Customer Relationship Analyst I

Customer Relationship Analyst I

Requirements

• Bachelor’s degree
• 1+ years’ experience in customer service, collections or credit.

Responsibilities

• Credit Line Optimization: The CRA 1 is responsible for maintaining the credit needs of the dealer, which include identifying, recommending, submitting, and processing credit line increases; managing order requests and credit over-lines as determined by HNBIF approved authority, 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 1 will field dealer inquiries, process exception reviews related to credit enhancements, business structural changes, dealer location changes, and the follow up of financial statements and credit file conditions. Additionally the CRA 1 will process interest waivers as determined by HNBIF approved authority, charge-offs, and prepare any needed dealer communication including default, acceleration and termination letters to ensure that the dealer’s account is maintained in compliance with HNBIF policy and procedures.
• Processing: The CRA 1 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 1 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 HNBIF’s proprietary account management systems.
• Account Monitoring & Reporting: The CRA 1 will leverage the proprietary account management system and dynamic analytical tools to identify stressed accounts and escalate to management attention with recommendations. The CRA 1 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 1 will champion the communication of the dealer’s needs, issues and concerns to the appropriate manufacturer contacts, HNBIF Sales, Finance, Credit, and Compliance teams as appropriate.
• Boarding: The CRA 1 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 1 will remain the primary contact for the dealer and follow through the entire process until the account is activated to ensure that HNBIF boarding goals are achieved.
• Special Projects/Travel: Opportunity to engage in process improvement projects and customer travel at the discretion of Portfolio Manager.

Preferred Qualifications

• Degree in accounting, finance, business, or economics
• 1 year 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 occasional cross functional project teams.
• 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.
• A critical thinker with the ability to prioritize, Strong attention to details and inquisitive mindset.