Sr. Dealer Support Specialist

About the role

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.

Essential Duties And 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, Fraud and/or 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.
• Maintain confidentiality when accessing personal information of consumers, including, but not limited to, Social Security numbers and dates of birth.

Qualifications and Competencies

• Required Experience: 2 years’ experience in auto finance as a Loan Processor or a similar position.
• Education: High School Diploma/GED.
• Skills Required: Ability to obtain knowledge of loan processing procedures, regulations, and guidelines; strong attention to detail and sound judgment skills; strong analytical reasoning abilities; excellent written and oral communication and customer-service skills; strong interpersonal skills and business acumen; excellent planning, leadership, and problem-solving skills; proficient in using Microsoft Office Suite; ability to multitask and prioritize multiple files effectively and efficiently; ability to work efficiently in a fast-paced environment.

Additional Requirements

• Overtime required – required on an as needed basis.
• Travel 0-10% - as required on an as needed basis.
• Must have reliable transportation and live within a commutable distance to one of the following cities: Atlanta, GA; Dallas, TX; Detroit, MI; Houston, TX; Phoenix, AZ.