Representative, Dealer Collections (100% Remote)

About the role

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.

Responsibilities

• Conduct inbound/outbound communications with dealers related to receivable balances, billing discrepancies, payment and refund validations, ancillary product cancellations, missing equipment claims, participation chargebacks, and unwinds/flat cancels.
• Support and monitor dealer partners, build a solid understanding of dealership culture, positions, and business practices, maintain cooperative relationships with the sales team and other internal partners, and ensure practices are compliant with external regulations and internal policies.
• Execute and receive communications with dealers via phone, mail, or email regarding statements, payment instructions, cancellation requests, missing equipment claims, participation chargebacks, unwinds, inquiries, 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 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 dealer customers, remain compliant, and mitigate potential customer harm.
• Perform 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.
• Complete special projects as assigned.

Requirements

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

Qualifications

• 1–3 years of experience in the auto finance field – Preferred
• 1–3 years of 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
• Excellent organizational and time management skills with strong attention to detail
• Ability to educate customers 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, ensuring deadlines are achieved

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.

Pay

Minimum Base Pay Range: $36,000.00 USD
Maximum Base Pay Range: $56,000.00 USD