Compliance Cancellation/Customer Care Specialist

Compliance Cancellation / Customer Care Specialist

The Ed Napleton Automotive Group is looking for our next Compliance Cancellation / Customer Care Specialist as we continue to grow our team.

Located at Napleton Automotive Groups Oakbrook Terrace Corporate Office, this position is responsible for overseeing our established product cancellation process, assisting customers, and following up with dealership teams to ensure cancellation requests are completed and refunds are issued.

The ideal candidate understands cancellations for manufacturer (OEM) and dealer products, enjoys helping customers, and has the attention to detail and follow-through needed to manage requests from submission through completion. This position will also support other Compliance Department teams by contacting customers and state agencies as needed.

Take advantage of this opportunity to join one of the countrys largest automotive dealership groups and apply today!

What We Offer

• $24.00 per hour plus a monthly performance-based bonus opportunity of $500
• MondayFriday schedule with work/life balance and flexibility
• Medical, dental, vision, and 401(k)
• For additional benefit information, please visit NapletonCorp.MyBenefitsLibrary.com.
• Paid vacation and sick time
• Discounts on products, services, and vehicles
• Family owned and operated for more than 90 years

Job Responsibilities

• Oversee the established cancellation process for OEM and dealer products, tracking each request from receipt through completion.
• Review cancellation requests and supporting documents for completeness, and follow up with customers or dealership staff to obtain missing information.
• Work closely with dealership accounting and finance teams, product providers, and lienholders as needed to confirm cancellation status and resolve delays.
• Follow up on all cancellation requests to ensure they are completed and refunds have been issued to the appropriate party.
• Contact customers by phone and email to explain the cancellation process, request documents, answer questions, and provide status updates.
• Handle customer concerns with patience, professionalism, and care, including situations involving delayed refunds or frustrated customers.
• Maintain accurate records of cancellation requests, customer communications, follow-up efforts, and refund information.
• Identify overdue requests or unresolved concerns and bring them to the Compliance Managers attention.
• Assist other Compliance Department teams with customer and state agency communications, document requests, and follow-up as needed.
• Protect confidential customer information and maintain high ethical standards in all actions.

Job Requirements

• Two or more years of automotive dealership experience in product cancellations, billing, accounting, finance support, or a related role.
• Understanding of the cancellation process for both manufacturer (OEM) and dealer products, including required documentation and refund procedures.
• Experience with CDK is required.
• Strong customer care skills and the ability to remain professional and patient during difficult conversations.
• Clear verbal and written communication skills, with confidence speaking to customers, dealership staff, product providers, and state agencies.
• Strong organizational skills and the ability to manage multiple requests, prioritize follow-up, and meet deadlines.
• Excellent attention to detail and consistent follow-through.
• Proficiency with Microsoft Office, including Outlook and Excel, and the ability to learn cancellation portals and tracking systems.
• Ability to work independently while collaborating with dealership staff and other Compliance Department teams.
• Dealership accounts payable/receivable experience is highly desirable.
• Ability to travel up to 10%, as needed.

We are an equal opportunity employer and prohibit discrimination/harassment without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.