Job description
The work we do has an impact on millions of lives, and you can be a part of it.
We help protect our customers against life’s uncertainties. Regardless of where you work within the company, you’ll be helping provide protection and peace of mind when our customers need it most.
The Senior Dealer Services Implementation Specialist is pivotal in managing the setup and ongoing modifications of dealer product and rate portfolios. This role involves strategic collaboration with Accounting, Risk, Sales, Sales Support, and Development teams, requiring technical expertise and comprehensive systems knowledge across multiple administrative platforms. Key focus areas include meeting service level agreements (SLAs), maintaining high-quality standards, and providing leadership and analytical support.
Key Responsibilities:
- Quality Assurance: Verify new business and change requests to meet customer specifications and requirements with high quality and within SLA.
- Fee Implementation: Implement fee structures as requested by sales, agents, or dealers to ensure accurate consumer charges at the time of service contract sale.
- Contract Programming: Program and implement contract forms approved by the state and lender as identified by the Product department.
- Rate Programming: Program and implement reserve rates approved by the state as identified by the Risk Management department.
- Cross-Functional Collaboration: Work with cross-functional departments for large, complex, or exception requests to ensure system capabilities meet customer expectations.
- Service Level Management: Meet department service levels and customer quality standards.
- Quality Control: Review quality control after new setup or dealer change to ensure it meets customer expectations.
- Training & Documentation: Provide training and documentation of procedures to new and current team members and address daily inquiries from employees both within and outside the team.
- Risk Mitigation: Understand end-to-end processes through cross-functional teams to predict and mitigate customer and financial risks.
- Dealer Launch Support: Support dealer launches to ensure successful sales implementations.
- Escalation Assistance: Offer escalation assistance to Web Support, Sales Operations, Contract Processing, Accounting, and Sales for troubleshooting reported customer issues.
- Management Support: Support various levels of management, regularly meeting with managers to provide support and stay connected to management activities and decision-making processes. Report any issues or trends to managers.
Skills, Abilities, Knowledge Required:
- Ability to multi-task in a fast-paced environment, including changing directions and adjusting priorities frequently.
- Promote team productivity, quality, and customer experience.
- Analytical, problem-solving, and decision-making skills.
- Demonstrate customer service excellence.
- Identify continuous improvement opportunities and benefits.
- Work with cross-functional teams and encourage collaboration.
- Effectively conduct and facilitate meetings.
- Strong interpersonal skills.
- High aptitude for problem-solving and data analysis.
- Exceptional written and verbal communication skills.
- Excellent organizational skills.
- Proficiency in MS Word, Excel, SharePoint, MS Teams, and Outlook.
Qualifications:
- Bachelor’s Degree or equivalent work experience.
- Minimum of 3 years of relevant experience in Systems Implementation Management, Quality Assurance, or similar roles.
- Comprehensive working knowledge of key Asset Protection Division products and contract process flows preferred.
$42,500 - $55,000 a year
Protective’s targeted salary range for this position is $42,500 to $55,000. Actual salaries may vary depending on factors, including but not limited to, job location, skills, and experience. The range listed is just one component of Protective’s total compensation package for employees.
This position also offers additional incentive opportunities through an annual incentive plan based on individual and Company performance.
Employee Benefits:
We aim to protect the wellbeing of our employees and their families with a broad benefits offering. In addition to offering comprehensive health, dental and vision insurance, we support emotional wellbeing through mental health benefits and an employee assistance program. Work/life balance is important and Protective offers a variety of paid time away benefits (e.g., paid time off, paid parental leave, short-term disability, and a cultural observance day). The financial health of our employees is just as important as physical and emotional health. Some of the financial wellbeing benefits include contributions to healthcare accounts, a pension plan, and a 401(k) plan with Company matching. All employees are encouraged to protect their overall wellbeing by engaging in ProHealth Rewards, Protective’s platform to improve wellbeing while earning cash rewards.
Eligibility for certain benefits may vary by position in accordance with the terms of the Company’s benefit plans.
Accommodations for Applicants with a Disability:
If you require an accommodation to complete the application and recruitment process due to a disability, please email [email protected]. This information will be held in confidence and used only to determine an appropriate accommodation for the application and recruitment process.
Please note that the above email is solely for individuals with disabilities requesting an accommodation. General employment questions should not be sent through this process.
We are proud to be an equal opportunity employer committed to being inclusive and attracting, retaining, and growing an inclusive workforce.
