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 of ancillary products, missing equipment and participation while following established policies and guidelines to protect the Dealer Partner and Company. This person will 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. They will also 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 and providing exceptional service while handling complaints, inquires, 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. The role entails to analyze data and partner with administrators to ensure customer deficiency balances and refunds are properly collected and distributed to mitigate negative customer impact. Building relationships with Dealerships and work closely with sales to support new business is essential. This role will also 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. The person needs to perform other tasks related to the SC receivables, including analyzing data on reports and spreadsheets, data entry or correction, and collaboration with other departments. They will also properly document communication activity within the system of record and perform required functional processes in a timely manner, ensuring deadlines are met. Special projects as assigned, and other duties as assigned, are also part of the job.