DESCRIPTION

The Servicing Innovations department is responsible to provide our valued auto loan customers with stellar customer service.

The Loan Administration Representative I,II,III will communicate directly with our customers by phone, e-mail, or any other media channels to handle all aspects of the customer’s auto loan account, internal process support, account management, inquiries, loan administration, and problem resolution.

This position is expected to cultivate and maintain ongoing customer relationships. Use computerized system for tracking, information gathering, and troubleshooting. Must be able to multitask, be flexible to change, handle constant phone calls throughout the day, and perform various administrative duties as assigned.

WHAT IS A DAY IN THE LIFE AT FLAGSHIP AS A LOAN ADMINISTRATION REPRESENTATIVE I, II, & III ?

PRIMARY FUNCTION:

• The focus of this role is to ensure our valued auto loan customers receive exceptional customer service using innovative workflow management and communication solutions through all types of media channels.

ESSENTIAL FUNCTIONS AND RESPONSIBILITIES:

Loan Administration Representative I

• Manage both outbound and inbound calls to validate and update all loan file information (i.e. consumers, department of motor vehicles, etc.)

• Communicate key information to the customer to provide the customer with the tools to be successful in making their auto loan payments

• Identify and resolve title release errors within the title repository application

• Make outbound contacts with state motor vehicle departments to determine the status of pending lien/title release

• Escalate accounts to the manager for review to help identify trends

• Identify, research, and resolve customer issues using the computerized system in a timely manner

• Execute loan administrative activities that support Loan Servicing

• Process incoming mail; scanning, sorting, and delivering to the appropriate department

• Process outgoing mail; printing, scanning, and metering mail

• Delivery of outgoing mail to post office

• Process packages for overnight delivery and special handling through USPS, FedEx, and USPS

• Maintain logs and paperwork for follow-up and tracking purposes

• Other administrative and customer communication activities as assigned

Loan Administration Representative II

All Loan Administration Representative I essential functions and responsibilities plus the following:

• Demonstrate ability to assist Supervisor with queue management and elevated duties

• Independently execute all process support functions

• Independently maintain all service queues while upholding list of management duties

Loan Administration Representative III

All Loan Administration Representative I and II essential functions and responsibilities plus the following:

• Ability to manage escalated account situations

• Independently identify trends and customer behavior to improve business processes

• Ability to communicate process improvements, in the role of SME

• Function as a user acceptance tester

ABOUT YOU:

EDUCATION

• Required: High School Diploma or Equivalent

EXPERIENCE

Loan Administration Representative I

• Required: Up to three years of related experience and/or training, or equivalent combination of education and experience

• Preferred: Auto Finance experience

Loan Administration Representative II

• Required: Three to five years of related experience and/or training, or equivalent combination of education and experience

• Preferred: Auto Finance experience

Loan Administration Representative III

• Required: Five or more years of related experience and/or training, or equivalent combination of education and experience

• Preferred: Auto Finance experience

QUALIFICATIONS

• Maintain strict confidentiality with customer auto loan account information

• Exceptional verbal and written communication skills

• Excellent active listening skills

• Ability to achieve and even surpass established goals

• Ability to display high level of personal accountability and ownership for work performed

• Independently driven and motivated to thrive in a fast paced and changing environment

• Demonstrate willingness to learn and be challenged by continual professional development

• Demonstrate the ability to finesse and manage difficult or emotional customers

• Must be punctual and dependable in coming to work

• Adhere to instructions, processes, procedure, policy, and management direction

• Must be able to lift packages up to 40 lbs.

• Must be able to spend a large part of the day standing and moving around

• Must be able to work under pressure with the ability to meet deadlines and goals.

• Organizational skills

COMPUTER SKILLS

• Proficient in Internet search tools, e-mail, and Microsoft Office products

If you’re interested in partnering with a certified Great Place to Work company that encourages you to be your best #FlagshipCareers, visit www.FlagshipCredit.com/Careers for a complete list of career opportunities and information on our company.

Flagship is one of the fastest growing lenders in our space – and has been officially certified as a Great Place to Work! Headquartered in Chadds Ford, Pennsylvania, with operational offices in Arizona and Texas, our company has a workforce of close to 1,000 associates. We believe in providing a positive work environment our associates want to be a part of. A place they can learn, develop, and advance professionally. We seek to work with people who identify with our values, and who are invested in growing – together.