F&I Express, a Cox Automotive company, is currently looking for a Lender Support Analyst II to join our Lender Services team in Grapevine, Texas.
The responsibilities of the Lender Support Analyst II include initial assessment, triage, research and resolution of incidents and requests regarding the use of our Express Recoveries platform support financial institutions. They will also collect information through a customer conversation, accessing support tools and additional support staff (service resources) if needed. In addition, they will provide post-implementation technical support and either answer or coordinate escalation in a timely manner, own escalated issues and ensure a timely response across the organization.
Troubleshoots day-to-day customer issues and provides direct support to clients by phone, email and service desk tools.
Provides first level post-implementation technical support and either answer or coordinate escalation in a timely manner.
Creates a positive customer support experience and builds strong relationships through a deep understanding of the problem, ensuring timely resolution or escalation, communicating promptly on progress and handling customers in a professional manner.
Analyzes and resolves incidents and requests regarding use of application software. Logs and tracks incidents and requests from identification through resolution.
Follows up with other support staff (development and infrastructure team) involved in resolution to ensure incidents are resolved, requests are filled, and the customer communication is complete.
Documents resolutions and updates self-help and staff knowledge bases.
Prepares documentation for troubleshooting and escalation procedures.
Expands general knowledge of current products, increasing ability to resolve requests on first contact
Provides after hours and on-call support as needed.
Collaborates with other teams and individual on best practices, internal tools and process improvements to deliver high quality software in short cycles.
Work with lender client to ensure timely and accurate lender setup, answering questions and ensure all required documents are received to conduct systems testing prior to launch date.
Coordinate and complete systems training with all lender clients. Assist as needed after launch to provide a positive transition period for lender clients.
Bachelor's degree or 4-6 years of equivalent experience required.
Proven working experience with customers and customer support.
Excellent written and oral communication and presentation skills and desire and ability to work in a collaborative, cross-functional team environment.
Strong client-facing and communication skills.
Advanced troubleshooting and multi-tasking skills.
Ability to communicate technical information to users in non-technical, clear terms.
About Cox Automotive
Cox Automotive Inc. makes buying, selling and owning cars easier for everyone, while also enabling mobility services. The global company's 34,000-plus team members and family of brands, including Autotrader, Clutch Technologies, Dealer.com, Dealertrack, Kelley Blue Book, Manheim, NextGear Capital, VinSolutions, vAuto and Xtime, are passionate about helping millions of car shoppers, tens of thousands of auto dealer clients across five continents and many others throughout the automotive industry thrive for generations to come. Cox Automotive is a subsidiary of Cox Enterprises Inc., a privately-owned, Atlanta-based company with revenues exceeding $20 billion. www.coxautoinc.com
Cox is an Equal Employment Opportunity employer - All qualified applicants/employees will receive consideration for employment without regard to that individual's age, race, color, religion or creed, national origin or ancestry, sex (including pregnancy), sexual orientation, gender, gender identity, physical or mental disability, veteran status, genetic information, ethnicity, citizenship, or any other characteristic protected by law.
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