The Compliance Services Specialist II position manages 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:
Please note that this description is not all-encompassing as other ad hoc tasks are expected of the position.
KEY RESPONSIBILITIES/ESSENTIAL FUNCTIONS
Provide leadership to their respective teams by monitoring workflow, providing reports, distribute daily work, escalate timeliness/quality concerns to supervisor.
Create/manage SOP's for internal processes, SME for Compliance Services
Research legislative changes which may affect title/reg transactions and provide results to manager for additional investigation and/or system and letter updates.
Partner with supervisor to investigate and resolve client issues and help manage escalation to completion.
Escalate to supervisor potential events that would result in missing metrics and bring suggested solutions.
Function as SME (subject matter expert) and support development of new process and/or system enhancements for improvement
Monitor and manage outlier reporting and provide additional follow-up to ensure transactions are processed in a timely manner.
Provide training and mentoring to newest specialists to develop skills.
Support company initiatives and work with Specialist I to meet or exceed department KPIs and metrics.
Offer support with inbound compliance response center call center
LEADERSHIP RESPONSIBILITIES
This position has no leadership responsibilities.
COMPETENCIES
Ability to speak and write clearly, confidently, and succinctly in communications with dealers, tag agencies, government agencies, and clients.
Strong customer service skills, with the ability to interact internal/external customers with diplomacy and tact.
Multi-task in a demanding environment, while demonstrating ability to effectively prioritize tasks and maintain a high level of organization.
High attention to detail to ensure accuracy and ability to audit invoicing.
Demonstrate excellent follow up and problem-solving skills.
Complete basic math functions to calculate complex tax documents.
Proficient with Microsoft Windows and the various software it offers. (Visio, Word, Excel, Office, Etc.)
Proficient with web-based system and databases and knowledgeable with navigating the internet.
Strong networking skills with the ability to negotiate cost and pricing with various vendors.
Must be self-motivated, work well in a team environment, and demonstrate leadership qualities.
EDUCATION/EXPERIENCE & KNOWLEDGE/SKILLS
High school diploma or equivalent required.
3-5 years of previous office or customer service experience
Use of Salesforce request management system to engage and respond to client / driver requests
JOB SPECIFICATIONS/ PHYSICAL DEMANDS & WORK ENVIRONMENT
Leadership Responsibility: This position has no leadership responsibilities.
Work Environment: This position is in Alpharetta, GA or DesPlaines, IL and operates in a professional office environment.
Position Type/Standard Schedule: This is a Full-time position and hours of work are Monday through Friday; 8:30 a.m. to 5 p.m.
Travel: Occasional travel (less than 10%) is expected for this position to visit with client.
Physical Demands: While performing the duties of this job, the employee must regularly talk and hear, and use hands and fingers to operate call center tools.
DISCLAIMER
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.
EEO Statement
Wheels is a Drug-Free Workplace. All employment is contingent on successful completion of drug and background screening.
Wheels 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.
