Customer Service - Title Dealer Specialist

Overview

The Title Dealership Specialist is primarily responsible for receiving and releasing titles properly, working with Sales Managers to set up dealers, and selling GAP insurance to new customers.

Responsibilities

• Follow up with title clerk of the dealership for any title that has not been received within 30 days of booking account.
• File titles for all branches as they come in and mark title follow up report that title has been received.
• Forward weekly title report, noting the status of each outstanding title, to the Department Manager, for review. This is to include all titles still outstanding from previous months.
• Research and report title exceptions to the Department Manager.
• Follow up on unrecognized titles and contracts with no matching titles.
• Release paid in full titles in a timely manner.
• Move active contracts in Premier to paid in full.
• Pull weekly paid out report to capture contracts paid out in batch process.
• Work with Sales Managers to ensure proper paperwork is received and qualifies for dealer set up.
• Activate and deactivate dealers when necessary.
• Review dealer license and update expired license as needed.
• Collect and follow up with dealer charge back reserve.
• Solicitation of new customers for potential GAP sales.
• Process GAP billing monthly.
• Meet monthly sales goals.
• Process state to state lien transfers and follow up to make sure titles are received back in a timely manner.
• Set up affiliations with new states as added to do business in.
• Mail product letters to required customers and dealers for GAP and warranty refunds.
• Create and update department process as needed.
• Review all SCRA paperwork and maintain account with correct rate and payment amount.
• Answer customer service phone calls for two hours a day or as needed.
• Pull audit samples as needed for compliance.
• Must be able to understand and explain all policies and procedures set for the department.
• Adhere to all C&F policies and procedures as well as complying with all regulations and applicable laws.
• Perform other duties as assigned.
• Must be able to work a flexible schedule to include rotating weeknights, weekends, and holidays as business dictates.

Qualifications

 Knowledge: One to two years or more of experience in titling or automobile financing environment.  Experience and a level of proficiency with Microsoft Office (Outlook, Word, Excel and Power Point) required.  Proficient computer skills and typing skills. 

Skills: The Title Dealer Specialist must possess excellent verbal and written communication skills, interpersonal skills, organizational skills, and good judgement for professional contact with customers, co-workers, 3rd parties and vendors.  Must be a highly motivated team player and work cooperatively with peers, employees, managers and other departments. The individual must have good organizational skills and be able to multitask in a fast-paced environment. Other skills required include rapport building, problem solving, attention to detail, accuracy in mathematical calculations, analytical ability, good PC and computer literacy, and professional telephone etiquette.   The individual must maintain an updated knowledge of collection laws and regulations. Must demonstrate proficiency in the navigation through Megasys.

Abilities: Able to communicate effectively with people at all levels.  Must have excellent active listening skills and be able to work independently or with a team.  The Title Dealer Specialist must be able to multi-task in a fast-paced environment with deadlines and performance standards.  In addition, they must understand the auto loan industry processes and regulations and be able to present accurate mathematical calculations. A Title Dealer Specialist must have the ability to maintain confidentiality.

Education: High School Diploma or equivalent required.  College level courses in business preferred.  Courses in banking and credit and collection law are encouraged.  Without a degree, equivalent relevant work experience will be considered. 

Physical Demands

Employee may experience the following physical demands for extended periods of time: view computer monitor, keyboarding, talking on the phone, sitting for a long period of time, filing motion fingers/hands/wrists, lifting boxes no heavier than 30 pounds and standing/walking.  Employee may push a mail cart no heavier than 40 pounds.  Employee may be required to perform some travel during working hours.  Employee must possess a valid driver license and auto insurance.  Reasonable accommodations can be made to enable individuals with disabilities to perform essential functions.

Work Environment

Work is performed in an operational office environment. The work environment can be stressful at times.

Note:

This job description contains the essential functions, duties, and responsibilities of the position in accordance with the Americans with Disabilities Act (ADA).  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. C&F Finance reserves the right to make future revisions to this job description and the inherent responsibilities of the position based on the needs of the organization.

Equal Employment Opportunity Statement -- C&F is committed to providing equal employment opportunity to all qualified persons and reaffirms in policy and practice that it shall not discriminate against applicants or employees because of race, color, religion, gender, age (over 40), disability, genetic information, veteran status (disabled veterans, recently separated veterans, active duty wartime or campaign badge veterans, Armed Forces service medal veterans, and Vietnam era veterans), national origin, or any other consideration protected by applicable federal, state, or local law. This applies to all areas of employment, including promotion, transfer, layoff, termination, compensation, benefits, recruitment advertising, recruitment, and selection for training.