Manager Dealer Services

At Exeter Finance, we are committed to helping customers find the right financing for their next vehicle purchase. By building strong relationships with our customers and network of dealer partners we are able to give options that make sense, getting customers behind the wheel of their car. 

Every team member is integral to our success. Whether you’re at a servicing center helping customers with their loans, in the field building relationships with dealers, or supporting the company from its corporate offices, you'll enjoy a nurturing, invigorating and positive work environment.

Our vision is to be a premier finance company and lender of choice known for its People, Performance and Service.

Job Description

Job Summary:

People leadership role in dealer support operations, ensuring efficient and effective service to the company’s network of dealers. Manages a team that provides assistance in financing, documentation, and operational processes, addressing dealer inquiries, and maintaining positive relationships. This position will drive initiatives to improve dealer satisfaction, streamline processes, and ensure compliance with company policies and industry regulations. The position also requires close collaboration with cross-functional teams such as credit, legal, and compliance to resolve dealer issues and optimize dealer performance.

Job Duties:

• Lead and manage the dealer services team, ensuring they provide timely and efficient support to dealers for all inquiries and operational issues related to finance applications, contracts, and payments.

• Develop, implement, and enforce dealer services processes and policies to ensure consistency, compliance, and a high level of service to dealers across the network.

• Serve as the primary point of escalation for complex dealer issues, working to resolve problems promptly and effectively, ensuring dealer satisfaction and retention.

• Build and maintain strong relationships with dealers, understanding their needs, addressing concerns, and providing ongoing support to foster long-term partnerships.

• Monitor and analyze dealer service metrics, identifying trends and areas for improvement, and working with the team to optimize processes and increase efficiency.

• Collaborate with credit, legal, compliance, and other departments to ensure that dealer transactions and operations are in compliance with regulatory requirements and company policies.

• Lead and project manage dealer onboarding and training programs, ensuring that new dealers are properly introduced to company policies, systems, and processes, and that existing dealers are updated on changes or improvements.

• Ensure timely and accurate processing of dealer transactions, including financing applications, contracts, and payments, with a focus on minimizing errors and delays.

• Coordinate and lead initiatives to improve dealer satisfaction, implementing feedback from dealers to enhance services, streamline operations, and improve overall performance.

• Provide regular updates to senior leadership on dealer service performance, including key metrics, challenges, and opportunities for improvement.

• Manage dealer compliance with contractual obligations and regulatory requirements, conducting regular audits and reviews to ensure compliance with lending laws, privacy laws, and internal policies.

• Collaborate with marketing and sales teams to implement dealer incentive programs, promotional offers, and other initiatives designed to improve dealer performance and engagement.

• Ensure the proper handling and security of sensitive dealer information, adhering to data privacy regulations and company security protocols.

• Lead the development and execution of process improvements in dealer services, driving efficiencies and reducing operational bottlenecks.

• Stay up-to-date with industry trends, regulations, and best practices to ensure the dealer services team is operating at the highest level of performance.

• Develop and maintain reporting systems to track dealer performance, service levels, and other relevant metrics to monitor team success and identify areas for improvement.

• Provide coaching, training, and performance management to team members, ensuring that the team is motivated, knowledgeable, and effective in delivering high-quality service.

• Foster a collaborative environment within the team and across departments, ensuring seamless communication and a unified approach to dealer service.

• Other duties as assigned.

Education and Work Experience:

• Education: High school diploma or equivalent, degree preferred

• Work Experience: 8+ relevant experience 2+ leadership experience 

• Proven experience in dealer services, dealer operations, or a related field within the automotive finance or lending industry.

• Strong leadership skills with experience managing and developing a team, providing coaching, guidance, and performance management.

• In-depth knowledge of automotive financing, dealer agreements, loan processing, and associated operational functions.

• Strong understanding of regulatory compliance requirements, including lending laws, consumer protection laws, and industry-specific guidelines.

• Excellent interpersonal and communication skills, with the ability to build and maintain relationships with dealers, internal teams, and external partners.

• Proven ability to handle complex dealer issues, ensuring timely resolution and a high level of dealer satisfaction.

• Analytical and problem-solving skills, with the ability to evaluate dealer performance data, identify trends, and implement process improvements.

• Experience with dealer management systems and financial systems, and proficiency in Microsoft Office Suite (Word, Excel, Outlook).

• Strong organizational skills with the ability to manage multiple priorities, deadlines, and projects simultaneously.

• Ability to think strategically and drive process improvements that enhance dealer operations and performance.

• High level of attention to detail, ensuring compliance and accuracy in all dealer transactions and documentation.

• Strong customer service orientation with a commitment to delivering exceptional service to internal and external customers.

• Ability to mentor and provide training to team members, developing their skills and ensuring a high-performing team.

• A proactive, results-driven approach to managing dealer relationships, service levels, and operational performance.

• Ability to work collaboratively with cross-functional teams to achieve company goals and improve dealer satisfaction.

• Strong understanding of data privacy and security regulations to ensure proper handling of sensitive dealer information.

Individual compensation packages are based on various factors unique to each candidate including

skill set, experience, qualifications and other job-related reasons.

Exeter Finance LLC is an Equal Opportunity Employer.