Refund+ Coordinator

This position is responsible for the daily activities associated with ancillary product refund cancellations that must be adjudicated for Allied’s lender client base. These activities include reviewing auto loan documents, data processing, executing system tasks, and follow up of process execution. This position will also include a quality assurance process with carrier providers when the product refund is compromised, denied or inaccurate. In addition, this position will be responsible for intervening during any breakdown of the process to resolve and execute the cancellation in a timely and efficient manner.

Job Duties and Responsibilities:

Data Entry, Analysis, and Database Maintenance (30%)

• Reading and understanding the auto loan/provider documents for coverage amounts and terms
• Inputting data into two technology platforms to execute automated processing
• Quality control check to validate that provider of product matches
• Documenting the cancellation refund process through denial or disbursement

Outbound/Inbound Phone Servicing (20%)

• Conduct follow up contacts to insurance carriers related to GAP status
• Conduct follow up contacts to providers if exact quote is not returned timely
• Conduct follow up contacts to dealers if acknowledgement package is not returned timely.

Decision Making/Critical Thinking (40%)

• Conduct research on specific product contract language to properly resolve the cancellation
• Reviewing secondary technology platform to complete research to clear pending cancellations
• Maintain compliance due to state driven requirements related to product cancellations
• Significant phone activity required to remediate outstanding issues within the F&I system.
• The ability to multi-task while navigating within the environments of multiple systems
• Will need to confirm accuracy of Refund amounts that a due to the client.

Other Projects (10%)

• Other special projects and duties as assigned

Qualifications (Education, Experience, Certifications & KSA):

• High School Diploma or GED required
• Bachelor’s degree preferred; or equivalent combination of education and experience
• 3 – 4 years related experienceInternal experience will be highly consideredLending, insurance, financial or automobile dealership background preferredProfessional office experience preferredCustomer telephone experience preferredAny experience with a compliance or regulatory or auto service provider will be considered

Qualifications

• Internal experience will be highly considered
• lending, insurance, financial or automobile dealership background preferred
• Min of 3 years of professional office experience preferred
• Telephone skills with a minimum of 3 year customer telephone experience preferred
• Any experience with a compliance or regulatory or auto service provider will be considered

Knowledge, Skills and Abilities

• Understanding of auto lending contracts, dealer service contracts and provider contracts
• Understanding state compliance requirements for product cancellations
• Strong customer service focus or previous customer service experience required
• Strong computer skills with knowledge of Lotus Notes, Microsoft office suite (45 wpm)
• Strong attention to detail, including math computation, producing a product that is accurate
• Ability to acknowledge and respect confidential information
• Ability to critically think and execute a task, if met with opportunity
• Ability to work in a professional environment and interact with Financial Institution clients
• Ability to handle multiple tasks, meet deadlines and manage multiple support functions
• Ability to learn quickly and adapt to different workload scenarios
• Ability to work independently and make fact-based decisions based on data analysis

Working Conditions, Mental and Physical Demands

• Typically, an office environment with adequate lighting and ventilation
• Work assignments are diversified. Interpret, comprehend and apply complex material.
• Minimal physical effort required

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We offer our employees a robust compensation package! Our comprehensive benefits include: medical, dental and vision insurance coverage; 100% company-paid life and disability coverage, 401k options with company match, three weeks PTO by the end of the first year and much more. Allied proudly promotes from within as part of a strong commitment to providing career growth opportunities for employees of all levels. Our diverse business portfolio allows employees broad career options with the advantage of staying with the same organization.

All qualified candidates will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status, or any other characteristic protected by law.