Commercial Collections Specialist

Overview As a Commercial Services Specialist II, this role serves as the primary point of contact for Manheim's low touch commercial clients across nationwide activities. Responsibilities include administering post-sale operations at physical auction locations, MyCentral online auctions, private store sites, and supplier payments. The role involves managing relationships with internal and external stakeholders across 74+ auction locations, private store platforms, and multiple internal teams to ensure effective communication and timely, accurate service delivery. The Commercial Services Specialist II contributes to the growth and success of the Commercial Services division by promoting and educating clients on services offered within Inventory Solutions. Primary Duties / Key Responsibilities Champion post-sale activities related to in-lane, online, and private sales nationally. Serve as the main liaison for internal and assigned external clients, auction Account Administrators, and other stakeholders; oversee account relationships through shared email accounts, Teams channels, and phone queues. Demonstrate proficiency in understanding and applying Standard Operating Procedures (SOPs) within the account knowledge base for assigned low touch, less complex client accounts; ensure efficient resolution of client needs and quality client service via an inbound phone queue. Collaborate with various internal and external clients, including auction locations, accounts payable, accounts receivable, arbitration, cash apps, credit & collections, Dealshield, floorplan, mechanic shops, technology, title and OVE/Private Store teams to resolve cases with incomplete work, posting discrepancies, payment reversals, or high-risk client cases. Identify and escalate more complex issues to the Sr. Client Services Specialist and COAST/IBM/DSQWAT teams to resolve issues that impede meeting client SLAs (e.g., fee discrepancies, payment reversals, report errors). Partner with the Client Services Specialist I to provide responsive support for escalated DealShield/title transactions; research sale transaction and title location records and maintain proactive communication with clients, auction locations, and administrators on each case. Efficiently manage transaction processing by generating, verifying, and transmitting sale information for low touch clients nationwide; oversee Private Store transactions, monitor online notifications, and maintain comprehensive documentation for all transactions. Conduct comprehensive audits across 74+ auction locations and the Posting and Procurement departments to ensure fee accuracy on nationwide sold transaction records; calculate and post promotional expenses for buyer and seller sides and submit payment requests; override Oracle holds for approved payment requests following internal control standards. Maintain meticulous documentation and reporting by establishing and updating essential documents for electronic vehicle jackets and sale files; document audit discrepancies to identify performance and system issue trends; create and maintain SOPs and other documents for daily tasks and operations. Ensure accurate records, reports, and related administrative functions; prepare, review, balance, and finalize required client and internal post-sale reports using appropriate tools and systems. Represent Dealer Sales online activity for Private Store sales. Educate and influence Private Store clients on Online Vehicle Exchange, Manheim.com, and other Manheim services and products. Submit Service Station tickets to resolve transaction, payment, posting, or reporting issues or inquiries. Create and maintain SOPs and other documents required to perform daily tasks and operations. Perform related duties as assigned by the supervisor. Qualifications Minimum: High School Diploma/GED and 3 years' experience. Alternate qualifications may include a degree/certification beyond HS or 5 years' related experience. Bachelor's degree in a related discipline is preferred. Strong verbal and written communication skills. Ability to build and maintain strong business relationships. Problem solving and de-escalation skills. Strong organizational skills and attention to detail. Basic computer literacy; familiarity with Salesforce, AS400, Workbench, and basic Excel skills preferred. Previous experience as a Commercial Services Specialist strongly preferred. Ability to work independently to complete assignments within prescribed instructions and routines. Ability to sit or stand for prolonged periods. This is a hybrid role with 3 days per week in the office; candidates must reside within driving distance of a Manheim location. Compensation & Benefits Compensation: Hourly pay range is $20.10 - $30.10 per hour. The actual base rate may vary based on location and candidate knowledge, skills, and abilities. Position may be eligible for additional compensation such as commissions or incentive programs. Benefits: Eligible for a minimum of sixteen hours of paid time off per month and seven paid holidays per year, plus additional paid time off for bereavement, voting, jury duty, volunteer time off, military leave, and parental leave. Other: Applicants must be authorized to work in the United States for any employer without current or future sponsorship. EOE, including disability/vets. #J-18808-Ljbffr