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Auto Lending Account Specialist I - Customer Service
entry · Retail & Commercial Banking
Chase Auto is a leading provider of auto financing with a portfolio of more than $80 billion in assets and relationships with 75% of U.S. franchised automotive dealers. The business is part of the JPMorgan Chase franchise and serves auto dealers, consumers, and vehicle manufacturers. It offers a range of products and services to meet the financial needs of its clients from retail lending, captive financing, and floorplan products to cash management, private banking, and payment processing.
As an Account Specialist in Auto Finance, you will work with applicants to ensure their needs and service issues are resolved accurately and in a timely fashion while providing a first in class experience for customers and employees seeking auto financing. This may include facilitating the application process by interfacing with customers to discuss products and verifying application information. Additionally, specialists make targeted outbound calls to highly interested customers with a focus on solving customer concerns and helping them finance their auto purchase with Chase.
Job Responsibilities
- Interact and provide service customers for Auto Originations
- Provide direction, solutions, and guidance to customers seeking to make a vehicle purchase from a dealer through inbound and outbound customer calls
- Build rapport and establish customer trust in Chase Auto Lending
- Control conversation to gather needed information and accurately update the Chase systems
- Convey auto loan decisions to customers
- Assist customers with changes to the auto loan application and provide next steps to clients based on product offered
- Answer general inquiries regarding the auto loan process (i.e. steps, rate quotes, etc.)
- Take auto loan applications over the phone for ADA customers & adhere to compliance regulations
- Collaborate with team members and partners by sharing information and expertise while working together to achieve work goals
- Understand Chase Auto products/services and the advantages of each
- Make outbound calls to customers who have filled out an online auto application, expressed interest in auto financing, or who have been prescreened for an auto loan
Required qualifications, capabilities, and skills
- High school diploma or equivalent
- Effective verbal and written communication with both external and internal customers
- Exhibit composure while maintaining efficiency during calls by remaining positive, focused, and even-tempered in a fast-paced, time sensitive environment and in challenging situations such as escalations
- Approach problems logically and with good judgment to ensure the appropriate customer outcome
- Critical thinker and ability to exercise independent judgment
- 1+ year client/customer service/call center experience
Preferred qualifications, capabilities, and skills
- Previous experience in the auto industry
- Bilingual Spanish a Plus