About this role
What does it mean to be a Senior Rebates Coordinator at GLS?
The Senior Rebates Coordinator is responsible for managing and resolving severely delinquent accounts that have rolled out of the early and mid-stage collections process. This role involves working directly with dealerships to recover outstanding rebate products, conducting in-depth research, and making recommendations to leadership regarding next steps. The Senior Rebates Coordinator plays a key role in carrying out specialized administrative processes, strengthening dealer relationships, safeguarding company assets, and ensuring compliance with established processes.
How will you drive value within the organization as a Senior Rebates Coordinator?
- Manage a portfolio of accounts with a focus on collecting outstanding rebate products
- Make purposeful outbound calls to dealerships with significantly past-due rebate obligations to ensure resolution
- Research dealerships using all available tools and resources, including internal systems, online databases, agency websites, and other investigative methods
- Place outbound calls to consumers, dealers, insurance companies, and other third-party contacts to support the assigned recovery process and obtain resolutions on accounts
- Partner with internal teams to enhance the customer and dealer experience while ensuring quality assurance standards are met
- Provide recommendations to leadership regarding early- and mid-stage collection efforts to improve process effectiveness; and provide feedback and potential solutions about process efficiency and ways to improve the customer and dealer experience
- Relay unresponsive dealerships to leadership with a clear outline of all collection efforts made
- Support departmental responsibilities through cross-training and administrative functions, which may include: Indexing documents, drafting customer/dealership correspondence, completing cross-departmental assignments, overrides, cutting checks/final reviews, buybacks, unidentified payment review, QA and new hire training support
- Manage a full queue while also assisting with escalations
- Provide recommendations regarding offsetting dealer accounts and escalating matters for legal action when necessary
- Collaborate with GLS Management and the Legal Team to prepare legal files and generate legal demand letters
- Accurately maintain documentation and records to support legal processes
- Perform additional assignments and special projects as required by the needs of the company or as directed by leadership
What should you already know to be successful as a Senior Rebates Coordinator?
- High School diploma or equivalent required
- Minimum of one (2) year experience in a relevant customer service role required, automotive industry preferred
- Excellent interpersonal skills: friendly and tactful with the ability to influence others, effectively manage conflict, exercise sound judgment, effectively manage highly sensitive and confidential information, interact at all levels within the organization, and build cross-functional partnerships across the business
- Must be organized to be able to stay on track for time-sensitive deadlines
- Ability to work with a diverse customer and workforce population
- Strong verbal and written communication skills
- Team player that can adapt in a fast pace and changing environment
- Proficient computer skills with working knowledge of internet and standard business applications such as Microsoft Office; ability to quickly learn new computer applications as required
- Commitment to exemplifying the organizational core values and key competencies
Employment Requirements:
- Significant portions of daily assignments involve application of manual skills requiring motor coordination in combination with finger dexterity
- Remain in a stationary position up to 100% of the workday
- Constantly operate a computer and other standard office equipment
- Job functions involve sedentary to light physical effort. Physical demands range from sitting, walking, standing, or pushing or pulling materials. Work may involve exerting up to 10 pounds of force to lift, carry, push, pull, or move objects
- Be able to perform activities such as: viewing a computer terminal, extensive reading, bending, and kneeling
Schedule:
- This is a non-exempt, full-time position
- Must be flexible to work within departmental operating days and times which include Monday through Friday, 8:00am-6:00pm
- Regular, predictable attendance is required, including overtime hours as business demands dictate
- Evening and weekend work may be required as job duties demand
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Family and Medical Leave Act (FMLA)
Equal Employment Opportunity (EEO)
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