Compliance Cancellation/Customer Care Specialist

Napleton Corporate • Oak Brook, IL

4d • Onsite

About The Position

The Compliance Cancellation/Customer Care Specialist oversees the established cancellation process for OEM and dealer products, tracking requests from submission through completion and ensuring refunds are issued. The role reviews requests and supporting documents, follows up with customers and dealership teams to resolve missing information or delays, and provides customers with explanations and status updates by phone and email. It also supports other Compliance Department teams with customer and state agency communications, document requests, and follow-up. The position is based at Napleton Automotive Group’s Oakbrook Terrace Corporate Office.

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; confidence speaking with customers, dealership staff, product providers, and state agencies.
• Strong organizational skills, with 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 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 cancellation process for OEM and dealer products, tracking requests through completion.
• Review cancellation requests and supporting documents for completeness; obtain missing information from customers or dealership staff.
• Coordinate 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 process, request documents, answer questions, and provide status updates.
• Handle customer concerns professionally and patiently, including concerns about delayed refunds.
• Maintain accurate records of 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.
• Protect confidential customer information and maintain high ethical standards.

Benefits

• $24.00 per hour plus a monthly performance-based bonus opportunity of $500.
• Monday–Friday schedule with work/life balance and flexibility.
• Medical, dental, vision, and 401(k).
• Paid vacation and sick time.
• Discounts on products, services, and vehicles.

What This Job Offers

• Job Type: Full-time
• Education Level: No Education Listed