CarBucks Credit Support Specialist I

About the Role

Provides assistance to the Credit team. Responsible for managing the application process for dealer financing requests and the pipeline to meet closing deadlines. Acts as a liaison between the client, sales team, and Credit Managers. Delivers outstanding customer service through thorough, timely, and accurate responses to inquiries, needs, or concerns. Contributes to a customer-focused environment to maximize sales productivity and customer service effectiveness.

Responsibilities

• Support dealer financing requests from application to closing.
• Manage the application process to ensure credit requests meet all conditions for closing.
• Familiarize new dealers with company policies and documentation standards; follow up to obtain documents in a timely manner.
• Obtain registration documents such as dealer license, registration, and tax ID number.
• Research, verify, and document the validity and status of dealer’s insurance records, contact information, bank references, Articles of Incorporation, and Uniform Commercial Code (UCC’s).
• Access and review credit reports; research, resolve, or report inconsistencies.
• Ensure all loan documentation is complete, accurate, verified, and complies with company and regulatory policy.
• Scan and upload documents; assemble and compile applicant folders.
• Track and update receipt of customer financial and loan documentation using company software.
• Keep borrowers and Credit Managers informed of loan status from application through closing.
• Answer questions and advise customers regarding loans and transactions.
• Communicate with dealer applicants to obtain business and financial data and assist in completing applications.
• Maintain effective communication with Credit Managers and set proper expectations for all parties.
• Ensure all legal documentation is filed and process dealer account activation.
• Perform contracting tasks, including drafting legal credit resolutions, collaborating with the Bank to create new dealer accounts, and facilitating signatures and supporting documentation.
• Log all contract information into company software.
• Maintain security and compliance controls to protect against fraudulent activity and ensure customer confidentiality.
• Participate in records maintenance and audits in accordance with company policies and regulatory requirements.
• Stay current on financing standards, products, initiatives, and trends through ongoing professional development.
• Maintain knowledge of the automotive industry, state requirements, and documentation standards.
• Prepare various reports by gathering data, summarizing information, and compiling into appropriate formats.
• Review status of production pipelines with Credit Managers for workload prioritization.
• Manage relationships with other areas of the Bank and company to ensure optimal customer satisfaction.
• Work cross-functionally with internal partners and external agents to resolve financing issues.
• Handle incoming mail/email, routing to proper applicant folders; prepare outgoing mail.
• Operate office machines such as photocopiers, scanners, facsimile machines, voice mail systems, and personal computers.
• Answer incoming office phone calls and field customer/dealer inquiries via phone and email.
• Communicate with customers, employees, and others to answer questions, disseminate information, and address complaints.
• Review files, records, and documents to obtain information for responding to requests.
• Perform basic amendments to customer files (e.g., change of address, payoff requests, account changes).
• Handle confidential information with discretion while adhering to policy guidelines.
• Train other staff members on work activities, such as using computer applications.
• Recommend improvements in workflow and procedures.
• Perform other office duties and special functions as delegated by management.

Requirements

• 1-2 years’ experience in an office environment and/or customer service.
• Financial industry experience preferred.
• Good keyboarding skills.
• Exceptional organizational skills, ability to prioritize, detail-oriented, and take initiative.
• Thorough working knowledge of office practices and procedures.
• Proficiency with Microsoft applications, including Excel.
• Ability to classify documents and file for future retrieval.
• Ability to maintain the highest level of confidentiality.
• Excellent listening, verbal, and written communication skills.
• Ability to interact professionally with a diverse group of internal and external contacts.
• Ability to comprehend and adhere to operational controls, including compliance with all Federal and State banking regulations (e.g., Bank Secrecy Act/Anti Money Laundering, OFAC, USA PATRIOT Act).
• Demonstrated fluency in Spanish and English is a plus.

Qualifications

• Associate’s degree or equivalent.

Physical Requirements

The physical demands described are representative of those that must be met to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities.

• Primarily involves general office work, including operation of standard office equipment.
• Sedentary in nature with extended periods of sitting.
• Frequent communication by phone, email, or in-person; must exchange accurate information clearly.
• Frequent use of repetitive hand and finger dexterity to operate a computer keyboard, mouse, copier, and office equipment.
• Occasional exertion in excess of 20 pounds of force to lift and/or move objects.