions

New York City, NY, US
  • Job Type: Full-Time
  • Function: Technical/Customer Support
  • Industry: Fintech
  • Post Date: 01/13/2022
  • Website:
  • Company Address:

About defi Solutions

Defi Solutions is a financial services company that provides loan origination solutions and auto loan origination software.

Job Description

Amherst, Amherst, NY, US
Salary Range: $16.5000 To 16.5000 Hourly

About defi SOLUTIONS: 

defi SOLUTIONS partners with captives, banks, credit unions, and finance companies of all types and sizes to allow lenders to focus and transform their operations. The company’s comprehensive suite of originations, servicing, and analytics solutions together with technology-enabled processing services creates a flexible, configurable, and scalable platform that addresses lenders and borrowers ever-evolving needs. defi SOLUTIONS combines the expertise of defi SOLUTIONS and the former Sagent Auto Lending with the backing of Warburg Pincus, Bain Capital Ventures and Fiserv.



What's in it for You?

  • Paid Training
  • Generous Paid Time Off Policy (Annually, you will receive 4 weeks!)
  • Shift Differentials
  • Onsite gym & cafeteria
  • Day One - Comprehensive Benefits Package (Medical, Dental, Vison, Health Savings Account (HSA), 401(K)…and more)
  • Business Casual (We Wear Jeans!)
  • On a bus line (6400 Main Street - Williamsville – across from SUNY ERIE North Campus)
  • Career Advancement Opportunities


About the Role: 

As a Vehicle Titles Specialist, you will work with a dynamic team which is supported by sub-specialties within the Titles Management Department, managing our auto retail & lease portfolios for a wide variety of clients. Working in a fast-paced, multi-tasking environment you will provide world class customer service to clients, vendors, and internal contacts throughout the Titles Management process. You will be key in helping the company achieve desired financial outcomes as defined by client objectives. Our clients included some of the largest financial institutions and automotive finance companies in the United States! You will work diligently to meet current performance standards with extensive quality check points that allows us to exceed client expectations with high customer satisfactory all while working within the assigned SLA’s.



Position Responsibilities by Sub-Specialties: 

Titles Call Team – This team is responsible for handling inbound phone calls from customers, clients, and dealers for all matters related to titles processing. Agents will provide a world class customer experience while answering questions and providing information to callers on how to request action related to vehicle titles. The call team also performs title perfection follow-up for multiple clients -- calling DMVs, dealerships, and customers to secure a perfected title.


Titles Correction Team – This team is responsible for logging any incoming titles into the appropriate Servicer and determining perfection status of said titles. Processing any title corrections needed on any incorrect and/or unacceptable title received. Processing state to state title transfer requests from either the customers or DMVs. Executing the duplicate title process, name changes and copy of title requests, while maintaining the client portfolios and customer accounts during day-to-day follow-up and executing each account queued for review and/or processing.


Titles Payoff Team – This team is responsible for processing the release of liens on titles that have been paid in full or have been deemed a total loss by signing off as lien holder on the appropriate title. Generating and sending a lien release to release the collateral when we are not in possession of the physical titles or releasing the lien via the electronic vendor portal from the state to the appropriate party who paid off the loan. 


Titles Mail Team – This team is responsible for the day-to-day title pulls, title filing and title research that encompasses all aspects of the Titles Department. Also responsible for receiving, reviewing, and distributing mail that flows into the department and needs to be distributed amongst the department specific teams. Matching the titles pulled daily to the appropriate documents prior to being mailed out. 


Titles Remarketing Team – This team is responsible for the titles portion of the remarketing process of terminated accounts (e.g., lease returns, repossessions). Log received titles for sale at auction when applicable; send titles to service to obtain repossession titles in client’s name when required; follow-up on pending actions or requirements from Servicers, Auctions, Clients, Tag Agencies, or internally. Efficient Remarketing Titles efforts support timely vehicle resale transactions to help retain vehicle value and help maximize unit price at auction. 


**Notary Public – Team members are required to obtain their Notary Public.   defi SOLUTIONS will pay for the test, accessories and renewals.  



Required Qualifications:

  • High school diploma or GED
  • Minimum one-year experience in a high-volume, data entry and/or administrative focused role
  • Intermediate proficiency with Windows based software programs (i.e., MS Word, Excel, Outlook)
  • Solid analytical, multi-tasking, critical thinking, and research skills that result in solid decision-making and time management
  • Easily manage through change
  • Strong customer/client focus with the ability to resolve issues with a positive outcome
  • Comfort working in a fast-paced, high-volume office setting with great attention to detail with 100% quality


Prior Qualifications

  • Prior titles or dealership experience


**Pre-employment background, credit, and drug screen required for external candidates.


defi SOLUTIONS is an Equal Opportunity/Affirmative Action Employer

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