Compliance Services Specialist I

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The Compliance Services Specialist I position handles various transactional roles within the Compliance Services team including processing of new vehicle paperwork or annual registration renewals for vehicles managed by Wheels fleet management company. The specialist will cultivate relationships with DMVs and trusted vendors to ensure partnership across the industry and be well-versed and able to operate within external and internal systems and technologies to manage processing and communication. The specialist will adhere to detailed methods of tracking to ensure fleet vehicles are on the road legally with the proper license and registration. Individuals in this role will be assigned to one of the following working groups and understand the role includes flexibility to be reassigned to another team to suit the business needs to optimize customer satisfaction.

In addition to have a clear understanding of the responsibilities of a Compliance Services Specialist I, a Compliance Services Specialist II will:

KEY RESPONSIBILITIES:

• Offer support with inbound compliance response center call center
• Create/manage SOP’s for internal processes, SME for Compliance Services
• Monitor and manage outlier reporting and provide additional follow-up to ensure transactions are processed in a timely manner
• Partner with supervisor to investigate and resolve client issues and help manage escalation to completion
• Provide training and mentoring to newest specialists to develop skills
• Provide leadership to their respective teams by monitoring workflow, providing reports, distribute daily work, escalate timeliness/quality concerns to supervisor
• Support company initiatives and work with Specialist I to meet or exceed department KPIs and metrics
• Research legislative changes which may affect title/reg transactions and provide results to manager for additional investigation and/or system and letter updates
• Act as SME (subject matter expert) and support development of new process and/or system enhancements for improvement
• Escalate to supervisor potential events that would result in missing metrics and bring suggested solutions

SKILLS/COMPETENCIES:

• Strong customer service skills, with the ability to interact internal/external customers with diplomacy and tact
• Demonstrate excellent follow up and problem-solving skills
• Proficient with web-based system and databases and knowledgeable with navigating the internet
• High attention to detail to ensure accuracy and ability to audit invoicing
• Must be self-motivated, work well in a team environment, and demonstrate leadership qualities
• Multi-task in a fast-paced environment, while demonstrating ability to effectively prioritize tasks and maintain a high level of organization
• Proficient with Microsoft Windows and the various software it offers. (Visio, Word, Excel, Office, Etc.)
• Ability to speak and write clearly, confidently and succinctly in communications with dealers, tag agencies, government agencies, and clients
• Strong networking skills with the ability to negotiate cost and pricing with various vendors
• Complete basic math functions in order to calculate complex tax documents

EDUCATION and/or EXPERIENCE:

• High school diploma or equivalent required along with 3 previous three years of related experience and/or customer service experience.
• 2 years of previous office or customer service experience
• Use of SalesForce request management system to engage and respond to client / driver requests

PHYSICAL DEMANDS:

• Sit or stand for extended periods of time
• Reach above head to pull paper attachments
• Speak, hear, and see, and to use hand and fingers for computer keyboard and phone

EEO Statement

Wheels Donlen is a Drug-Free Workplace. All employment is contingent on successful completion of drug and background screening.
Wheels Donlen is an equal opportunity affirmative action employer and administers all personnel practices without regard to race, color, religion, sex, age, national origin, sexual orientation, gender identity or expression, marital status or domestic partnership status, disability, protected veteran status or military status, genetic information, or any other category protected under applicable law. Wheels is committed to taking affirmative steps to promote the employment and advancement of minorities, women, persons with disabilities and protected veterans.