Representative, Dealer Operations and Collections(100% Remote)

It Starts Here:

Santander is a global leader and innovator in the financial services industry and is evolving from a high-impact brand into a technology-driven organization. Our people are at the heart of this journey and together, we are driving a customer-centric transformation that values bold thinking, innovation, and the courage to challenge what’s possible.  This is more than a strategic shift.  It’s a chance for driven professionals to grow, learn, and make a real difference.

If you are interested in exploring the possibilities We Want to Talk to You!

The Difference You Make:

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.

• 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.

What You Bring:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education:

• High school diploma, GED: or equivalent work experience - Required
• Bachelor’s Degree: in related field or equivalent demonstrated through a combination of work experience, training, military service, or education - Preferred

Qualifications:

• 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 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.

Certifications:

• No Certifications listed for this job.

It Would Be Nice For You To Have:

• Established work history or equivalent demonstrated through a combination of work experience, training, military service, or education.

Work Authorization & Sponsorship:
Applicants must be legally authorized to work in the United States on a full-time basis without requiring employer sponsorship to commence employment.

What Else You Need To Know:

The base pay range for this position is posted below and represents the annualized salary range. For hourly positions (non-exempt), the annual range is based on a 40-hour work week. The exact compensation may vary based on skills, experience, training, licensure and certifications and location.

Base Pay Range:

Minimum:

Maximum:

Risk Culture:

We embrace a strong risk culture and all of our professionals at all levels are expected to take a proactive and responsible approach toward risk management.

EEO Statement:

At Santander, we value and respect differences in our workforce. We actively encourage everyone to apply. Santander is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, genetics, disability, age, veteran status or any other characteristic protected by law.

Working Conditions:

Frequent minimal physical effort such as sitting, standing and walking is required for this role. Depending on location, occasional moving and lifting light equipment and/or furniture may be required.

Employer Rights:

This job description does not list all of the job duties of the job. You may be asked by your supervisors or managers to perform other duties. You may be evaluated in part based upon your performance of the tasks listed in this job description. The employer has the right to revise this job description at any time. This job description is not a contract for employment and either you or the employer may terminate your employment at any time for any reason.

What To Do Next:

Review the internal eligibility guidelines here. If this sounds like a role you are interested in, then please apply.

We are committed to providing an inclusive and accessible application process for all candidates. If you require any assistance or accommodation due to a disability or any other reason, please contact us at TAOps@santander.us to discuss your needs.