Full-Time Representative, Dealer Operations

The Representative, Dealer Operations is responsible for the administrative tasks that prevent loss to Company due to non-perfected liens. These tasks include: Canceling and requesting ancillary products Handling missing equipment and participation while following established policies and guidelines

• Executing and receiving communications with Dealers via phone, mail, chat, or e-mail regarding:
• Statements
• Payment instructions
• Cancellation requests
• Missing equipment claims
• Participation chargebacks
• Unwinds
• Inquiries
• Any other related items

Maintaining a clear understanding of other departments' processes including Payments, Dealer Management, and Titles teams Supporting dealer partners with customized solutions including negotiating settlements, payment plans, and/or other arrangements Providing exceptional service while handling complaints, inquiries, and requests via incoming Dealer e-mails, phone calls, and chat Effectively handling difficult dealer conversations by utilizing conflict resolution techniques Properly escalating complaints and issues from dealers and internal partners

Analyzing data and partnering with administrators to ensure customer deficiency balances and refunds are properly collected and distributed Building relationships with Dealerships and working closely with sales to support new business Working cohesively with Payment Services, Sales Partners, Dealer Management, Titles, and other Santander teams Performing other tasks related to SC receivables, including analyzing data on reports and spreadsheets, data entry or correction, and collaboration with other departments

Properly documenting communication activity within the system of record Performing required functional processes in a timely manner, ensuring deadlines are met Special projects as assigned Other duties as assigned

Qualifications

• High school diploma or GED - Required
• Bachelor's Degree or equivalent work experience in Business, Finance, or equivalent degree - 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
• 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 customers 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, ensuring deadlines are achieved

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