Representative, Dealer Operations and Collections

Representative, Dealer Operations and CollectionsCountry : United States of America

The Dealer Operations and Collections Representative is responsible for inbound / outbound communication with dealers related to receivable balances, reconciling billing discrepancies, payment and refund validations, ancillary product cancellations, missing equipment claims, participation charge-backs, and unwinds / flat cancels.

The representative supports and monitors our active dealer partners, builds a solid understanding of dealership culture, positions, and business practices, maintains a cooperative relationship with the sales team and other internal partners, and ensures practices are compliant with external regulations and internal policies.

Essential Functions :

Execute and receive communications with Dealers, via phone, chat, or e-mail, regarding statements, payment instructions, cancellation requests, missing equipment claims, participation charge-backs, unwinds, inquiries, and any other related items

Maintain a clear understanding of other departments processes including Payments, Dealer Management, and Ancillary teams.

Supporting our dealer partners with customized solutions including the negotiating of settlements, payment plans and / or other arrangements

Provide exceptional service while handling complaints, inquires, and requests via incoming Dealer emails, phone calls, and chat

Effectively handle difficult dealer conversations by utilizing conflict resolution techniques and word tracks

Properly escalate complaints and issues from dealers and internal partners

Analyze data and partner with administrators to insure customer deficiency balances and refunds are properly collected and distributed to mitigate negative customer impact

Build relationships with Dealerships and work closely with sales to support new business

Work cohesively with Payment Services, Sales Partners, Dealer Management, Titles and other Santander teams to provide best in class service for our dealer customers, remain compliant and to mitigate potential customer harm.

Perform other tasks related to the SC receivables, including analyzing data on reports and spreadsheets, data entry or correction, and collaboration with other departments

Properly document communication activity within the system of record

Perform required functional processes in a timely manner, ensuring deadlines are met

Other Functions :

Special projects as assigned

Other duties as assigned

Requirements : Education -

Education -

High school diploma or GED required

Bachelor's Degree : Business, Finance, or equivalent degree, is preferred

or equivalent work experience

Experience -

• years experience in the Auto Finance field is preferred
• years experience in Auto Dealer Services is preferred

Previous Collections, Call Center, or Auto Dealership experience is preferred

Skills & Abilities -

Proficient in basic PC applications, including Microsoft Office (Excel, PowerPoint, Word, Outlook)

Intermediate to advanced typing and data entry processing skills

Ability to communicate effectively and professionally with internal and external customers

Ability to handle multiple tasks simultaneously

Excellent organizational and time management skills with strong attention to detail

Ability to educate customer on a service or product solution

Ability to respond to internal and external requests as needed

Ability to adhere to policies, procedures, and instructions of management

Demonstrates ability to cope with ambiguous and changing environments and remains calm under pressure

Takes initiative to present problems, concerns, questions and ideas

Ability to effectively work within a team and / or individually effectively, ensuring deadlines are achieved

Working Conditions :

Frequently : Minimal physical effort such as sitting, standing, and walking

Occasional moving and lifting of equipment and furniture is required to support onsite and offsite meeting setup and tear down

Overtime work may be required based on business needs

Shifts and / or schedules may change, as dictated by management and business needs

Travel to other facilities may be required

May be required to sit and review information on a computer screen for long periods of time

May require repetitive motions of the hands and wrist related to writing and typing at an electronic keyboard.

May be required to work remote

Employer’s Rights :

This job description does not list all the duties of the job. You may be asked by your supervisors or managers to perform other duties.

You will be evaluated in part based upon your performance of the tasks listed in this job description.

The employer has the right to revise this job description at any time. This job description is not a contract for employment, and either you or the employer may terminate employment at any time, for any reason.