Representative, Dealer Operations (Remote)

About the position Responsibilities • Execute and receive communications with Dealers regarding statements, payment instructions, and cancellation requests. • Maintain a clear understanding of processes in Payments, Dealer Management, and Titles teams. • Support dealer partners with customized solutions, including negotiating settlements and payment plans. • Provide exceptional service while handling complaints and inquiries via email, phone calls, and chat. • Effectively handle difficult dealer conversations using conflict resolution techniques. • Properly escalate complaints and issues from dealers and internal partners. • Analyze data and partner with administrators to ensure proper collection and distribution of customer deficiency balances and refunds. • Build relationships with Dealerships and work closely with sales to support new business. • Collaborate with various Santander teams to provide best-in-class service for dealer customers. • Document communication activity within the system of record. • Perform required functional processes in a timely manner, ensuring deadlines are met. Requirements • High school diploma or GED required; Bachelor's Degree in Business, Finance, or equivalent preferred. • 1-3 years' experience in the Auto Finance field preferred. • 1-3 years' experience in Auto Dealer Services preferred. • Previous 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 with excellent organizational and time management skills. • Strong attention to detail and ability to educate customers on service or product solutions. • Ability to adhere to policies, procedures, and instructions of management. Nice-to-haves • Experience in customer service roles within the finance or automotive industry. • Familiarity with conflict resolution techniques and customer relationship management. Benefits • Health insurance coverage • 401k retirement savings plan • Paid holidays • Professional development opportunities Apply tot his job Apply To this Job