Sr. Dealer Support Specialist

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Stellantis Financial Services (SFS) is the new captive finance company for one of the world's leading automakers and a mobility provider with iconic brands including Abarth, Alfa Romeo, Chrysler, Citroën, Dodge, DS Automobiles, Fiat, Jeep, Lancia, Maserati, Opel, Peugeot, Ram, Vauxhall, Free2move and Leasys.
Our exciting growth provides opportunities to advance your career as we successfully lead products and services from a small to midsize company in just a few years. Join our world class team and culture and contribute to our core mission which is enhancing our customer's experience.

Position Summary:

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.

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.

Entrusted with advanced system access to perform overrides and approvals beyond standard user scope, due to extensive experience and proven decision-making capabilities.

Provide contacts with courteous and highly professional service: dealers, customers, third parties and internal staff.

Required to operate within multi-system environments, leveraging dual/multi-monitor configurations for enhanced efficiency.

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.

Qualifications and Competencies

Required:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

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:

Ove…