Compliance Cancellation/Customer Care Specialist

Napleton Automotive Group; Illinois; On-site; USD 27,000 - 39,000; Full time

Benefits offered by this job

Bonus opportunity

Weekday schedule

Medical benefits

401(k)

Paid vacation and sick time

Employee discounts

Family-owned for 90+ years

Job summary

Napleton Automotive Group seeks a Compliance Cancellation / Customer Care Specialist at the Oakbrook Terrace Corporate Office to oversee the cancellation process for OEM and dealer products, assist customers, and coordinate with dealership teams to issue refunds.

The ideal candidate will have strong attention to detail, excellent communication, and the ability to manage multiple requests from submission through completion in a corporate setting.

Qualifications

• 2+ years of automotive dealership experience in cancellations, billing, accounting, finance support, or related role.
• Understanding of OEM and dealer product cancellations and refund procedures.
• Experience with CDK software.
• Strong customer care and communication skills.
• Proficient in Microsoft Office (Outlook, Excel).

Responsibilities

• Oversee the established cancellation process for OEM and dealer products from receipt to completion.
• Review cancellation requests and documents; follow up for missing information.
• Coordinate with dealership accounting/finance, product providers, and lienholders to confirm status.
• Ensure refunds are issued to the correct party.
• Contact customers by phone and email to explain the process and provide updates.
• Handle difficult customer conversations with professionalism and care.
• Maintain accurate records of requests and refunds.
• Identify overdue or unresolved items and escalate to Compliance Manager.
• Assist other compliance teams with communications and document requests.

Skills

Customer care

Communication

Organizational skills

Attention to detail

MS Office

CDK

Tools

CDK

Job description

We offer $24.00 per hour plus a monthly performance-based bonus opportunity of $500!

Are you an automotive dealership professional with strong customer care skills looking for a great opportunity in a corporate setting?

The Ed Napleton Automotive Group is looking for our next Compliance Cancellation / Customer Care Specialist as we continue to grow our team.

Located at Napleton Automotive Group’s Oakbrook Terrace Corporate Office, this position is responsible for overseeing our established product cancellation process, assisting customers, and following up with dealership teams to ensure cancellation requests are completed and refunds are issued.

The ideal candidate understands cancellations for manufacturer (OEM) and dealer products, enjoys helping customers, and has the attention to detail and follow-through needed to manage requests from submission through completion. This position will also support other Compliance Department teams by contacting customers and state agencies as needed.

What We Offer

• $24.00 per hour plus a monthly performance-based bonus opportunity of $500
• Monday–Friday schedule with work/life balance and flexibility
• Medical, dental, vision, and 401(k)
• For additional benefit information, please visit NapletonCorp.MyBenefitsLibrary.com.
• Paid vacation and sick time
• Discounts on products, services, and vehicles
• Family owned and operated for more than 90 years

Job Responsibilities

• Oversee the established cancellation process for OEM and dealer products, tracking each request from receipt through completion.
• Review cancellation requests and supporting documents for completeness, and follow up with customers or dealership staff to obtain missing information.
• Work closely with dealership accounting and finance teams, product providers, and lienholders as needed to confirm cancellation status and resolve delays.
• Follow up on all cancellation requests to ensure they are completed and refunds have been issued to the appropriate party.
• Contact customers by phone and email to explain the cancellation process, request documents, answer questions, and provide status updates.
• Handle customer concerns with patience, professionalism, and care, including situations involving delayed refunds or frustrated customers.
• Maintain accurate records of cancellation requests, customer communications, follow-up efforts, and refund information.
• Identify overdue requests or unresolved concerns and bring them to the Compliance Manager’s attention.
• Assist other Compliance Department teams with customer and state agency communications, document requests, and follow-up as needed.
• Protect confidential customer information and maintain high ethical standards in all actions.

Job Requirements

• Two or more years of automotive dealership experience in product cancellations, billing, accounting, finance support, or a related role.
• Understanding of the cancellation process for both manufacturer (OEM) and dealer products, including required documentation and refund procedures.
• Experience with CDK is required.
• Strong customer care skills and the ability to remain professional and patient during difficult conversations.
• Clear verbal and written communication skills, with confidence speaking to customers, dealership staff, product providers, and state agencies.
• Strong organizational skills and the ability to manage multiple requests, prioritize follow-up, and meet deadlines.
• Excellent attention to detail and consistent follow-through.
• Proficiency with Microsoft Office, including Outlook and Excel, and the ability to learn cancellation portals and tracking systems.
• Ability to work independently while collaborating with dealership staff and other Compliance Department teams.
• Dealership accounts payable/receivable experience is highly desirable.
• Ability to travel up to 10%, as needed.

We are an equal opportunity employer and prohibit discrimination/harassment without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.