What you will do
You will be responsible for handling daily operations including vehicle funding management, inbox management, vehicle funding status, and dealer queries/reporting. The Dealer Services Advisor will be responsible for ensuring the service level expectations are maintained above average customer service outturns. Part of the Operational Risk team, this role will report into the Operational Risk Manager. The role will be a dedicated operational team that will grow as the business expands.
The purpose of the role is to ensure any vehicle or account management queries are managed within short timelines to deliver above average customer service to the dealer.
Key Responsibilities
Review, process, and follow up on any vehicle funding requests as managed by the Salesforce workflow. Ensure the tasks are closed off in accordance with policy and procedures.
Ensure telephone calls, emails, and Salesforce tasks are processed and cleared in a timely fashion.
Follow up on any Salesforce assigned tasks that have allocated from On boarding, Credit, and Risk teams
Efficient call handling with vehicle funding requests are managed on a timely basis.
Maintain data integrity of Salesforce and CALMS system and work with Operations Manage to review the data within each system
Maintain weekly/monthly objectives for call conversion, turn times , and Salesforce task management
Liaise with On boarding team, Credit Team, and Sales team on any account queries and tasks required to deliver the required customer service.
Support the Front End Risk Manager and Default Risk Account Manager with dealer feedback and analysis.
Key Interfaces
• Dealers, Risk team, Credit team, and Motor Sales team.
What you will bring
• Ability to effectively and professionally communicate with customers and team members.
• Self-motivated, independent and able to utilise training and resource material.
• Strong customer service approach/skills
• Excellent verbal and written communication skills are essential.
• Confident user of Microsoft Word and Excel
Everyone is different. Everyone is valued
As part of our vision to become the most trusted specialist lender in the UK, we’ve been helping customers and businesses fulfil their ambitions since 1952. In that time, we’ve learned that we’re more than the sum of our parts. We’re a strong Group because of our people and our strengths; specialist, expert, ambitious and also diverse. All of our people are different and this is something we celebrate.
Every one of our employees brings unique talent, ability and perspective to their role.
That’s why Secure Trust Bank Group nurtures differences. We understand that we perform better because we’re not cast from the same mould. We actively embrace and support diversity, work with leading industry bodies and promote initiatives that reinforce our philosophy of giving you the freedom to be who you are.
We’re an award-winning bank providing savings accounts and lending services to over one million customers. We’re Secure Trust Bank Group. We embrace difference.