Representative, Dealer Operations and Collections; Remote

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.

If you are interested in exploring the possibilities, we want to talk to you!

The Dealer Collections Representative is responsible for inbound/outbound communications with dealers related to receivable balances, reconciling billing discrepancies, payment and refund validations, ancillary product cancellations, missing equipment claims, participation chargebacks, and unwinds/flat cancels. The representative supports and monitors our dealer partners, builds a solid understanding of dealership culture, positions, and business practices, maintains a cooperative relationship with the sales team and other internal partners, and ensures practices are compliant with external regulations and internal policies.

• Execute and receive communications with Dealers, via phone, mail, or e‑mail, regarding statements, payment instructions, cancellation requests, missing equipment claims, participation chargebacks, unwinds, inquiries, and any other related items.
• Maintain a clear understanding of other departments’ processes including Payments, Dealer Management, and Titles teams.
• Support our dealer partners with customized solutions including the negotiating of settlements, payment plans and/or other arrangements.
• Provide exceptional service while handling complaints, inquiries, and requests via incoming Dealer e‑mails, phone calls, and chat.
• Effectively handle difficult dealer conversations by utilizing conflict resolution techniques and word tracks.
• Properly escalation 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 our dealer customers, remain compliant and mitigate potential customer harm.
• Perform other 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.

• High school diploma or GED – Required
• Bachelor's Degree:
  Business, Finance, or equivalent degree. Preferred
• Or equivalent work experience
• 1–3 years’ experience in the Auto Finance field. Preferred
• 1–3 years’ 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 customer 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 effectively, ensuring deadlines are achieved.

No certifications listed for this job.

• Established work history or equivalent…