Investigation Coordinator

Investigation 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. The Investigation Coordinator position will primarily involve a QA workflow/process aimed at product providers and will include the gathering of product level data as well as the resolution of the quote investigation process within the larger Refund Plus workflow. Position will also focus on obtaining and maintaining the most up to date information for dealers/providers and inputting said data into various systems. Additionally, the Investigation Coordinator will be tasked with resolving priority loans or those loans which have become aged and need manual intervention to complete within operational and client level SLAs.

Job Duties and Responsibilities:

Data Entry, Analysis, and Database Maintenance 10%

• Analyzing and comprehending various documents for pertinent information necessary.
• Inputting data into various technology platforms to execute automated processing.
• Utilize external client programs to retrieve necessary documentation for cancellation process.
• Reviewing intake materials processed by other parties to ensure all information is accurate.
• Data entry with information obtained for current dealer/provider contact information and the maintenance of master contact lists.

Communications Servicing 30%

• Investigate flow of funds for quote information due from cancelation of ancillary products via follow up contacts with either dealers, providers or the client by way of emails, phone calls, faxes or letters.
• Attend various meetings via Teams or in office with either external or internal parties related to Coordinator processes for collaboration needs.
• Contacting dealers/providers for current contact information via phone/email/internet search.

Problem Solving 25%

• Ensuring compliance due to state driven requirements related to product cancellations and flow of funds.
• Able to multi-task while navigating within the environments of multiple systems.
• Work within multiple programs and formats to ensure quote information and intake data ingestion between internal areas are accurate and efficient processes.
• Determine discrepancies between provider quoted refund, and various sources of estimated refund data.
• Locate and document missing contract bookings with providers, utilizing resources internally or externally, such as document storage, dealer communications, etc.

Priority Research 30%

• Creation and brainstorming of development of new and improvements for processes and procedures.
• Investigate various scenarios of quote statuses to ensure accurate refunds to the consumer and meet state regulations.
• Conduct research on specific product contract language to properly resolve product cancellations.
• Reviewing secondary technology platforms to complete research to clear pending cancellations.
• Prioritize workload based on variable client-facing or internal SLAs.

Other duties assigned 5%

• Other special projects and duties as assigned.

Qualifications (Education, Experience, Certifications & KSA):

• High school diploma or GED required.
• Less than 1 year of work-related experience required.
• Access to outside programming systems needed for documentation work. Examples: RFP program, Cox automotive, and client documentation programs needed to obtain product contracts.

The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, skills, efforts or working conditions associated with a job.