Representative, Dealer Operations and Collections(100% Remote)

About the Role

The day-to-day responsibilities of this role will include executing and receiving communications with dealers via phone, mail, chat, or email, maintaining a clear understanding of other departments' processes, and supporting dealer partners with customized solutions. You will also be responsible for analyzing data, partnering with administrators to ensure customer deficiency balances and refunds are properly collected and distributed, and building relationships with dealerships to support new business.

As a Representative, Dealer Operations and Collections, you will be part of a team that values bold thinking, innovation, and the courage to challenge what's possible. You will have the opportunity to grow, learn, and make a real difference in a company that is driving a customer-centric transformation.

What You Will Do

• Execute and receive communications with dealers regarding statements, payment instructions, cancellation requests, and other related items
• Maintain a clear understanding of other departments' processes, including Payments, Dealer Management, and Titles teams
• Support dealer partners with customized solutions, including negotiating settlements, payment plans, and other arrangements
• Provide exceptional service while handling complaints, inquiries, and requests via incoming dealer emails, 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
• 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
• Perform other tasks related to 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

What We Are Looking For

• High school diploma, GED, or equivalent work experience
• Bachelor's degree in a related field or equivalent demonstrated through a combination of work experience, training, military service, or education
• 1+ years of experience in the auto finance field, preferred
• 1+ years of experience in auto dealer services, preferred
• 0+ years of experience in collections, call centers, or auto dealerships, 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 build strong relationships with dealerships and internal partners

Nice to Have

• Experience with Excel and other data analysis tools
• Knowledge of compliance and regulatory requirements in the financial services industry
• Previous experience in a customer-facing role, preferred
• Strong conflict resolution and negotiation skills

Benefits and Perks

• Competitive salary and benefits package
• Opportunity to work with a global leader in the financial services industry
• Collaborative and dynamic work environment
• Professional development and growth opportunities
• Remote work arrangement with flexible scheduling
• Access to cutting-edge technology and tools
• Comprehensive health and wellness programs
• Generous paid time off and holiday schedule
• Employee recognition and rewards programs

• Develop your skills in Excel and data analysis to stand out in this role
• Highlight your experience in customer-facing roles, particularly in the auto finance or collections industry
• Be prepared to provide specific examples of how you have handled difficult customer conversations or resolved complex issues
• Show a willingness to learn and adapt to new systems and processes
• Research Santander's company culture and values to demonstrate your enthusiasm for the role and the company
• Practice your conflict resolution and negotiation skills to effectively handle difficult dealer conversations
• Tailor your resume and cover letter to the specific requirements of the job, emphasizing your relevant experience and skills