Supervisor, Dealer Operations

Overview

Summary/Objective

The Dealer Operations Supervisor is responsible for maintaining and managing work volume as it relates to collecting on cancelled ancillary products, GAP claims, and unperfected Liens. This will include managing outstanding ancillary refunds, outstanding GAP claims, outstanding titles needing ACA perfection, addressing reporting and process improvement needs, and meeting performance expectations set forth by management.  The ideal candidate for this role will exercise good customer service, results driven personality, critical thinking skills, and strong leadership abilities. This position requires direct communication with other departments within ACA and select dealer partners to ensure the highest level of service is being provided.

Essential Functions

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Managing members of the Dealer Products and Dealer Relations team
• Prioritizes and assigns work lists to efficiently clear outstanding cancellation requests gap claims, and unperfected titles.
• Interaction with other Specialty Team members and Servicing groups throughout the organization, including Originations and Payment Processing
• Resolving customers issues with ancillary products and gap claims
• Responsible for production goals as set forth by management
• Review cancellation and GAP claim process for improvements
• Communicate clearly and effectively with analysts to ensure proper implementation and accuracy of reports
• Compile performance data for monthly reviews with team and management
• Address escalated dealer issues with appropriate internal representatives
• Assist Dealer Relations Specialists in handling/resolving customer or dealer issues that arise from disputes between them or through breach of dealer agreement
• Assist Dealer Relations Specialists if customer issues become escalated and need further intervention
• Assist the reporting Manager in helping build the Dealer Oversight report for presentations
• Supports and sustains a positive work environment that fosters team performance through own work and behavior
• Other duties as assigned

Qualifications

• One or more years of experience in Remarketing, Repossessions, Sales or Collections
• Strong Microsoft Excel skills/ Microsoft Access skills a plus
• Self-motivated
• Ability to multi task
• Good phone communication skills
• Good organizational and time management skills to maintain work volume
• Strong negotiation/influencing skills

Supervisory Responsibility

This position requires supervisory responsibilities of a team comprised of Dealer Product Specialists.

Work Environment and Physical Demands

This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.

Position Type/Expected Hours of Work

This is a Full-Time position. Days and hours of work vary. 

Travel

This position requires no travel.

EEO Statement

ACA provides equal employment opportunities (EEO) to all applicants for employment without regard to race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, disability, genetic information, marital status, amnesty, or status as a covered veteran in accordance with applicable federal, state and local laws.  ACA complies with applicable state and local laws governing non-discrimination in employment in every location in which the company has facilities.

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.