Ancillary Specialist

General Summary: What business need does this position exist to fill?

This position involves all aspects of ancillary products, including the cancellation of products and filing gap claims.  Specialists will be responsible for ensuring the correct amount of funds are applied to the loan or returned to the customer.  Specialists will work with internal and external business partners to ensure cancellations are processed in a timely manner.  This role requires an ability to analyze, identify, and efficiently remediate any errors.

Essential Job Functions: What will be required in the role?

• Gather and review documents in order to cancel ancillary products manually and systematically in accordance with policy and procedure
• Navigate third party portals to enter cancellation requests
• Communicate with various product providers to ensure timely processing of cancellations and to resolve outstanding discrepancies.
• Follow up with appropriate 3rd party regarding delays with product cancellations and refunds posting to accounts
• File GAP in a timely manner with the correct GAP provider and follow up with insurance companies for documentation needed.
• Review exception reporting to ensure proper cancellation and application of refunds within regulatory and SLA requirements
• Assist other departments with inquires related to the cancellation and reinstatement of ancillary products
• Utilize approved databases, tools, and websites to assist in the overall ancillary process
• Perform other related duties as assigned

Knowledge, Skills and Abilities (KSAs): What KSAs are required to perform this job?

• Clear, concise and professional written and oral communications and interpersonal skills
• Proficient typing skills
• Strong time management and organizational skills, and ability to maintain a consistent and positive demeanor in a fast-paced work environment
• Ability to prioritize and multi-task to ensure the achievement of assigned performance objectives.
• Ability to effectively apply professional acumen and communication skills to favorably resolve issues escalated from internal and external customers.
• Ability to drive departmental compliance with FDCPA requirements
• Knowledge of collection policies/procedures including skip tracing and the Fair Debt Collection Practices Act (FDCPA), and general knowledge of state specific cancellation and refund regulations
• Self-motivated with strong decision-making capabilities; ability to be a self-starter
• Ability to work in an accurate, detail-oriented, and highly productive manner

Work Experience/Education: Minimum education and/or experience requirements necessary to perform this job

• High School Diploma, GED, or equivalent certification
• Experience with Microsoft Office such as Excel, Outlook and Word
• 2+ years of experience in financial services, insurance, claims and/or aftermarket products
• Associate degree or bachelor's degree in business or related field may be used as a proxy for experience

Physical Requirements: The physical demands for this job

The Physical demands described within are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Must be able to remain in a stationary position at least 75% of the time
• Occasionally move about inside the office to access file cabinets, office machinery, etc.
• Requires visual acuity and manual dexterity to constantly operate a computer and other office productivity machinery, such as a calculator, copy machine, and printer
• Frequently communicate with internal and external representatives. Must be able to exchange accurate information in these situations.
• This position could require moving objects up to 20 pounds

This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee. Duties, responsibilities and activities may change or new ones may be assigned at any time with or without notice.