Sr. Dealer Support Specialist

Sr. Dealer Support Specialist

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, Citron, 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.

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:

• 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.

Qualifications Preferred:

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

While performing the duties of this Job, the employee is regularly required to sit; use hands to finger, handle, or feel; reach with hands and arms and talk or hear. The employee is occasionally required to stand; walk and stoop, kneel, crouch, or crawl. The employee must occasionally lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision.

Work Environment: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually moderate.

Work Schedule: This position requires the ability to work various shifts to accommodate business needs. Typically, between the hours of 8AM-6PM Monday through Friday and on weekends as needed. Travel is required 10% of the time.

An applicant must be authorized to work in the United States to be eligible for this position. Stellantis Financial Services, Inc. will not sponsor applicants for work visas of any type for this position.

Stellantis Financial Services, Inc (SFS) is an equal opportunity employer and is committed to providing its employees an environment that is free of harassment, discrimination, and intimidation. It is the policy of SFS to comply with all applicable employment laws and regulations and to provide equal opportunity for all qualified persons and to not discriminate against any employee or applicant for employment because of race, color, religion, sex, age, national origin, disability, pregnancy, sexual orientation, veteran status, gender identity or expression, change of sex, and/or transgender status or any protected status. Candidates must possess authorization to work in the United States. This policy applies to recruitment and placement, promotion, training, transfer, retention, rate of pay and all other terms and conditions of employment. Employment and promotion decisions will be based solely on merit, ability, achievement, experience, conduct and other legitimate business reasons.