Job Description

The Dealer Support Manager leads the Dealer Support Team (DST), serving as a critical operational hub between Funding, Underwriting, Dealer Services, and dealership partners. This role is responsible for ensuring seamless communication, efficient issue resolution, and high-quality dealer support. The Manager drives team performance, optimizes workflows, and enhances the overall dealer experience through strong leadership, process improvement, and cross-functional collaboration.

Reporting Structure

● Reports To: VP of Dealer Services

● Department: Dealer Services

● Direct Reports: Dealer Support Specialists, Dealer Relations Coordinator

Key Responsibilities

Team Leadership & Operations

● Oversee daily operations of the Dealer Support Team, ensuring effective workload distribution and coverage

● Manage call routing, ticket assignments, and team productivity

● Act as the primary escalation point for complex dealer and internal issues ● Establish and monitor service level expectations

● Coach, train, and develop team members to ensure high performance and engagement

Call & Communication Management

● Ensure timely handling of inbound overflow calls from Funding, Underwriting, Dealer Services, and dealership partners

● Maintain high standards for professionalism, accuracy, and responsiveness in all communications

● Oversee proper call routing and resolution processes

Dealer Support & Documentation Oversight

● Supervise review and approval of Proof of Income (POI) and Proof of Residence (POR) documentation

● Ensure compliance, accuracy, and completeness of submitted documents ● Oversee updates within internal systems (e.g., Norman) and communication with Underwriting when needed

Dealer Onboarding & Agreement Management

● Oversee onboarding of new dealership partners, including system setup and activation ● Ensure timely processing, tracking, and completion of dealer agreements ● Verify all documentation meets compliance and eligibility standards

● Monitor completion of required training for new partners

ACH Setup & Maintenance

● Ensure accurate setup and verification of ACH information for dealership partners ● Oversee processing of updates and changes for existing dealers

Issue Resolution & Escalation Management

● Serve as liaison between internal departments and dealership partners ● Oversee escalation handling, including:

○ Title issues

○ Missing contracts (RIC)

○ Fast Fund program exceptions

○ Deal unwinds

○ Dealer escalations

● Ensure timely follow-up and resolution

Technical Support & Systems Oversight

● Oversee troubleshooting support for dealership system issues (e.g., Norman, PinPoint, DealerTrack, RouteOne)

● Ensure proper escalation of system bugs and technical issues

● Monitor system performance trends and recurring issues

Ticket Management & Process Improvement

● Manage creation, tracking, and resolution of support tickets across systems (e.g., PinPoint, Operating System, DealerTrack, RouteOne, HubSpot)

● Ensure timely resolution and stakeholder communication

● Identify trends and implement process improvements to reduce recurring issues

Training & Dealer Enablement

● Identify training needs based on dealer interactions and support trends ● Coordinate with Dealer Services leadership to deliver training opportunities ● Support initiatives that improve dealer knowledge, efficiency, and satisfaction

Key Performance Indicators (KPIs)

● Call response time

● First-call resolution rate

● Ticket turnaround time

● Accuracy and quality of communication

● Reduction in escalations

● Customer service excellence