Representative, Dealer Operations and Collections

This is a fully remote position, open to applicants in Texas.

📋 Description

• Manage and respond to dealer communications via phone, mail, or email regarding statements, payment instructions, cancellation requests, missing equipment claims, participation chargebacks, unwinds, inquiries, and related issues.

• Maintain a comprehensive understanding of the Payments, Dealer Management, and Titles department processes.

• Assist dealer partners by providing tailored solutions, including negotiating settlements, payment plans, and other arrangements.

• Address dealer complaints, inquiries, and requests through email, phone, and chat.

• Employ conflict-resolution techniques and effective communication strategies during challenging dealer interactions.

• Appropriately escalate dealer and internal partner complaints and issues as necessary.

• Analyze data and collaborate with administrators to ensure that deficiency balances and refunds are accurately collected and distributed.

• Cultivate relationships with dealerships and collaborate with sales to facilitate new business opportunities.

• Work in conjunction with Payment Services, Sales Partners, Dealer Management, Titles, and other Santander teams.

• Review receivables reports and spreadsheets, perform data entry or corrections, and collaborate across departments as needed.

• Document all communication activities in the system of record.

• Execute required functional processes punctually and meet deadlines.

• Complete assigned special projects and additional duties as required.

⛳️ Requirements

• High school diploma, GED, or equivalent work experience — Required.

• Bachelor’s Degree in a relevant field or equivalent demonstrated through a combination of work experience, training, military service, or education — Preferred.

• 1–3 years of experience in the Auto Finance sector — Preferred.

• 1–3 years of experience in Auto Dealer Services — Preferred.

• Previous experience in Collections, Call Center, or Auto Dealership — Preferred.

• Proficient in basic PC applications, including Microsoft Office (Excel, PowerPoint, Word, Outlook).

• Intermediate to advanced typing and data entry processing abilities.

• Strong communication skills, both effective and professional, with internal and external customers.

• Ability to manage multiple tasks simultaneously.

• Excellent organizational and time management skills with a keen attention to detail.

• Capability to educate customers on service or product solutions.

• Ability to respond to requests from internal and external parties as needed.

• Adherence to policies, procedures, and management instructions is essential.

• Ability to navigate ambiguous and changing environments while remaining calm under pressure.

• Capacity to work effectively within a team or independently while meeting deadlines.

• Legally authorized to work in the United States full-time without employer sponsorship.

🏝️ Benefits

• Fair and competitive rewards package.

• Benefits tailored to support employees, their families, and overall well-being.

• Inclusive and accessible application process.

• Reasonable accommodations available for individuals with disabilities.