Senior Compliance Response Specialist

JOB OVERVIEW
The Senior Compliance Response Specialist is responsible for supporting the clients and drivers using our products by completing research, resolving issues, answering questions, and providing information. A key focus of the role is leading Canada research including Corporate Registry validation, business name audits, provincial registration research, onboarding investigations, address updates, business number verifications, and resolution of business information discrepancies. In addition, the Senior is a dedicated resource for escalated client issues, various reporting, and position training.
KEY RESPONSIBILITIES - ESSENTIAL FUNCTIONS

• Support Canada compliance projects, including business name validation, active status verification, provincial number research, business information discrepancies, Wheels Canada business number reviews, registration corrections, and onboarding research.
• Research and respond to email, phone, and in person requests and questions regarding new vehicle paperwork, title and registration, violations, and toll management
• Anticipate the customer impact and respond with information and suggestions that will give the customer the best possible user experience
• Contact the appropriate internal or external resources to resolve issues including client/driver contact areas, licensing agents, and dealerships
• Develop and maintain working knowledge of jurisdictional laws and requirements relating to title and registration.
• Support assigned clients with registration request and queries.
• Assist team on escalated issues, providing guidance on next steps and follow up.
• Resource for training opportunities and jurisdictional changes/updates
• Management of requests via phone and / or SalesForce request system.
• Ability to develop and train newest employees on registration management to manage and resolve client concerns.
• Support other teams within compliance during peak season volume with offline activities such as mailing, fee entering and receiving registrations into the system.

LEADERSHIP RESPONSIBILITIES

• This position has no managerial responsibilities.

COMPETENCIES - SKILLS

• Strong customer service and problem-solving skills
• Ability to interact with customers and co-workers with diplomacy and tact
• High attention to detail and process oriented, ability to multitask
• Working knowledge of Microsoft software such as Windows, Word, Excel, Outlook and Salesforce systems
• Strong leadership skills
• French language proficiency is a plus to support regulatory research, vendor partnerships, and communications within Canadian provinces and jurisdictions but not required.

EDUCATION AND EXPERIENCE

• Minimum high school diploma required
• 2 years’ experience in the fleet industry and or automotive required.
• Two (2) years experience office/customer service

CORE VALUES

At Wheels, we believe in fostering a culture that is built on our Core Values and Guiding Principles. We cultivate a culture of excellence and innovation by upholding these values, driving our collective success and growth.

• Integrity – Always act with integrity and honesty.
• One Team – Treat others with dignity and respect; act as a cohesive, inclusive and accountable team that is making a difference.
• Innovation – Drive continuous improvement, spark creativity and embrace next generation thinking.
• Customer Success – Ensure that customer and driver success is at the heart of everything we do.

CULTURAL ATTRIBUTES

At Wheels, our culture guides us how we work every day, and we look for team members who show these behaviors:

• Discipline Drives Quality – Plan the Trip: Think proactively, hold a high bar, follow through by leveraging experience and systems. To produce quality outcomes, we must be intentional and deliberate in everything we do, from big bets to daily execution.
• Intellectually Curious – Fuel Your Minds: Be bold, challenge assumptions, think differently, look outside the box. Strive to unlock your own thinking and create new possibilities.
• Commit and Deliver – Own It: Take responsibility for your work, from start to finish, and be accountable for the results. Think and act like an owner of the business.
• Relationships Matter – Share the Ride: Trust is central, both with key internal and external stakeholders. Relationships are not a side effect of work but a driver of success.

JOB SPECIFICATIONS, PHYSICAL DEMANDS AND WORK ENVIRONMENT
Work Environment: This position is in Illinois and operates in a professional office environment.
Position Type/Standard Schedule: This is a full-time position, Monday through Friday.
Travel: No Travel required for this position.
Physical Demands: Speak, hear, and see, and to use hand and fingers for computer keyboard and phone. Sit or stand for extended periods of time. Reach above head to pull paper attachments.
DISCLAIMER

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

Wheels recognizes benefits are a significant part of your employee experience, and we've created a robust benefits package that is market-leading, competitive offerings so you and your family can receive outstanding care. Please click here for an overview of the benefits available to you and your family.

Pay Range:

The base salary range for this position is listed above. This position is eligible to participate in the annual incentive plan which is based on company performance and individual performance. Compensation ranges are based on several factors including job function, level, and geographic location. Final offer amounts are determined by multiple factors including candidate experience, education, certifications, skill level and expertise, and may vary from the amounts listed here.