Sr. Resolution Analyst

About Us :

CDK Global is a leading provider of cloud-based software to dealerships and Original Equipment Manufacturers (“OEMs”) across automotive and related industries. The Company’s cloud-based, software as a service (“SaaS”) platform enables dealerships to manage their end-to-end business operations including the acquisition, sale, financing, insuring, repair, and maintenance of vehicles. By automating and streamlining critical workflows, the integrated platform of modern solutions enables dealers to sell and service more vehicles by creating simple and convenient experiences for customers and improves their financial and operational performance.

Position Responsibilities & Essential functions

• Independently manages large Dealer Groups, Enterprise, OEM or Partner portfolios.
• Creates custom Manual Invoice Presentment per client specifications by pulling data from multiple sources, reconciling the data, and compiling it for customer payment.
• Establishes, reviews and updates team policies and procedures.
• Works with Genpact managed services to ensure consistent application of policies and procedures across multiple teams.
• Responds to complaints, concerns, and inquiries with appropriate communication and within required timeframes.
• Uses independent discretion to resolve client issues/disputes.
• Assists with escalated calls and/or unresolved issues from the Resolution Analyst when necessary.
• Acts as gatekeeper for customer escalation before requiring manager involvement.
• Discovers trends with repetitive issues/escalated calls and reports them to Management.
• Conducts root cause analysis and recommends resolution and ways to prevent future issues.
• Identifies impacts to other CDK departments when recommending resolution of issues or changes to processes.
• Uses tact & diplomacy when dealing with internal clients (RGMs, DOSs) & external clients (Controllers, CFO’s, dealership owners and principals).
• Acts as a liaison between AR and internal CDK departments during issue investigation phase to ensure all issues are brought to resolution.
• Serves as mentor for team members and backup for AR Manager.
• Maintains systematic and organized support documentation related to the handling of any account.
• Assists all members of Collections & Resolution staff with daily processes and procedures when required.
• Develops a good working knowledge of the various departments within CDK in order to provide support to internal employees and external customers.
• Is knowledgeable about SOX and Audit Compliance as it relates to this role.
• Ad-hoc tasks and projects assigned by Manager.

Qualifications & Job Requirements

• High School Diploma required
• Minimum 2 years experience as a Resolution Analyst
• Ability to remain diplomatic, yet firm in tough conversations
• Strong attention to detail
• Excellent verbal & written communication skills and ability to work in a collaborative environment
• Self-motivator while actively participating in a team environment
• Problem solving skills to resolve client issues
• Ability to work independently with little to no supervision
• Ability to prioritize and effectively manage your time
• Excellent customer service skills
• Consistently exceeds department SLA and Goals

PREFERRED ATTRIBUTES & Qualifications

• College degree preferred
• Proficient with Microsoft Office applications (Expert)
• Advanced Excel knowledge
• Knowledge of CDK Collections and/or Contracting processes
• Bilingual in Spanish or French preferred
• Knowledge of Oracle ERP system
• Cognos Analytics and/or Power BI reporting tool knowledge
• Dealership Knowledge

Compensation: $75,000 - $85,000

CDK Global is committed to fair and equitable compensation practices. Compensation packages are based on several factors, including but not limited to skills, experience, certifications, and work location.  The total compensation package for this position may also include annual performance bonus, benefits and/or other applicable incentive compensation plans.We offer Medical, dental, and vision benefits in addition to:

• Paid Time Off (PTO)

• 401K Matching Program

• Tuition Reimbursement

At CDK, we believe inclusion and diversity are essential in inspiring meaningful connections to our people, customers and communities. We are open, curious and encourage different views, so that everyone can be their best selves and make an impact.

CDK is an Equal Opportunity Employer committed to creating an inclusive workforce where everyone is valued. Qualified applicants will receive consideration for employment without regard to race, color, creed, ancestry, national origin, gender, sexual orientation, gender identity, gender expression, marital status, creed or religion, age, disability (including pregnancy), results of genetic testing, service in the military, veteran status or any other category protected by law.

Applicants for employment in the US must be authorized to work in the US.  CDK may offer employer visa sponsorship to applicants.