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License and Title Specialist at Merchants Fleet Management

Posted in Admin - Clerical 30+ days ago.

This job brought to you by eQuest

Type: Full-Time
Location: Hooksett, New Hampshire

Job Description:

Purpose: Position provides administrative, organizational, consultative support for the Fleet Resources Department assisting Fleet Resources management on special requests and projects to fulfill our clients’ needs.  Responsible for recording and preparing tag/title documents in accordance with DMV rules and regulations.  Partner with customer service, purchasing, Alamo staff and tax to obtain missing information. Contact third party providers and dealerships for required and/or missing documentation.  Engage backups to ensure service level standards are met.

Key Responsibilities: 

Daily Workflow Reporting: (50%)

  • Use daily reports to monitor KPIs and validate all entries have been logged appropriately

  • Monitor exceptions and ensure timely response from business partners and third-party vendors

  • Engage management when processing days are at risk

  • Monitor and resolve at-risk temp tags ahead of the expiry date

    Escalate aged items and partner with management for resolution

  • Provide volumes and aging status to management during weekly meetings

Customer Satisfaction (20%)

  • Monitor client status reports to ensure timely processing of registration transactions

  • Partner with client services and delivery teams to expedite processing for at risk clients

  • Ensure service level agreements and met and maintained

Record and Prepare Tag/Title Documents for States (15%):

  • Process documents from dealers for timely payment, floorplanning and registration processing

  • Validate required documents, dates and information have been provided and are accurate

  • Partner with purchasing/delivery team to ensure timely registration for vehicle delivery

  • Determine registration path for most efficient processing

Support Specialist: (15%)

  • Back-up processor initial registration and renewals for Alamo portfolio

  • Back-up processing of titling paperwork for Texas units

  • Manage exception processing and ensure all escalated items include root cause analysis, communications to management and resolution of issues

  • Suggest process improvements to enhance quality, improve productivity and minimize risk

  • Other special projects or duties as determined by department management 


  • Strong time management, effective planning and organizational skills

  • Excellent written and oral communication skills

  • Excellent analytical skills for data and process management improvement

  • Superior written skills for client escalations

  • Experience in customer service and outbound calling

  • Able to interpret and analyze data

  • Strong process skills in a fast-paced environment

  • Ability to interface with peers, management and business partners

  • Strong computer skills with experience in Microsoft Word, Excel, and Outlook

Education and Experience:

  • Bachelor Degree in Accounting/Finance preferred

  • Minimum three years of escalation experience or time in a management role.