Member Care Escalations Rep - Judge Group

Location: Sacramento, CA
Salary: $27.00 USD Hourly - $28.00 USD Hourly
Description: Our client is currently seeking a Member Care Escalations Rep. Onsite in Sacramento, CA

Job Overview:

We are seeking a highly organized and detail-oriented Member Care Specialist to join our team. In this role, you will manage various aspects of the Dealertrack vendor system, coordinate title processes across departments and vendors, handle F&I negotiations, and ensure compliance with automotive financial processes. You will also research rejected F&I requests, monitor service and warranty lists, and maintain compliance with state and federal laws, as well as credit union policies.

Key Responsibilities:

• Dealertrack System Management: Enroll and reset employees in the Dealertrack vendor system.
• Title Coordination: Coordinate the pick-up, tracking, logging, and review of incoming and outgoing titles.
• Insurance Claims: Track and manage insurance claims related to service refunds.
• F&I Negotiations: Finalize all F&I negotiations and resolve rejected requests.
• Compliance Monitoring: Monitor service and warranty lists to ensure compliance with financial processes.
• Dealership Communication: Contact dealerships regarding outstanding refunds and unresponsive dealerships.
• Collateral Protection: Assess accounts for Collateral Protection Insurance (CPI) needs and track border seizures, Stored Vehicle Notices (SVN), and Lien Sale Notices (LSN).
• Asset Management: Collaborate with the Asset Management team to retrieve all collateral.
• Regulatory Compliance: Maintain knowledge of state and federal laws, including bank secrecy and anti-money laundering regulations.
• Account Documentation: Review and document account summaries, including communications and financial arrangements.
• Record Maintenance: Establish and update records for delinquent or negative accounts.
• Member Relations: Maintain positive relations with members, departments, and branches, handling sensitive financial matters tactfully.
• Product Knowledge: Stay informed about other Credit Union products, procedures, and systems.
• Support: Assist with escalated calls, special tasks, and projects as needed.
• Inquiry Response: Research and respond to inquiries from members and departments regarding delinquent loans and account issues.
• Policy Compliance: Monitor adherence to credit union policies and Fair Debt Collection Practices.
• Additional Duties: Perform other duties as assigned.

Qualifications:

• Proven experience in title management, F&I negotiations, and financial processes within the automotive industry.
• Strong organizational and time-management skills.
• Excellent communication and interpersonal skills.
• Proficiency in using Dealertrack or similar vendor systems.
• Ability to work independently and collaboratively within a team.
• Detail-oriented and capable of managing multiple tasks simultaneously.
• Knowledge of compliance and regulatory requirements in the automotive finance sector.

Contact: aflores@judge.com