Customer Service Associate

DEALER FINANCE CSR HARRISONBURG DOWNTOWN OFFICE PRIMARY RESPONSIBILITIES Primary Responsibilities include, but are not limited to: ACCOUNTABILITIES Perform various administrative and service-oriented functions assigned to the Dealer Finance department. Develop, maintain, and grow relationships with customers, and dealerships within the program as needed through service and support. Deliver a positive customer experience when working with borrowers, internal, or external partners. Ensure accuracy of loan documents and completion of loan packages. Assemble documents for loan packages and assist in the funding of loans. Enter loan information into appropriate systems including any maintenance requests and uploading of loans. Verify all imaged documents are complete and valid. Post General Ledger items when necessary. Obtain and review current insurance information associated with the loans and collateral. Refer customers to the appropriate bank area when they seek to add additional products and services to their banking relationship. Possess the ability to promote and market the bank through strong customer service, meet quality standards, and communicate in a polite, effective, and professional manner. Assist in monitoring delinquencies within the Dealer Finance portfolio. Work with team members and assist in collection efforts of the department and portfolio with loans up to 45 days past due. When necessary, notify customers of delinquent accounts by mail, telephone, or other effective means. Monitor and review reports and reporting systems to assist lenders and the department in collection efforts, portfolio management, and dealer relationship management. Arrange for debt repayment or establish repayment schedules based on the customers financial situation and follow up on any variances. Advise the customers of any necessary actions and strategies for debt repayment. Communicate with borrowers to determine reasons for overdue payments and to review the account terms. Ensure any payments processed through collection efforts post correctly to the associated customers account in a timely manner. Trace delinquent customers through various identified and available sources. Maintain a strong collaborative and coordinated strategic relationship with all other departments including critical related functions such as financial centers, administration, compliance, and internal audit. Develop, maintain, and utilize associated dealer services software currently in use or added in the future. Process transactions such as loan payments or any related customer transactions with dealer accounts. Create new CIF profiles and review existing customer CIF profiles to properly identify customers as well as review for accuracy and full relationship information. Assist with account CIF maintenance. Create loan charge off packages for review and approval in addition to processing associated transactions. Ensure filing of electronic liens on collateral associated with indirect dealer loans. Monitor and support team members in clearing loan exceptions. Answer telephone calls and assist customer with their questions and financial needs. Investigate and correct any errors associated with portfolio loans or servicing needs. Ensure adherence with all current and future compliance requirements. Resolve customer issues in a professional courteous manner at all times. Remain constantly aware of the bank's sales culture; actively makes sales referrals and encourages all segments of the market to use the PCB family of financial services. Other duties as may be deemed necessary to support Bank activities. COMPETENCIES Ability to promote and market the bank through strong customer service and communication. Able to adjust quickly to different work situations in a fast-paced environment. Must be able to communicate thoughts clearly and professionally, both orally and in writing, to all levels of staff; as well as external contacts. Maintain confidentiality at all times. Regard for important details to assure accuracy in all aspects of the job, detect errors and follow through on corrections and details. Ability to utilize various software platforms. Maintain knowledge and understanding of all applicable laws, regulations, and bank policies and procedures. Ability to manage time to complete assignments and responsibilities, prioritize multiple tasks, work efficiently, meet short deadlines, take direction, and maintain production despite frequent interruptions. Ability to establish and maintain cooperative and professional working relationships with those contacted in the course of work, including employees in other departments or facilities, vendors, and customers. EDUCATION NEEDED High School Diploma or equivalent SALARY STATUS Hourly, Pending Experience SKILLS NEEDED 2+ years of banking or dealer finance service experience (preferred) Experience in an office environment with administrative responsibilities Possess critical thinking skills and attention to detail Understand the types of collection processes along with federal and state associated requirements Able to handle multitask situations and working environment Strong verbal and written communications skills Strong relationship-building skills Excellent time management skills and be attentive to detail Adequate computer skills and ability to work with Microsoft Word and Excel Ability to work independently as well as complete projects using a team approach Pendleton Community Bank is an equal opportunity employer / veteran / disability. Employment decisions are based on merit and business needs, and not on race, color, citizenship status, national origin, ancestry, gender, age, religion, creed, physical or mental disability, marital status, veteran status, political affiliation, or any other factor protected by law. As a federal contractor, PCB accepts priority referrals of protected veterans for our openings. #J-18808-Ljbffr