Job Description
About the position
- 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.
- 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.
- Benefits
- Health insurance coverage
- 401k retirement savings plan
- Paid holidays
- Professional development opportunities
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