Representative, Dealer Operations (Remote)

Santander Bank • Austin, TX

374d • Remote

About The Position

The Dealer Collections Representative is responsible for managing inbound and outbound communications with dealers regarding various financial matters, including receivable balances, billing discrepancies, and payment validations. This role involves building strong relationships with dealership partners, ensuring compliance with regulations, and providing exceptional service while addressing dealer inquiries and complaints.

Requirements

• High school diploma or GED required; Bachelor's Degree in Business, Finance, or equivalent preferred.
• 1-3 years' experience in the Auto Finance field preferred.
• 1-3 years' experience in Auto Dealer Services preferred.
• Previous Collections, Call Center, or Auto Dealership experience preferred.
• 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 with excellent organizational and time management skills.
• Strong attention to detail and ability to educate customers on service or product solutions.
• Ability to adhere to policies, procedures, and instructions of management.

Nice To Haves

• Experience in customer service roles within the finance or automotive industry.
• Familiarity with conflict resolution techniques and customer relationship management.

Responsibilities

• Execute and receive communications with Dealers regarding statements, payment instructions, and cancellation requests.
• Maintain a clear understanding of processes in Payments, Dealer Management, and Titles teams.
• Support dealer partners with customized solutions, including negotiating settlements and payment plans.
• Provide exceptional service while handling complaints and inquiries via email, phone calls, and chat.
• Effectively handle difficult dealer conversations using conflict resolution techniques.
• Properly escalate complaints and issues from dealers and internal partners.
• Analyze data and partner with administrators to ensure proper collection and distribution of customer deficiency balances and refunds.
• Build relationships with Dealerships and work closely with sales to support new business.
• Collaborate with various Santander teams to provide best-in-class service for dealer customers.
• Document communication activity within the system of record.
• Perform required functional processes in a timely manner, ensuring deadlines are met.

Benefits

• Health insurance coverage
• 401k retirement savings plan
• Paid holidays
• Professional development opportunities

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Industry: Credit Intermediation and Related Activities
• Education Level: High school or GED