Representative - Dealer Operations

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Santander

WebsiteLinkedInAll Job Openings

Banking • Financial Services • Banca • Servicios Financieros • Corporate Banking

10,000+ employees

Founded 1857

🏦 Banking

💸 Finance

💳 Fintech

💰 Post-IPO Equity on 2013-05

Description

• The Dealer Collections Representative is responsible for inbound/outbound communications with dealers related to receivable balances, reconciling billing discrepancies, payment and refund validations, ancillary product cancellations, missing equipment claims, participation chargebacks, and unwinds/flat cancels. • The representative supports and monitors our 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, mail, chat, or e-mail, regarding statements, payment instructions, cancellation requests, missing equipment claims, participation chargebacks, unwinds, inquiries, and any other related items. • Maintain a clear understanding of other departments processes including Payments, Dealer Management, and Titles 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 e-mails, 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.

Requirements

• Education: High school diploma or GED required. • Bachelor's Degree: Business, Finance, or equivalent degree, is preferred. or equivalent work experience. • Experience: 1-3 years’ experience in the Auto Finance field is preferred. • 1-3 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.