Customer Relationship Analyst II

Description

Summary: The Customer Relationship Analyst 2 (CRA 2) role builds strong relationships with dealers, distributors and/or manufacturers by providing outstanding customer service and support. As a more advanced role than the CRA 1, the CRA 2 will be assigned a larger number of accounts than the CRA 1. The CRA 2 analyzes dealer accounts and works closely with manufacturers and distributors to support growth, avoid delinquencies and ensure compliance to HNB-IF policies and requirements. CRA 2 manages accounts that require more focus and coordination with the manufacturer and HNB-IF Credit, Finance, and Sales teams. CRA 2 provides ongoing maintenance to existing dealers and supports boarding activities for new dealers as required. The role serves as an excellent opportunity to build a career in either Portfolio Management, Credit, or Sales functions within the dynamic inventory finance industry.

Duties & Responsibilities:

• Credit Line Optimization: The CRA 2 is responsible for maintaining the credit needs of a dealer or distributor, which includes identifying, recommending, submitting, and processing credit line increases; managing order requests and credit over-lines within assigned authorities that may exceed that of a CRA 1, and processing dealer requests related to credit line carve outs and additional product lines.

• Account Maintenance: As the primary point of contact for the dealer, the CRA 2 will field dealer inquires, process exception reviews related to credit enhancements, business structural changes, dealer location changes, the follow up of financial statements, subordination and inter-creditor agreement and other credit file conditions. In addition, CRA 2 will process interest waivers, charge-offs, and prepare any needed communication such as default, acceleration and termination letters to ensure that the dealer's account is maintained in compliance with HNB-IF policy and procures. The CRA 2 may manage dealer repossessions as supervised by CRA 3 or Portfolio Manager.

• Processing: The CRA 2 will work with the processing team in Finance to ensure that the dealer's funds are applied correctly, balances are cleared timely, and that credit memos from third parties are applied accurately and promptly. The CRA 2 will communicate with the dealer to clear any funds held in suspense, process early pay discounts, and communicate requested plan changes, inquiries and corrections via HNB-IF's proprietary account management systems. The CRA 2 will also process dealer trade in requests and refinances, and third party payoffs using similar systems tools.

• Account Monitoring & Reporting: The CRA 2 will leverage the proprietary account management system and dynamic analytical tools to identify stressed accounts and escalate to management attention with recommendations. The CRA 2 will prepare problem loan reports and work closely with Credit and Sales to manage stressed accounts.

• Communication and Coordination: As the primary point of contact with the dealer, the CRA 2 will champion the communication of the dealer's needs, issues and concerns to the appropriate manufacturer contacts, HNB-IF Sales, Finance, Credit, and Compliance teams as appropriate.

• Boarding: The CRA 2 will support boarding processes for new dealer applications when required. Activities will include contacting assigned dealers for application submission, processing the application, following the application through underwriting and compliance, and preparing and sending loan documents. The CRA 2 will remain the primary contact for the dealer and follow through the entire process until the account is activated to ensure that HNB-IF boarding goals are achieved.

• Special Projects/Travel: Opportunity to engage in process improvement projects at the discretion of Portfolio Manager. Attendance at trade shows and visits to dealers, distributors, or manufacturers may be required. Performs other duties as assigned.

Basic Qualifications:

• Bachelor's degree
• 5 years' experience in customer service, collections or credit.

Preferred Qualifications:

• Degree in accounting, finance, business, or economics

• 1 year of experience in customer service, collections, or credit roles within inventory finance strongly preferred

• Strong verbal and written communication skills

• Ability to provide excellent customer service, with particular attention for empathy concerning the dealers' needs and concerns and ability to ability confidently discuss account performance with customers.

• Ability to analyze qualitative and quantitate data and draw conclusions to solve complex account issues or concerns

• A critical thinker with the ability to prioritize Strong attention to details and inquisitive mindset

• Experience in Banking, Equipment / Specialty Finance, or Captive Finance industry in a customer advisory capacity strongly preferred.

• Demonstrated ability to learn and adapt to new systems, analytical tools, and processes

• Self-motivated, self-aware, and self-regulated

• Ability to effectively participate in cross functional project teams

Exempt Status: (Yes = not eligible for overtime pay) (No = eligible for overtime pay)

Yes

Workplace Type:

Hybrid

Huntington is an equal opportunity and affirmative action employer and is committed to providing equal employment opportunities for all regardless of race, color, religion, sex, national origin, age, disability, sexual orientation, veteran status, gender identity and expression, genetic information, or any other basis protected by local, state, or federal law.

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