Dealer Finance Lead Sales Support Specialist

Location:

4910 Tiedeman Road - Brooklyn, Ohio 44144

JOB BRIEF (PURPOSE)

Assist KeyBank Dealer Finance (KBDF) clients in day to day account management and administration.  Address service requests and issue resolution with clients directly and independently.  Focus on client retention and identify new opportunities to deepen existing relationships.  Partner with RM and Loan Services to ensure new business is boarded accurately and meets client expectations.  Coordinate delivery of KeyBank products and services with product specialists and aid in the preparation and delivery of relationship reviews.  Train KBDF clients on various systems necessary to manage their accounts.  Lead or supports assigned projects and implementations to successful outcomes including regulatory and compliance efforts within KBDF.  Provide sales support to the KBDF Relationship Managers, Portfolio Managers and leadership team.  Assist in coaching and developing other Sales Support Specialists by mentoring and training newly hired employees. 

ESSENTIAL JOB FUNCTIONS

• Serve KBDF clients as an additional point of contact (primary point of contact in RM’s absence) and provide a high level of customer service and value.
• Process complex service requests as directed by the client or KBDF team.
• Demonstrate expert knowledge of internal support systems and databases in response to client inquiry and/or coordinate response from other client service providers.
• Proactively participate in sales efforts by leading the introduction of services to clients, identifying cross sell opportunities and coordinating delivery with product specialists.
• Cultivate and deepen client and business relationships.
• Aid in the preparation and delivery of relationship reviews.
• Drive client onboarding process and effectively train clients on various systems necessary to manage their accounts.
• Minimize documentation exceptions resulting from new loan bookings by partnering with RM and Loan Services to ensure new business is boarded accurately and is in line with client expectations.
• Assist PM/RM to quickly resolve exceptions discovered through documentation review.
• Facilitate system maintenance to ensure proper portfolio assignments (i.e. CE Desktop, RPI, CAT, CuCu, etc.).
• Lead and coordinate the compilation, review and editing of information used in incentive compensation calculations.
• Act as an operational, product and compliance liaison for KBDF sales support.
• Train KBDF Sales Support Specialists in proper procedures, systems, and databases necessary to provide a consistently high level of customer and team support.
• Coordinate with fellow Sr Sales Support Specialists to ensure seamless coverage is provided during absences.
• Leads or supports special projects as assigned and effectively performs various administrative duties supporting the KBDF team

MARGINAL OR PERIPHERAL FUNCTIONS

• Be a positive, proactive member of the Key AutoFinance Commercial Finance team. 

• Required to follow all corporate and line of business training, initiatives and procedures.
• Perform other duties as assigned.

REQUIRED QUALIFICATIONS

• Associates degree required; Bachelor’s degree strongly preferred. 
• Minimum of 8 years administrative support experience, preferrably in a financial services environment.
• Ability to multi-task, prioritize and independently work in a fast paced, changing environment without compromising accuracy.
• Proven ability to support a geographically dispersed sales team and support multiple, geographically dispersed clients.
• Proven ability to train and encourage staff in the use of systems and procedures.
• Superior interpersonal skills.
• Ability to independently problem solve.
• Excellent written and verbal communication skills.
• Strong PC skills with a high level of experience in Microsoft Office software.
• Demonstrated ability to work in a team environment.

PREFERRED QUALIFICATIONS

• Thorough knowledge of all bank services
• HR Online
• Experience using a time and attendance system
• Experience using the internet as a research tool
• Experience in an automotive lending or automotive support environment
• Prior operations and customer service experience

COMPETENCIES/SKILLS

Accountability

• Keeps promises and honors commitments.
• Accepts responsibility for mistakes and failures and learns from them.
• Honors commitments and demonstrates open, honest communication.

Managerial Courage

• Openly expresses views and delivers candid and const