Underwriting & Client Services Specialist I, II, III
Summary

Responsible for providing the highest level of customer service by ensuring customer service expectations are met while maintaining company standards and utilizing proper risk guidelines in the evaluation of consumer retail installment contracts. This position has the capacity and willingness to handle and resolve challenges with a high level of complexity and customer care.

Essential Duties & Responsibilities

LEVEL I & HIGHER RESPONSIBILITIES

  • Review credit decisions from previous day’s submissions as needed or assigned (rejects, accepted and overrides) to ensure accuracy. Partake in action plan to communicate adjustments in UCFS buying decisions, and make sure delivery of the message is conveyed in a polite and positive manner as part of a proactive outreach and relationship building program. Verify and resolve red flag alerts.
  • Take calls from dealers and distributors regarding credit decision review. Has capacity and knowledge to make decisions within UCFS predetermined guidelines. Before proceeding, take necessary required steps using Underwriting Policy Standards.
  • Promptly and accurately answer routine to moderately complex questions from assigned distributors within UCFS guidelines so as to maintain current business and attract new business.
  • Resolve routine to complex situations, concerns and problems to an appropriate member of UCFS management with a recommendation for resolution and relay responses as needed. Escalate more complicated or complex concerns and problems to appropriate members.
  • Ability to build and maintain strong distributor and internal and external customer relationships. Successfully services high demand customers and potential customers.
  • Provide superior customer service with a helpful, positive and enthusiastic attitude.
  • Perform additional assignments as required to assist in achieving Team and Company goals.
  • Effectively deliver results and assume personal responsibility for achieving outcomes at Specialist level. Focuses on continuous development and process improvement. Recommends and implements improvements.
  • Flat cancel/dist. charges. Move quarter hits, misc. charges, and debits & credits for distributors. Can apply/recommend VPP and rebate payouts.
  • Make prompt and accurate consumer credit decisions on new retail installment sales contracts in conformity with UCFS guidelines to maximize volume and minimize risk.
  • Promptly and effectively resolve assigned customers’ routine to complex problems and concerns within UCFS guidelines so as to maintain current business and attract new business. Situation complexity increases with position level.
  • Coordinate and initiate UCFS day-to-day communications with assigned customers.
  • Resolve and collect on first payment defaults in assigned region in a prompt, effective and accurate manner
  • Resolve and collect on problem resolution queue accounts in assigned region in a prompt, effective, and accurate manner. May be requested to resolve more difficult account issues.
  • Promote, explain, and field questions regarding UCFS business in accordance with UCFS marketing programs.
  • Works effectively with little to no direction. Sets the example.
  • Process paperwork for RB-A (i.e., Restricted Buy – Recommended Substandard) and RB-AB (i.e., Recommended Reject) contracts; compile all required documentation and ensure all applicable customer interviews and verifications are satisfactorily completed and submit packet to appropriate team member or manager for approval. Accurately identifies and processes cancels / rebuys.
  • Ability to clearly transfer knowledge to others in area(s) of expertise. Can explain philosophies behind business decisions and policies.
  • Clearly articulate ideas, contract terms and information to internal and external customers at a high level of complexity or detail.
  • Promptly and accurately resolve contract decision appeals for assigned customers by selling the attributes of the contract while maintaining the credibility of the original reviewer.
  • More than one person may be assigned to the following tasks:
    • Keep problem queue below designated threshold for assigned distributors.
    • Keep quarter hits for assigned distributors below designated monetary threshold.
    • Work to meet accepted contract volume.
    • Change in gap (difference between coverage and charge-offs/delinquencies) for assigned distributors should be break even or positive.

LEVEL II & HIGHER RESPONSIBILITIES

  • Flat cancel/dist. charges. Move quarter hits, misc. charges, and debits & credits for distributors. Can apply/recommend VPP and rebate payouts. Prepare reserve overage recommendations for approval.
  • Make prompt and accurate consumer credit decisions on new retail installment sales contracts in conformity with UCFS guidelines to maximize volume and minimize risk. Has capacity to analyze distributor file performance and provide that information to others for more insightful decision making.
  • Ability to lead others in areas of task management, quality standards, customer service, etc.
  • Understand and utilize risk management reports (including, but not limited to, 173 and trend reports) and assess ongoing distributor trends to make accurate buying decisions based on file performance and in accordance with UCFS guidelines.

LEVEL III RESPONSIBILITIES

  • Acts as Team leader in Team Leader's absence to deliver high quality service to our customers’ buying decisions based on file performance and in accordance with UCFS guidelines.
  • In Team Leader’s absence, ensure Team takes dealer/distributor calls regarding credit decision review. Has capacity and knowledge to make decisions on any product type and any dollar amount (within UCFS predetermined guidelines). Before proceeding, take necessary required steps using Underwriting Policy Standards.
  • Understand and utilize risk management reports (including 496 reports) and assess ongoing distributor trends to make accurate buying decisions based on file performance and in accordance with UCFS guidelines.
Key Performance Indicators

These indicators apply based on level. More than one person may be assigned to the following tasks:

  • Keep problem queue below designated threshold for assigned distributors.
  • Keep quarter hits for assigned distributors below designated monetary threshold.
  • Work to meet accepted contract volume.
  • Impact change in gap (difference between coverage and charge-offs/delinquencies) for assigned distributors should be break even or positive.
Skills & Abilities
  • Ability to understand, analyze and assess risk factors on risk management reports.
  • Ability to multi-task in a busy, fast-paced, sometimes stressful and noisy environment with frequent interruptions.
  • Ability to communicate effectively on the phone and in person for up to 8 hours per day.
  • Ability to work effectively with UCFS’ employees and customers.
  • Ability to work quickly in accordance with customers’ time constraints.
  • Ability to read, write and perform mathematical calculations.
  • Ability to attend to detail.
  • Ability to understand and follow UCFS policies, procedures and guidelines.
  • Proficiency with a computer, standard office equipment and computer programs, including but not limited to Microsoft Office Suite (Outlook, Excel, Word), Online Origination Systems, automated fraud control Systems and AS/400.
Minimum Qualifications
  • High school diploma or equivalent required.
  • Must pass Underwriting Exam with 90% passing score within first 30 days (if not already certified).
  • Satisfactory performance as a Underwriting & Client Services Representative (3.0 Performance evaluation rating) or equivalent experience.
  • Bachelor’s Degree in Business, Finance or related field a plus.

For certain positions, foreign language fluency may be required.

Working Conditions

This position operates in a professional office environment at UCFS offices in Westlake, Ohio.

This is typically a full-time position, which is defined as being scheduled to work up to 40 hours or more per week. UCFS is open for operation 7 days a week, and most holidays. Specialists work Monday through Friday on the day or early evening shift, and may be called upon to work overtime, night-time and weekend hours (two weekends required each month) or permanently change their schedules as job duties demand. 

Notice

This job description in no way constitutes a contract of employment and is not a comprehensive listing of activities, duties or responsibilities that are required of an employee in this position. Duties, responsibilities, qualifications and activities may change at any time with or without advance notice.

Employment Type
Full-time
Industry
Financial Services
Job Location
865 Bassett Road, Westlake, OH, 44145
Date posted
July 26, 2020
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Position: Underwriting & Client Services Specialist I, II, III

Underwriting & Client Services Specialist I, II, III via United Consumer Financial ServicesThank you for your interest in United Consumer Financial Services. If your qualifications meet the needs of our position, we will be in touch soon!