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Truist Sheffield Dealer Support Services Specialist United States, North Carolina, Winston-Salem 185808728
20.11.2024
Regular or Temporary:
English (Required)
1st shift (United States of America)
Please review the following job description:Serve as the implementation representative for new dealer client on-boarding and dealer profile maintenance. Handle escalated calls for dealer issues stemming from all phases of the dealer life-cycle, including on-boarding, dealer profile maintenance, and deactivation. Assist the Implementation and Dealer Support Services (IDSS) Manager with Original Equipment Manufacturing (OEM) financing plan implementation, including data entry and archival. Ensure world class service is provided to prospective and current clients while adhering to TRUIST policies and procedures. Promote the organization's products and services. Provide direction and assistance, as needed, to other Sheffield associates in relation to dealer issues.
ESSENTIAL DUTIES AND RESPONSIBILITIES
Following is a summary of the essential functions for this job. Other duties may be performed, both major and minor, which are not mentioned below. Specific activities may change from time to time.
1. Deliver world class service to dealers and manufacturers. Represent a critical human touch-point for Sheffield's dealer clients throughout the entire life-cycle of a dealer as this role is client facing and has the potential to augment/support the growth of Sheffield.
2. Provide dealers with friendly, upbeat, courteous, and accurate verbal and written communications.
3. On-board new dealer clients through registration/setup process:
a. Accurately and expeditiously qualify and prepare dealers to transact with Sheffield;
b. Accurately and expeditiously download new dealers from Dealer Login, or upload new dealers from manufacturers into the dealer database;
c. Contact dealers for any missing information or required paperwork;
d. Research and validate new dealers in determining legitimacy and mitigating fraud risks. Contact manufacturers and distributors as necessary;
e. Ensure all required dealer documentation is received and stored;
f. Prepare and store new dealer research approval forms;
g. Notification to new dealers upon completion and approval of New Dealer Setup;
h. Assist in the development of reports to appropriate internal associates related to dealer and OEM profile setup and maintenance.
4. Provide on-going service and second-level support by assisting dealers in fielding a variety of service related inbound calls:
a. Provide dealer client registration documentation to appropriate parties for further handling;
b. Maintain dealer database by updating dealer information relating to phone number, address, Automated Clearing House (ACH) account information and name changes;
c. Perform dealer profile maintenance as requested and verified;
d. Provide operational support between the sales and loan processing departments;
e. Review new dealer data in an effort to validate (e.g. make sure a new dealer is added when a buyout occurs, or update ACH information when a dealer's bank account has changed);
f. Assist dealers with service related questions (e.g. questions regarding dealer log-in issues, password issues, ACH and dealer guidelines completing, adding new franchises, promotional plan offerings, hours of operations);
g. Provide second-tier level support for other members of Sheffield who may field such calls in the course of their duties.
5. Assist Sheffield loan processors or risk managers in professionally terminating/deactivating dealer client profile as circumstances warrant.
6. Assist IDSS Manager with OEM promotional plan implementation:
a. Setup promotional plans in Sheffield's software application with applicable plan description, terms, conditions, and subvention structures;
b. Complete and store proper documentation of promotional plan setup;
c. Maintain and distribute internal promotional plan spreadsheet.
7. Cross-train with other department members in order to assist with duties when necessary.
8. Dealer and consumer promotional plan flyers:
a. Calculate and create consumer disclosure language for use on marketing promotional flyers;
b. Create dealer flyer templates for the development of manufacturer promotional flyers for our dealer base;
c. Setup and schedule dealer network blast facsimiles of promotional plan flyers.
Following is a summary of the essential functions for this job. Other duties may be performed, both major and minor, which are not mentioned below. Specific activities may change from time to time.
1. Deliver world class service to dealers and manufacturers. Represent a critical human touch-point for Sheffield's dealer clients throughout the entire life-cycle of a dealer as this role is client facing and has the potential to augment/support the growth of Sheffield.
2. Provide dealers with friendly, upbeat, courteous, and accurate verbal and written communications.
3. On-board new dealer clients through registration/setup process:
a. Accurately and expeditiously qualify and prepare dealers to transact with Sheffield;
b. Accurately and expeditiously download new dealers from Dealer Login, or upload new dealers from manufacturers into the dealer database;
c. Contact dealers for any missing information or required paperwork;
d. Research and validate new dealers in determining legitimacy and mitigating fraud risks. Contact manufacturers and distributors as necessary;
e. Ensure all required dealer documentation is received and stored;
f. Prepare and store new dealer research approval forms;
g. Notification to new dealers upon completion and approval of New Dealer Setup;
h. Assist in the development of reports to appropriate internal associates related to dealer and OEM profile setup and maintenance.
4. Provide on-going service and second-level support by assisting dealers in fielding a variety of service related inbound calls:
a. Provide dealer client registration documentation to appropriate parties for further handling;
b. Maintain dealer database by updating dealer information relating to phone number, address, Automated Clearing House (ACH) account information and name changes;
c. Perform dealer profile maintenance as requested and verified;
d. Provide operational support between the sales and loan processing departments;
e. Review new dealer data in an effort to validate (e.g. make sure a new dealer is added when a buyout occurs, or update ACH information when a dealer's bank account has changed);
f. Assist dealers with service related questions (e.g. questions regarding dealer log-in issues, password issues, ACH and dealer guidelines completing, adding new franchises, promotional plan offerings, hours of operations);
g. Provide second-tier level support for other members of Sheffield who may field such calls in the course of their duties.
5. Assist Sheffield loan processors or risk managers in professionally terminating/deactivating dealer client profile as circumstances warrant.
6. Assist IDSS Manager with OEM promotional plan implementation:
a. Setup promotional plans in Sheffield's software application with applicable plan description, terms, conditions, and subvention structures;
b. Complete and store proper documentation of promotional plan setup;
c. Maintain and distribute internal promotional plan spreadsheet.
7. Cross-train with other department members in order to assist with duties when necessary.
8. Dealer and consumer promotional plan flyers:
a. Calculate and create consumer disclosure language for use on marketing promotional flyers;
b. Create dealer flyer templates for the development of manufacturer promotional flyers for our dealer base;
c. Setup and schedule dealer network blast facsimiles of promotional plan flyers.
QUALIFICATIONS
Required Qualifications:
The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
1. Associate's degree in business or equivalent education and related training
2. Two years of experience in customer service or call center environment
3. High sense of urgency
4. Ability to communicate clearly, concisely and hospitably to clients
5. Strong verbal and written communication skills
6. Highly accurate, detail oriented organizational and data entry skills
7. Excellent customer service and research skills
8. Ability to work autonomously
9. Demonstrated proficiency in basic computer applications, such as Microsoft Office software products
Required Qualifications:
The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
1. Associate's degree in business or equivalent education and related training
2. Two years of experience in customer service or call center environment
3. High sense of urgency
4. Ability to communicate clearly, concisely and hospitably to clients
5. Strong verbal and written communication skills
6. Highly accurate, detail oriented organizational and data entry skills
7. Excellent customer service and research skills
8. Ability to work autonomously
9. Demonstrated proficiency in basic computer applications, such as Microsoft Office software products
Preferred Qualifications:
1. Working knowledge of TRUIST's systems and policies
2. Experience in a highly transactional, service oriented culture
1. Working knowledge of TRUIST's systems and policies
2. Experience in a highly transactional, service oriented culture
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