Operations Analyst – Consumer Vehicle Lending

• Analyze day-to-day issues within the business unit
• Research issues and provide resolutions
• Support front-line Consumer Vehicle Lending Sales associates with Client Direct sales applications
• Remediate client escalations
• Coordinate and assist with resolutions to partner and client complaints
• Handle applications under Fraud Review and pending Economic Sanctions Scan
• Manage client contact related to escalated complaints and concerns
• Assist with implementation of products, services, and operational solutions
• Support the design, documentation, implementation, and monitoring of new products and services
• Provide guidance on procedural, technical, and operational changes
• Expand business product knowledge within the operations environment
• Build relationships with partners and teammates
• Inspect data to identify issues and trends
• Collect and interpret data to validate operational processes
• Perform routine analytics, create reports, and complete exception processing

• Prior Consumer Vehicle Lending (CVL) experience
• Client Direct Auto experience (e.g. Loan Officer or Loan Specialist)
• Ability to build and sustain relationships, manage multiple priorities, and engage clients and employees
• 2+ years customer service (desired qualification)
• Attention to Detail
• Customer and Client Focus
• Monitoring, Surveillance, and Testing
• Process Performance Management
• Research
• Adaptability
• Business Analytics
• Critical Thinking
• Reporting
• Written Communications
• Data Management
• Policies, Procedures, and Guidelines Management
• Process Design
• Process Effectiveness
• Strategic Thinking
• High School Diploma / GED / Secondary School or equivalent

Demonstrates expertise in Consumer Vehicle Lending and Client Direct Auto processes, with a strong focus on customer service, data management, and operational effectiveness. Capable of analyzing issues, providing resolutions, and implementing new products and services while maintaining strong relationships with clients and partners.

• Consumer Vehicle Lending Experience
• Client Direct Auto Experience
• Business Analytics
• Process Design
• Attention to Detail

• Data Management
• Reporting
• Research
• Process Performance Management
• Monitoring
• Surveillance
• Testing
• Process Effectiveness
• Strategic Thinking
• Critical Thinking

• Customer and Client Focus
• Adaptability
• Written Communications
• Relationship Building
• Attention to Detail

• High School Diploma
• GED
• Secondary School or Equivalent

• Consumer Vehicle Lending
• Client Direct Sales
• Fraud Review
• Economic Sanctions
• Operational Solutions
• Procedural Changes
• Data Inspection
• Exception Processing