Sr. Dealer Support Specialist

First Investors Financial Services • Phoenix, AZ

194d

About The Position

The Sr. Dealer Support Specialist is responsible for handling a high volume of incoming dealer and customer calls for retail and business, and responds to various inquiries including, but not limited to, status of loan in processing, pending items required to complete funding process, completion of customer welcome call, managing inbound fax mailboxes, and answering dealer reserve/accounting questions. Provides white glove service and notates the Loan Origination System for each call.

Requirements

• Minimum 2 years' experience in auto finance as a Loan Processor or a similar position.
• High school diploma and or/GED.
• In-depth knowledge of loan processing procedures, regulations, and guidelines.
• Efficient analytical and mathematical skills.
• Excellent written and oral communication and customer service skills.
• Ability to work efficiently in a fast-paced environment.
• Proficient in using Microsoft Office Suite.

Responsibilities

• Resolve funding related questions by clarifying the dealer's request, determining the solution or answer, provide resolution to dealer and following up as necessary.
• Complete customer welcome calls as needed by contacting customer and following scripting to ensure consistent, accurate and professional interaction, providing white glove service.
• Engage Credit and Funding to resolve any discrepancies or concerns.
• Acquire and clear stipulations when dealer contacts Dealer Support Department to provide requested stipulation information.
• Handle overflow calls from Credit department phone queue, answer dealer questions, provide updates, internal message Credit if necessary to provide resolution and document Loan Origination System as needed for follow up by Credit.
• Meet daily, weekly, and monthly production goals such as calls, availability, talk-time, phone error percentage, welcome calls completed and problem resolution.
• Processing trailing documents by managing multiple mailboxes.
• Meeting business requirements with Chat function to dealerships.
• Provide contacts with courteous and highly professional service: dealers, customers, third parties and internal staff.
• Maintain confidentiality when accessing personal information of consumers, including, but not limited to, Social Security numbers and dates of birth.
• Perform other ad-hoc tasks and duties as assigned.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Industry: Credit Intermediation and Related Activities
• Education Level: High school or GED