Job Details

Job Summary

The Cancellation Clerk is responsible for processing, verifying, and completing cancellations related to vehicle service contracts, GAP insurance, extended warranties, protection packages, and other aftermarket products. The role ensures accuracy in documentation, timely communication with F&I & vendors, and proper refund processing according to company policies and regulatory requirements.

Key Responsibilities

Cancellation Processing

• Review and process customer requests for cancellations of aftermarket products (service contracts, GAP, maintenance packages, warranties, etc.).
• Verify required documents sent in by F&I managers, record and communicate when missing paperwork.
• Prepare accurate cancellation forms and submit requests to vendors for lender initiated requests.

Documentation & Data Entry

• Update customer and vehicle records in dealership management system (PBS).
• Maintain organized and compliant digital cancellation files.
• Ensure all data entry is accurate, timely, and follows privacy and compliance regulations.

Handling Refunds

• Calculate pro-rated or unused premium amounts where necessary.
• Issuing cancellation refunds
• Reconcile vendor/bank statements and follow up on pending refunds.

Store & Vendor Communication

• Communicate cancellation status, required documents, refund timelines, and policy details to F&I managers.
• Coordinate with vendors, warranty companies, and financial institutions to confirm receipt and completion of cancellations.

Compliance & Reporting

• Ensure all cancellation processes adhere to dealership, manufacturer, lender, and legal guidelines.
• Prepare daily, weekly, or monthly cancellation reports for management.
• Identify discrepancies and escalate issues when needed.

Required Skills & Qualifications

• High school diploma or equivalent; additional administrative or finance training preferred.
• Experience in an automotive dealership, auto finance office, or administrative support role is an asset.
• Strong attention to detail and accuracy in data entry.
• Ability to read and understand contract terms and financial documents.
• Proficiency with office software (Excel, Word).
• Strong organizational, communication, and customer service skills.
• Ability to manage multiple tasks in a fast-paced environment.

Preferred Qualifications

• Prior experience as a Billing Clerk, Title Clerk, F&I Assistant, or Administrative Clerk in the automotive industry.
• Knowledge of aftermarket products, finance regulations, and dealership workflows.

Key Competencies

• Accuracy & attention to detail
• Customer service orientation
• Time management
• Problem-solving
• Communication skills
• Confidentiality & compliance awareness