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Product Refund Liability Supervisor

Company: Allied Solutions
Location: Carmel
Posted on: September 13, 2019

Job Description:

A Product Refund Supervisor will supervise activities of a team of refund specialist and refund analysts (5-7 individuals) within the department and provides overall guidance and direction for the timely, accurate processing of ancillary product refunds associated with automobile loans. It will also be the responsibility of this Supervisor to oversee the processing and timely adjudication of accompanying claims for consumer and lender benefit associated with the status of the loan transaction including Total Loss and Repossession. This individual will be responsible for the overall technical direction, outcome and production of the refund and claim related activities of the team. Coordinates the work activities within the unit. Responsible for day-to-day work, production, customer service, client relations, financial outcomes, compliance and regulatory monitoring of the activities and the personnel development of the team. Ensures the day to day operations of the team meets all acceptable standards.

Job Duties and Responsibilities


  • Ensures the accurate, thorough and timely adjudication of refunds and parallel claims for benefits and the related activities of the team of refund specialists and refund analysts. The pending refunds and claims is approximately 200-400 per team member for a 5-7 member team handling workloads of 1,000 to 2,800 transactions a month.
  • Advises refund specialists and refund analysts on strategies to resolve issues as necessary after reviewing case files. Responsible for pending case files of up to 3,000 monthly.
  • Responsible for an average refund of $1,000 per transaction meaning monthly responsibilities to manage a minimum refund amount of nearly $1,000,000-$2,000,000 or more in monthly benefit per team.
  • Responsible for the overall process related to refund and claim adjudication activities including tools and resources needed to ensure the accurate and thorough process of refund and claim adjudication work items for their respective teams.
  • Ensures the accuracy of closed refunds and claims to a standard of 95% based on QA audits.
  • Ensures 100% compliance with acknowledgement by dealers of all refunds received.
  • Responsible to train, develop, and mentor staff specialist or analysts


    • Manage staff performance; implement strategies, and plans to address staff development; identify and address training needs on an ongoing basis; provide frequent performance feedback.
    • Provide enhanced technical leadership focus to strengthen the product/technical development of the staff.


    • Reviews event files and make recommendations for further handling.
    • Responsible for implementing projects and processes that improve the overall function of the department in support of the key plan items for the company.
    • Ensures the timely, accurate and thorough training of new refund and claim associates, specialists or analysts.
    • May be responsible for the remote management of team members or associates.
    • Must be able to rely on experience to accomplish departmental, divisional and corporate goals.
    • Ability to implement policies and procedures under the direction of higher level management.
    • Assist Product Refund Manager as necessary.
    • Other duties as outlined.

      Qualifications:

      • College education preferred but not required
      • 3-5 years of refund, auto lending and/or insurance processing experience required
      • Strong proven technical competency in the auto lending refund and claim arena required
      • Previous supervisory experience preferred
      • Knowledge and understanding of marketing, underwriting and account management processes
      • Current on jurisdictional laws and regulations related to ancillary auto lending products
      • Strong technical claim skills and the ability to understand and execute the refund and claim handling process and procedures that meet regulatory compliance requirements and optimize effective and efficient outcomes.
      • Interpersonal and management skills with the ability to develop associate level employees and establish a culture that delivers results to the organization.
      • Ability to provide support to management as they focus on resolution and process improvement, fulfilling all obligations while maximizing cost effectiveness, helping the business understand drivers, trends and product stress points.
      • Ability to handle multiple tasks with a strong sense of urgency.
      • Strong attention to detail and excellent organizational skills.
      • Develop and maintain effective relationships with colleagues, business partners, customers, agents, regulatory agencies and others to achieve organizational goals and create better outcomes.
      • Represent the Company, ensuring strong business relations, issues and complaints resolution, and the acquisition and retention of profitable business.
      • Strong customer services focus both internally and externally.
      • Ability to effectively and professionally present information in one-on-one and small group situations to internal customers.
      • Ability to provide support to other departments within the organization including; Retail Product, Product Development, Sales, Lender Servicing and Underwriting.
      • Ability to troubleshoot problems and/or issues;
      • Ability to provide action oriented solutions to address opportunity areas.

Keywords: Allied Solutions, Carmel , Product Refund Liability Supervisor, Other , Carmel, Indiana

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