Branch Support Specialist 1

Heights Finance Corporation Peoria , IL 61601

Posted 3 weeks ago

Heights Finance Corporation is a leading consumer finance organization located in the Midwest with over 100 branches in six states. We are currently seeking a motivated, dependable, team oriented individual to join our team in the position of Branch Support Specialist I in our Peoria, IL Home Office Location.

Heights Finance team members enjoy working in a growth-oriented company within an exciting industry, in a diverse work environment that offers great advancement opportunities, competitive salary and a comprehensive benefits package.

The Branch Support Specialist I, provides support services function to all Heights' branch offices including operational and technical problem resolution. Active participant in monthly customer complaint review. Enter all necessary information in regards to formal complaints, ensuring all complaint is captured with detail accuracy.

Some of the essential responsibilities are as follows:

  • Provide memorable and outstanding Customer Service as defined by our corporate core values and our 5-Star Service expectations.


  • Acknowledge each customer and smile during each interaction with the customer

  • Ensure every interaction with each customer works in conjunction of creating a "raving fan" experience

  • Answer incoming phone calls in a timely manner and ensure all messages are delivered to the appropriate team member in order for calls to be returned timely

  • Participate in training opportunities and apply learned behaviors/practices within your position

  • Support the Queue Management function by:

  • Tickets will include a focus on providing customer friendly service, ensuring all complete details are documented in regards to all incident resolutions using the established priority model.

  • Ensure work notes contain appropriate detailed documented information in the system which will serve as a point of reference for other team members

  • Makes effective use of time by prioritizing work in order to produce maximum productivity levels in individual and department queues

  • Ensure Dealer Maintenance is completed timely and appropriately in the system by:

  • Based on approval, input both new dealer information into the GPS system and/or new users into the Retail Express system, paying close attention to detail to ensure information is accurate

  • Responsible for the overall maintenance of dealer records, CIF information, making any necessary updates as needed to ensure information remains current

  • Pull daily/monthly reporting from the GPS system with a focus on detail accuracy, ensuring reports contain current & organized correct information in a fashion that is easily accessible for the user which will allow for excellence in the work

  • Maintain necessary information in regards to the Customer Compliant process:

  • Active participant in monthly customer complaint review

  • Enter all necessary information in regards to formal complaints, ensuring all complaint is captured with detail accuracy

  • As complaint DM/ VP responses are received in regards to the customer compliant, enters resolution into the incident ticket

  • Pull monthly initial and final reporting from the GPS system to compliance with a focus on detail accuracy, ensuring reports contain current & organized correct information in a fashion that is easily accessible for user which will allow for excellence in the work

  • Serves in a support role pertaining to debenture process by:

  • Assist with new offerings by partnering with the necessary team member(s) in order to obtain new debenture investor information and enter into the GPS system

  • As updates occur, maintain overall investor information in the Service Now ensuring that information is both current and accurate

  • Partner with vendor (GPS) to ensure debenture maintenance by providing necessary updates to GPS as applicable

  • Partner with necessary team member(s) assistance pertaining to new debentures, payouts, closures and rollovers as debentures mature by entering , updating & changing debenture based on series rate and term

  • Coordination of the Business Continuity Plan in order to ensure process is completed according to guidelines by:

  • Take an active role in the process by attending necessary meetings and keeping meeting minutes to ensure all individuals within the team are up to date on any and all pertinent information

  • Ensures agenda for "walk through" meetings contain appropriate, accurate information along with sending out the agenda to the executive management team

  • Schedule & distribute annual BCP walkthrough Plan, BIA, BCP Procedures BCP Teams, and Agenda to BCP recovery team for review and walkthrough

  • Tracks all documents pertaining to the entire process (including results when call tree is activated), ensuring information is maintained and meets BCP guidelines as they pertain to the process

Job Requirements

  • 1-3 years in the finance industry

  • 2 year college degree or equivalent experience

  • Proficient in personal computers, operating systems, and associated applications

  • Acute knowledge of help desk software and associated applications

  • Strong organizational skills

  • Strong written and oral communication skills

  • Excellent analytical skills

  • Knowledge of the finance industry and its operations is preferred

Chosen candidate will be required to successfully complete drug, background and credit screenings.

Education/Experience: 2 year college degree and/or equivalent work experience and 1-3 years of finance industry experience or a combination thereof

Heights Finance Corporation is pleased to be an Equal Opportunity Employer. We value the diversity of our employees and the benefit it brings to our company.

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Branch Support Specialist 1

Heights Finance Corporation