Dealer Operations & Collections Representative (Remote)

About the role

The Dealer Operations and Collections Representative supports Santander's dealer partners by handling inbound and outbound communications related to receivable balances, billing discrepancies, payments, refunds, and equipment claims. This fully remote position works closely with sales, payment services and other internal teams to ensure compliance and deliver exceptional service.

Key responsibilities

• Communicate with dealers via phone, email, chat, or mail regarding statements, payment instructions, cancellations, missing equipment claims, chargebacks, and other inquiries.
• Maintain understanding of dealer processes and collaborate with Payments, Dealer Management, and Titles teams.
• Negotiate settlements, payment plans, and customized solutions for dealer partners.
• Handle complaints, inquiries, and requests while applying conflict‑resolution techniques.
• Escalate dealer or internal issues appropriately.
• Analyze data with administrators to ensure accurate collection and distribution of deficiency balances and refunds.
• Build relationships with dealerships and support new business alongside sales.
• Collaborate with Payment Services, Sales Partners, Dealer Management, Titles and other Santander teams to provide best‑in‑class service.
• Perform data‑entry, report analysis, and documentation of all communications in the system of record.

Required profile

• Strong verbal and written communication abilities.
• Experience handling dealer or customer inquiries and resolving conflicts.
• Attention to detail for billing reconciliation and data accuracy.
• Ability to work independently in a fully remote environment.
• Collaborative mindset to work with cross‑functional internal teams.

Required skills