Refund Plus Supervisor

Allied Solutions LLC; Carmel (IN); On-site; USD 85,000 - 115,000; Full time

Job summary

Allied Solutions LLC is seeking a Product Refund Supervisor to oversee a team of refund specialists and analysts in processing automobile loan refunds and related claims. The role ensures timely adjudication, quality assurance, and regulatory compliance while guiding staff development and performance.

Responsibilities include producing consistent results, managing workloads, and maintaining client relations and customer service standards across the unit.

Qualifications

• Bachelor’s degree in a related field or equivalent experience.
• 5-7 years of directly related work experience.
• 3-5 years of refund, auto lending and/or insurance processing experience.
• Strong technical competency in auto lending refund and claim processing.

Responsibilities

• Lead a team (5-7 members) in refunds and associated claims processing.
• Adjudicate refunds and benefits with accuracy and timeliness.
• Oversee QA, accuracy, and compliance with regulations.
• Develop staff, provide coaching, and monitor performance.
• Possibly manage remote team members.

Skills

Leadership

People management

Quality assurance

Regulatory compliance

Process improvement

Client relations

Communication

Problem solving

Education

Bachelor's degree in related field

Tools

Microsoft Office

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

People Leader (60%)

• 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 are 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 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.
• Manage staff performance; implement strategies and plans to address staff development; identify and address training needs on an ongoing basis; provide frequent performance feedback.
• May be responsible for the remote management of team members or associates.

Quality Oversight (30%)

• 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.
• 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.

Other Projects (10%)

• Other duties as outlined

Qualifications (Education, Experience, Certifications & KSA)

• Bachelor’s degree in a related field or an equivalent combination of education and experience required
• 5-7 years of directly related work experience 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.
• Ability to learn quickly and work with the support of claim management in a fast-paced environment and manage deadlines, provide file technical direction and report and authority requests with attention to detail.
• Ability to produce, monitor and present individual and team benchmarks and service standards and coach individuals and the team to executing and meeting stated standards.
• Excellent written, oral, interpersonal, and listening skills essential.
• Above average computer skills, including Microsoft Office products.
• Moderate dexterity – regular application of basic skills (calculator, keyboard, hand tools, eye/hand coordination.
• The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, skills, efforts or working conditions associated with a job.

The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, skills, efforts or working conditions associated with a job.

We offer our employees a robust compensation package! Our comprehensive benefits include:

• medical, dental and vision insurance coverage
• 100% company-paid life and disability coverage
• 401k options with company match
• three weeks PTO by the end of the first year
• and much more

All qualified candidates will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status, or any other characteristic protected by law.

To view our privacy statement click here

To view our terms and conditions click here