CB Credit Support Specialist I - Bilingual Preferred

Primary Function:

Provides assistance to the Credit team.   Responsible for the management of the application process for dealer financing requests and managing the pipeline to meet closing deadlines.  Act as a liaison between the client, sales team, and Credit Managers.  Provide outstanding customer service by providing a thorough, timely, and accurate response to the customer’s inquiries, needs, or concerns.   Contribute to a customer-focused environment, striving to make each customer interaction the best of customer experiences, and thereby supporting the credit officers’ goals of maximizing sales productivity and customer service effectiveness.

General Duties:

• Assist the Credit Team.  Support dealer financing requests from the application to closing.  
• Manage the application process to ensure that the credit request meets all conditions for closing, as well as perform other elements of application management, as required.  
• Familiarize new dealers with company policies and documentation standards.  Then follow-up to obtain documents in a timely manner.  
  1. Obtain the appropriate registration documents, such as dealer license, registration, and tax ID number. 
  2. Research, verify and document the validity and status of the dealer’s insurance records, contact information, bank references, Articles of Incorporation, and Uniform Commercial Code (UCC’s).  
  3. Access and review the credit report.
  4. Research, resolve or report any inconsistencies identified.
  5. Responsible for ensuring that all loan documentation is complete, accurate, verified, and complies with company and regulatory policy. Ensure integrity of all information. 
  6. Scan and upload documents.  Assemble and compile applicant folders in support of the lending request.  
• Utilize company software and established processes to track and update receipt of customer financial and loan documentation. Ensure appropriate data has been keyed and is maintained within the electronic system.
• Responsible for keeping borrowers and Credit Managers informed of loan status, from the time of application through closing. Answer questions and advise customers regarding loans and transactions. Communicate with dealer applicants to obtain business and financial data and to assist in completing applications. Maintain effective communication with the Credit Managers.  Set and maintain proper expectation to all parties. 
• Ensure all legal documentation is filed and process dealer account activation.
• Perform contracting tasks, such as drafting legal credit resolutions and contracts, collaborating with the Bank to create new dealer accounts, and facilitating signatures and supporting documentation.   Log all contract information into company software.
• Responsible for maintaining security and compliance controls to protect against fraudulent activity and unnecessary risk and ensure customer confidentiality. 
  1. Participate in records maintenance and audits in accordance with company policies and regulatory requirements in order to manage operational risks and identify areas for improvement.
• Participate in ongoing professional / educational development opportunities in order to stay current on financing standards, products, initiatives, and trends.
  1. Maintain knowledge of the automotive industry, state requirements, and documentation standards. Maintain a working knowledge of basic UCC and other state regulations and procedures. Stay abreast of changes in documentation standards. 
  2. Enhance productivity and demonstrate advanced proficiency by adapting to new technology and acquiring new technical skills through training. 
• Prepare various reports that involve gathering data, summarizing information, and compiling into appropriate formats.
  1. Review status of production pipelines with Credit Managers for prioritization of workload.
• Manage relationships with other areas of the Bank and company to ensure optimal customer satisfaction.  Work cross-functionally with internal partners and external agents to resolve financing issues.
• Open, sort, and route incoming mail/email to the proper applicant folder.  Answer correspondence.  Prepare outgoing mail. 
• Operate office machines, such as photocopiers and scanners, facsimile machines, voice mail systems, and personal computers. 
• Passionately contribute to a customer-focused environment and consistently surpass customer expectations. Commit to delivering the best of customer experiences with each customer interaction.
  1. Answer incoming office phone calls.  Exercise diplomacy and good communication skill in receiving telephone inquiries.
  2. Field customer/dealer inquiries through phone and email. Communicate with customers, employees, and other individuals to answer questions, disseminate or explain information and address complaints. 
  3. Review files, records, and other documents to obtain information to respond to requests. Supply information that requires knowledge of functional organization and procedures. Serve as an information resource regarding critical policies and procedures. 
  4. Ability to discern the proper channels for addressing issues/concerns. 
  5. Accurately identify needs through meaningful conversations and promote solutions with minimal supervision.   Escalate complex inquiries to management.
  6. Provide thorough, timely, and accurate responses. Perform basic amendments to customer files, such as “change of address,” payoff requests, account changes, a line of credit increases, adjustments, and terminations.
• Handle confidential information with discretion, while adhering to strict policy guidelines
• Train other staff members to perform work activities, such as using computer applications. 
• Recommend improvements in workflow and procedures, as appropriate. 
• Work maintains a high attention to detail since it directly impacts the reputation and professional relationships and collateral position of the organization.  
• Proactively tackle administrative duties with confidence, consistent accuracy, and minimal supervision and direction.   
• Performs other office duties and special functions as delegated or requested by management.
• Work well with others. 

Work Experience Requirements:

• Demonstrated fluency in Spanish and English a plus
• 1-2 years’ experience in an office environment and/or customer service.  Financial industry experience preferred. 
• Good Keyboarding skills.
• Must possess exceptional organizational skills, the ability to prioritize, be detail-oriented and take initiative. 
• Thorough working knowledge of office practices and procedures.  Ability to operate office machines, such as photocopiers and scanners, facsimile machines, voice mail systems, and personal computers. 
• Must be computer proficient with Microsoft application skills, including Excel.
• Ability to classify documents and file for future retrieval. 
• Ability to maintain the highest level of confidentiality. 
• Excellent listening and verbal and written communication skills and the ability to interact professionally in a collaborative environment with a diverse group of internal and external contacts.
• Ability to comprehend and adhere to operational controls, including compliance to all required policies and all Federal and State banking regulations, including compliance to the Bank Secrecy Act/Anti Money Laundering (BSA/AML) and Office of Foreign Asset Control (OFAC) and USA PATRIOT Act programs. 

Education Requirements:

Physical requirements:

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.

• Primarily involves work of a general office nature; typically includes the operation of standard office equipment.
• The position is sedentary in nature with extended periods of sitting.
• The person in this position frequently communicates by phone, email, or in-person. Must be able to exchange accurate information in these situations, speak clearly, and read and understand information and ideas presented orally and in writing.
• Frequent use of repetitive hand and finger dexterity needed to operate a computer keyboard, mouse, copier, and office equipment. 
• Must occasionally exert in excess of 20 pounds of force to lift and/or move objects.

*Note – differences in Levels I thru IV are related to job assignment complexity as directed by management