Vehicle Specialist

The Vehicle Specialist is responsible for working with Indirect lending, retail branches, customers, dealerships and motor vehicle departments to ensure the perfection of liens, resolving title and lien issues, and tracking the status of titles and UCC-1's until lien is perfected.

ESSENTIAL FUNCTIONS:

• Partner with third party vendors and agencies
• Review and send customer correspondence
• Ensure accuracy of information
• Master departmental policies and procedures
• Provide exceptional customer service
• Resolve title and lien issues
• Track the status of titles and UCC-1's until lien is perfected.
• Verify the accuracy of state issued titles and coordinating corrections when needed
• Work knowledge of reports available from within e-title system.
• Process GAP claims to completion
• Complete the placement & tracking of the Northwest's CPI process
• Provide excellent customer and business unit support service
• Maintain knowledge of job specific products and services
• Interact as appropriate with other business units within the bank
• Manage work queues/workflows as needed
• Identify and resolve customer service issues
• Process Letter of Guarantees for totaled vehicles
• Process Insurance Payoffs
• Process out of state transfers and registration requests
• Follow-up on e-title and papering unperfected liens to ensure lien position is recorded and perfected
• File GAP claims to completion insuring customer and Northwest receives fullest amount of compensation from claim
• Partner with customers, attorneys, insurance companies and the collections department, where applicable with regards to insurance claims and totaled vehicles
• Work with Indirect lending, retail branches, customers, dealerships and motor vehicle departments to insure the perfection of liens
• Manage customer, attorney, and dealership calls regarding title issues
• Ensure service levels are met
• Recommend improvements to procedures
• Review appropriate departmental records and processes
• Ensure total quality of work preformed
• Recommend quality control enhancements
• Ensure compliance with Northwest's policies and procedures, and Federal/State regulations
• Navigate Microsoft Office Software, computer applications, and software specific to the department in order to maximize technology tools and gain efficiency
• Work as part of a team
• Work with on-site equipment

KNOWLEDGE, SKILLS, AND ABILITIES:

• Ability to identify existing and potential problems, obtain and evaluate relevant information, identify possible causes of the problems, and suggest an alternative course of action including innovative or creative approaches
• Ability to allocate and effectively use information, personnel, time, and other resources necessary for implementation of Northwest's strategic plans
• Ability to make decisions, render judgments, and take action on tasks within the scope of given authority in a timely fashion
• Ability to develop, evaluate, and implement alternative courses of action, based on correct assumptions concerning resources and guidelines, and support decisions or recommendations with data or reasoning
• Ability to present and express ideas and information effectively and concisely in an oral and/or written mode in a manner appropriate for the audience
• Ability to listen and comprehend what others are saying and facilitate the open exchange of ideas and information
• Ability to motivate and provide direction in the activities of others, appropriately assigning work and authority, in the accomplishment of goals; providing advice and assistance as required
• Ability to understand and appropriately apply procedures, requirements, regulations, and policies; maintain credibility with others on specialty matters
• Knowledge e-title, DMV, Payoff and GAP processes.

QUALIFICATIONS:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. 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.

Education:

• High School Diploma or equivalent preferred

Work Experience:

• 3 - 5 years related banking/lending experience preferred
• 2 - 6 years customer service experience preferred