Dealer Services Implementation Specialist

Summary

Join Protective as a Senior Dealer Services Implementation Specialist and play a pivotal role in managing the setup and modifications of dealer product and rate portfolios. Collaborate strategically with various teams, leveraging technical expertise and systems knowledge across multiple platforms. Key responsibilities include meeting service level agreements (SLAs), maintaining high quality, providing leadership and analytical support, and ensuring accurate consumer charges. You will implement fee structures, program contracts and rates, and work with cross-functional departments on complex requests. The role also involves training, documentation, risk mitigation, dealer launch support, and escalation assistance. This position offers a competitive salary and a comprehensive benefits package.

Requirements

• 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
• Bachelor's Degree or equivalent work experience
• Minimum of 3 years of relevant experience in Systems Implementation Management, Quality Assurance, or similar roles

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

Preferred Qualifications

Comprehensive working knowledge of key Asset Protection Division products and contract process flows preferred

Benefits

• Comprehensive health, dental and vision insurance
• Mental health benefits and an employee assistance program
• A variety of paid time away benefits ( e.g. , paid time off, paid parental leave, short-term disability, and a cultural observance day)
• Contributions to healthcare accounts
• A pension plan
• A 401(k) plan with Company matching
• ProHealth Rewards, Protective’s platform to improve wellbeing while earning cash rewards