Refund Plus Supervisor

Allied Solutions LLC•Dakota Dunes, SD

About The Position

A Product Refund Supervisor will supervise activities of a team of refund specialist and refund analysts (5-7 individuals) within the department and provides overall guidance and direction for the timely, accurate processing of ancillary product refunds associated with automobile loans. It will also be the responsibility of this Supervisor to oversee the processing and timely adjudication of accompanying claims for consumer and lender benefit associated with the status of the loan transaction including Total Loss and Repossession. This individual will be responsible for the overall technical direction, outcome and production of the refund and claim related activities of the team. Coordinates the work activities within the unit. Responsible for day-to-day work, production, customer service, client relations, financial outcomes, compliance and regulatory monitoring of the activities and the personnel development of the team. Ensures the day-to-day operations of the team meets all acceptable standards. Job Duties and Responsibilities: People Leader (60%): Ensures the accurate, thorough and timely adjudication of refunds and parallel claims for benefits and the related activities of the team of refund specialists and refund analysts. The pending refunds and claims are approximately 200-400 per team member for a 5-7 member team handling workloads of 1,000 to 2,800 transactions a month. Advises refund specialists and refund analysts on strategies to resolve issues as necessary after reviewing case files. Responsible for pending case files of up to 3,000 monthly. Responsible for the overall process related to refund and claim adjudication activities including tools and resources needed to ensure the accurate and thorough process of refund and claim adjudication work items for their respective teams. Manage staff performance; implement strategies and plans to address staff development; identify and address training needs on an ongoing basis; provide frequent performance feedback. May be responsible for the remote management of team members or associates. Quality Oversight (30%): Responsible for an average refund of $1,000 per transaction meaning monthly responsibilities to manage a minimum refund amount of nearly $1,000,000-$2,000,000 or more in monthly benefit per team. Ensures the accuracy of closed refunds and claims to a standard of 95% based on QA audits. Ensures 100% compliance with acknowledgement by dealers of all refunds received. Other Projects (10%): Other duties as outlined Qualifications (Education, Experience, Certifications & KSA):

Requirements

Bachelor’s degree in a related field or an equivalent combination of education and experience required
5-7 years of directly related work experience required
3-5 years of refund, auto lending and/or insurance processing experience required
Strong proven technical competency in the auto lending refund and claim arena required
Knowledge and understanding of marketing, underwriting and account management processes
Current on jurisdictional laws and regulations related to ancillary auto lending products
Strong technical claim skills and the ability to understand and execute the refund and claim handling process and procedures that meet regulatory compliance requirements and optimize effective and efficient outcomes.
Interpersonal and management skills with the ability to develop associate level employees and establish a culture that delivers results to the organization.
Ability to provide support to management as they focus on resolution and process improvement, fulfilling all obligations while maximizing cost effectiveness, helping the business understand drivers, trends and product stress points.
Ability to handle multiple tasks with a strong sense of urgency.
Strong attention to detail and excellent organizational skills.
Develop and maintain effective relationships with colleagues, business partners, customers, agents, regulatory agencies and others to achieve organizational goals and create better outcomes.
Represent the Company, ensuring strong business relations, issues and complaints resolution, and the acquisition and retention of profitable business.
Strong customer services focus both internally and externally.
Ability to effectively and professionally present information in one-on-one and small group situations to internal customers.
Ability to provide support to other departments within the organization including Retail Product, Product Development, Sales, Lender Servicing and Underwriting.
Ability to troubleshoot problems and/or issues.
Ability to provide action oriented solutions to address opportunity areas.
Ability to learn quickly and work with the support of claim management in a fast-paced environment and manage deadlines, provide file technical direction and report and authority requests with attention to detail.
Ability to produce, monitor and present individual and team benchmarks and service standards and coach individuals and the team to executing and meeting stated standards.
Excellent written, oral, interpersonal, and listening skills essential.
Above average computer skills, including Microsoft Office products.
Moderate dexterity – regular application of basic skills (calculator, keyboard, hand tools, eye/hand coordination.

Nice To Haves

Previous supervisory experience preferred

Responsibilities

Ensures the accurate, thorough and timely adjudication of refunds and parallel claims for benefits and the related activities of the team of refund specialists and refund analysts.
Advises refund specialists and refund analysts on strategies to resolve issues as necessary after reviewing case files.
Responsible for pending case files of up to 3,000 monthly.
Responsible for the overall process related to refund and claim adjudication activities including tools and resources needed to ensure the accurate and thorough process of refund and claim adjudication work items for their respective teams.
Manage staff performance; implement strategies and plans to address staff development; identify and address training needs on an ongoing basis; provide frequent performance feedback.
Ensures the accuracy of closed refunds and claims to a standard of 95% based on QA audits.
Ensures 100% compliance with acknowledgement by dealers of all refunds received.
Other duties as outlined