Compliance Cancellation/Customer Care Specialist

Napleton Corporate•Oakbrook Terrace, IL

3d•Onsite

About The Position

The Ed Napleton Automotive Group is hiring a Compliance Cancellation/Customer Care Specialist to support its established product cancellation process at the Napleton Automotive Group Oakbrook Terrace Corporate Office. The role oversees cancellation requests for manufacturer (OEM) and dealer products, assists customers, and follows up with dealership teams to ensure requests are completed and refunds are issued. The specialist manages each request from submission through completion and supports other Compliance Department teams by contacting customers and state agencies as needed. The position involves reviewing requests and supporting documents, obtaining missing information, coordinating with dealership accounting and finance teams, product providers, and lienholders, and communicating with customers by phone and email. The specialist maintains accurate records, addresses concerns professionally, identifies overdue requests for the Compliance Manager, and protects confidential customer information. The schedule is Monday through Friday, with flexibility and work/life balance noted. Travel of up to 10% may be needed.

Requirements

Two or more years of automotive dealership experience in product cancellations, billing, accounting, finance support, or a related role.
Understanding of cancellation processes for manufacturer (OEM) and dealer products, including required documentation and refund procedures.
Experience with CDK is required.
Strong customer care skills and the ability to remain professional and patient during difficult conversations.
Clear verbal and written communication skills, including confidence communicating with customers, dealership staff, product providers, and state agencies.
Strong organizational skills and the ability to manage multiple requests, prioritize follow-up, and meet deadlines.
Excellent attention to detail and consistent follow-through.
Proficiency with Microsoft Office, including Outlook and Excel, and the ability to learn cancellation portals and tracking systems.
Ability to work independently while collaborating with dealership staff and other Compliance Department teams.
Ability to travel up to 10%, as needed.

Nice To Haves

Dealership accounts payable/receivable experience is highly desirable.

Responsibilities

Oversee the established cancellation process for OEM and dealer products, tracking each request from receipt through completion.
Review cancellation requests and supporting documents for completeness, and follow up with customers or dealership staff to obtain missing information.
Work with dealership accounting and finance teams, product providers, and lienholders to confirm cancellation status and resolve delays.
Follow up on cancellation requests to ensure completion and issuance of refunds to the appropriate party.
Contact customers by phone and email to explain the cancellation process, request documents, answer questions, and provide status updates.
Handle customer concerns professionally and patiently, including concerns involving delayed refunds or frustrated customers.
Maintain accurate records of cancellation requests, customer communications, follow-up efforts, and refund information.
Identify overdue requests or unresolved concerns and bring them to the Compliance Manager’s attention.
Assist other Compliance Department teams with customer and state agency communications, document requests, and follow-up as needed.
Protect confidential customer information and maintain high ethical standards.