Dealer Communication Coordinator

Dealer Communication Coordinator

This position is responsible for the dealer performance, relationship, and funds collection associated with refund cancellations. The Dealer Communication Coordinator position will primarily involve client/dealer external communications and refund collections aimed at dealerships and will include the gathering of proceed level data as well as the overall performance of an assigned dealer or dealer network. Additionally, the Dealer Communication Coordinator may need to collaborate with client Dealer Relationship Managers to report escalations. The Dealer Communication Coordinator will be responsible for ongoing dealer relationships, representing both Allied Solutions and clients. This position is also responsible for dealer education of the Refund Plus program, dealer responsibilities in the process, and continuous follow-up and monitoring of dealer performance.

Job Duties and Responsibilities:

Data Entry, Analysis, and Database Maintenance – 10%

• Inputting data into various technology platforms to execute automated processing.
• Documenting the cancellation refund process through denial or disbursement of funds.
• Reviewing intake materials processed by other parties to ensure all information is accurate.
• Monitor and analyze dealer performance such as recovery rates, outstanding funds due, communication patterns, etc.
• Collection, maintenance, and input of dealer contact information.
• Documenting and analyzing patterns of behavior within a dealer or dealer network to support increased dealer performance over time.

Communications Servicing with Higher Level Problem Solving – 60%

• Attend various meetings via Teams or in office with either external or internal parties related to Coordinator processes for collaboration needs.
• Collaborate with other process areas to ensure quality and efficiency of all procedures, including contact with external clients.
• Update various programs with updated and correct data points and information obtained via dealer, provider or lender.
• Engage and attend various program testing with Allied development teams to enhance processes.
• Utilize various Microsoft platforms to update numerous systems with information obtained via dealer email and phone calls received.
• Investigate outstanding refunds via various reporting, utilizing said reporting to communicate with lenders and dealers via email/phone to obtain all outstanding refunds.
• Dealer recovery, with a more aggressive and persistent approach, prioritizing specific lenders and creating a more personal relationship between Allied and dealer.
• Processing email responses from dealers/providers to obtain refund information and keep all information up to date in various programs and systems.
• Fielding incoming dealer customer service calls through AWS, resolving calls with one call resolution.
• Participate in various dealer recovery enhancement testing and demos when necessary.
• Dealer/provider research through various systems to identify the lowest performing dealers; with outstanding refunds, prioritizing the highest dollar amounts owed. Tracking dealer recovery statistics to provide to management and field when requested.
• Ensuring compliance due to state driven requirements related to product cancellations and flow of funds.
• Able to multi-task while navigating within the environments of multiple systems.
• Work within multiple programs and formats to ensure flow of funds between internal areas are accurate and efficient processes.

Priority Research – 25%

• Creation and brainstorming of development of new and improvements for processes and procedures.
• Investigate various scenarios of refund and quote statuses to ensure accurate refunds to the consumer and meet state regulations.
• Conduct research on specific product contract language to properly resolve product cancellations.
• Reviewing secondary technology platforms to complete research to clear pending cancellations.
• Researching various refund and quote information to establish errors and corrections within the flow of funds to relay information to external and internal resources in order to pacify client issues.
• Research of refunds and entering check/refund information into Accounting programs, direct contact with lenders to obtain check information and research, research of client credits for process-based errors.

Other duties assigned – 5%

• Other special projects and duties as assigned.

Qualifications (Education, Experience, Certifications & KSA):

• High school diploma or GED required.
• Associate's degree, vocational training or technical training preferred.
• 3-4 years of work-related experience required.
• Access to outside programming systems needed for documentation work. Examples: RFP program, Cox automotive, and client documentation programs needed to obtain product contracts. MS Office Experience including Excel and Power BI.

The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, skills, efforts or working conditions associated with a job.