Representative, Dealer Operations and Collections(100% Remote)

Santander • Dallas, TX

3d • Remote

About The Position

The Dealer Operations and 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.

Requirements

• High school diploma, GED: or equivalent work experience - Required
• 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.

Nice To Haves

• Bachelor’s Degree: in related field or equivalent demonstrated through a combination of work experience, training, military service, or education - Preferred
• 1+ Years Auto Finance field experience - Preferred.
• 1+ Years Auto Dealer Services experience - Preferred.
• 0+ Years Collections, Call Center, or Auto Dealership experience - Preferred.
• Established work history or equivalent demonstrated through a combination of work experience, training, military service, or education.

Responsibilities

• 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, inquiries, 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 ensure 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
• Special projects as assigned.
• Other duties as assigned.

Benefits

• Base Pay Range: Minimum: $36,000.00 USD Maximum: $56,000.00 USD
• Fair and competitive rewards package
• Benefits designed to support you, your family and your well-being, now and into the future.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED