Processing Agent

Department

Processing

Prepared By

Blake Harvey

Date

12./30/25

Processing Agents are responsible for drafting cancellation letters for all ancillary products that we find refunds for. Once these letters are drafted, processing agents find the correct contact (either at the dealership or at the administrator) and send the cancellation letter to them. Agents are responsible for verifying that the information in the letter is accurate, so that we receive accurate refunds.

• Formulate cancellation letters for ancillary products by gathering information from Salesforce and entering the refund information into the template
• Send the cancellation letters to the appropriate contact (either at the dealership or administrator)
• A processing agent may be assigned to specifically process any of the following types of accounts:
  • Ally accounts
  • Ally ARK accounts
  • GMF accounts
  • GME accounts
  • Debt File accounts
• (
  * Depending on volume of accounts and availability of staff*) A processing agent could be asked to assist the accounting department in opening/prepping checks that are sent to P40

• Objective is to put together an accurate cancellation letter, with correct details of the ancillary product(s)
• Processing Agents are expected to create a high number of letters per day, and get the letters into the hands of the right point-of-contact for processing
• Must be able to navigate our system to find information and enter the information accurately into the cancellation letters
• Processing Agents are expected to reach specific performance standards that are set forth by their team lead. These standards may vary depending on the volume of processing accounts or the type of accounts that they are assigned to process.

• Office experience handling a high volume of accounts is preferred (but not required)

• Minimum Requirement:
  High School Diploma or GED