Job Summary
The Dealer Operations Specialist II effectively communicates with dealers, via phone and / or e-mail, regarding complex statements, payment instructions, cancellation requests, missing equipment claims, participation charge-backs, inquiries, and any other related items.
Work closely with our Sales partners, Dealer Advocacy, Account Maintenance and Funding or any other teams necessary to provide the best service for our dealers.
Job Duties :
- Conducts independent reviews of dealer recoveries to identify owed participation refunds, ancillary product refunds, and missing optional equipment.
- Effectively communicate and handle difficult dealer conversations both verbally and written by utilizing conflict resolution techniques.
- Research dealers to resolve complex discrepancies, answer questions from various departments / team members provide accurate and complete information
- Takes lead in reviewing unidentified payments and or duplicates for accurate posting. Also completes necessary refunds request to have funds sent back to appropriate party
- Works with other departments to build effective working relationships in order to meet business goals and objectives.
- Makes business recommendations in regards to findings and policy / process improvements.
- Other duties as assigned.
Education and Work Experience :
- High School Diploma or equivalent. Some college coursework preferred.
- Two (2+) years of related experience.
- Proficiency in Microsoft Word and Excel required. Database skills preferred.
- A working knowledge of automobile finance, collections, loan services, and / or specialty areas.
- Strong analytical and problem solving skills required, as well as the ability to utilize appropriate analysis, judgment, and logic.
- Must possess sound judgment in gauging the severity of identified problems.
- Excellent written and verbal communication skills required.
- Self-motivated with the ability to complete multiple tasks with minimal supervision.
- Assist with departmental projects as needed.
- High attention to detail; able to methodically review the execution of procedures and identify issues.
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