Dealer Support Manager

Position Summary

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