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Regular or Temporary:

Regular

Language Fluency: English (Required)

Work Shift:

1st shift (United States of America)

Please review the following job description:

Serve as the implementation representative for new dealer client on-boarding and dealer profile maintenance. Handle escalated calls for dealer issues stemming from all phases of the dealer life-cycle, including on-boarding, dealer profile maintenance, and deactivation. Assist the Implementation and Dealer Support Services (IDSS) Manager with Original Equipment Manufacturing (OEM) financing plan implementation, including data entry and archival. Ensure world class service is provided to prospective and current clients while adhering to TRUIST policies and procedures. Promote the organization's products and services. Provide direction and assistance, as needed, to other Sheffield associates in relation to dealer issues.

ESSENTIAL DUTIES AND RESPONSIBILITIES

Following is a summary of the essential functions for this job. Other duties may be performed, both major and minor, which are not mentioned below. Specific activities may change from time to time.

1. Deliver world class service to dealers and manufacturers. Represent a critical human touch-point for Sheffield's dealer clients throughout the entire life-cycle of a dealer as this role is client facing and has the potential to augment/support the growth of Sheffield.

2. Provide dealers with friendly, upbeat, courteous, and accurate verbal and written communications.

3. On-board new dealer clients through registration/setup process:

a. Accurately and expeditiously qualify and prepare dealers to transact with Sheffield;

b. Accurately and expeditiously download new dealers from Dealer Login, or upload new dealers from manufacturers into the dealer database;

c. Contact dealers for any missing information or required paperwork;

d. Research and validate new dealers in determining legitimacy and mitigating fraud risks. Contact manufacturers and distributors as necessary;

e. Ensure all required dealer documentation is received and stored;

f. Prepare and store new dealer research approval forms;

g. Notification to new dealers upon completion and approval of New Dealer Setup;

h. Assist in the development of reports to appropriate internal associates related to dealer and OEM profile setup and maintenance.

4. Provide on-going service and second-level support by assisting dealers in fielding a variety of service related inbound calls:

a. Provide dealer client registration documentation to appropriate parties for further handling;

b. Maintain dealer database by updating dealer information relating to phone number, address, Automated Clearing House (ACH) account information and name changes;

c. Perform dealer profile maintenance as requested and verified;

d. Provide operational support between the sales and loan processing departments;

e. Review new dealer data in an effort to validate (e.g. make sure a new dealer is added when a buyout occurs, or update ACH information when a dealer's bank account has changed);

f. Assist dealers with service related questions (e.g. questions regarding dealer log-in issues, password issues, ACH and dealer guidelines completing, adding new franchises, promotional plan offerings, hours of operations);

g. Provide second-tier level support for other members of Sheffield who may field such calls in the course of their duties.

5. Assist Sheffield loan processors or risk managers in professionally terminating/deactivating dealer client profile as circumstances warrant.

6. Assist IDSS Manager with OEM promotional plan implementation:

a. Setup promotional plans in Sheffield's software application with applicable plan description, terms, conditions, and subvention structures;

b. Complete and store proper documentation of promotional plan setup;

c. Maintain and distribute internal promotional plan spreadsheet.

7. Cross-train with other department members in order to assist with duties when necessary.

8. Dealer and consumer promotional plan flyers:

a. Calculate and create consumer disclosure language for use on marketing promotional flyers;

b. Create dealer flyer templates for the development of manufacturer promotional flyers for our dealer base;

c. Setup and schedule dealer network blast facsimiles of promotional plan flyers.

QUALIFICATIONS

Required Qualifications:

The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

1. Associate's degree in business or equivalent education and related training

2. Two years of experience in customer service or call center environment

3. High sense of urgency

4. Ability to communicate clearly, concisely and hospitably to clients

5. Strong verbal and written communication skills

6. Highly accurate, detail oriented organizational and data entry skills

7. Excellent customer service and research skills

8. Ability to work autonomously

9. Demonstrated proficiency in basic computer applications, such as Microsoft Office software products

Preferred Qualifications:

1. Working knowledge of TRUIST's systems and policies

2. Experience in a highly transactional, service oriented culture

General Description of Available Benefits for Eligible Employees of Truist Financial Corporation: All regular teammates (not temporary or contingent workers) working 20 hours or more per week are eligible for benefits, though eligibility for specific benefits may be determined by the division of Truist offering the position. Truist offers medical, dental, vision, life insurance, disability, accidental death and dismemberment, tax-preferred savings accounts, and a 401k plan to teammates. Teammates also receive no less than 10 days of vacation (prorated based on date of hire and by full-time or part-time status) during their first year of employment, along with 10 sick days (also prorated), and paid holidays. For more details on Truist’s generous benefit plans, please visit our Benefits site (https://benefits.truist.com/)

. Depending on the position and division, this job may also be eligible for Truist’s defined benefit pension plan, restricted stock units, and/or a deferred compensation plan. As you advance through the hiring process, you will also learn more about the specific benefits available for any non-temporary position for which you apply, based on full-time or part-time status, position, and division of work.

Truist supports a diverse workforce and is an Equal Opportunity Employer that does not discriminate against individuals on the basis of race, gender, color, religion, citizenship or national origin, age, sexual orientation, gender identity, disability, veteran status or other classification protected by law. Truist is a Drug Free Workplace.

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