Supervisor, Dealer Administration

Octane•Irving, TX

1d•Onsite

About The Position

Octane® is revolutionizing recreational purchases by delivering a seamless, end-to-end digital buying experience. We connect people with their passions by combining cutting-edge technology and innovative risk strategies to make lifestyle purchases - like powersports vehicles, RVs, and OPE - fast, easy, and accessible. Octane adds value throughout the customer journey: inspiring enthusiasts with our editorial brands, including Cycle World® and UTV Driver®, instantly prequalifying consumers for financing online, routing customers to dealerships for an easy closing, and supporting customers throughout their loan with superior loan servicing. Founded in 2014, we’re a remote-first company with 550+ employees and over 30 OEM and 4,000 dealer partners. We are currently looking for a Complaints Supervisor to join Roadrunner’s Servicing Center in Irving, Texas, reporting to the Manager of Customer Engagement. This is a tremendous opportunity to partner with us to build a best in class servicing organization for our growing portfolio of consumer loans.

Requirements

High school graduate; Associate’s or Bachelor’s Degree a plus
Minimum one year of employment within the Customer Engagement department
5+ years of experience in MS Office including Word, Excel
Able to master use of web-based system of record (LoanPro) along with other systems used daily (training provided)
Must have experience of building and growing a team (could be in a different industry)
Must be able to analyze data and extract valuable insights
Must be hands-on, willing to embrace a “roll up your sleeves” approach to problem solving
Must exhibit effective written and verbal communication skills
Bi-Lingual English/Spanish is a plus
Strong team building and customer service skills
Strong situational analysis to resolve a wide variety of customer situations
Strong communication skills both verbally and written
Collaborative, inspirational leader with the ability to motivate team members
Excellent “people” skills and a strong customer service attitude
Detail-oriented and capable of managing multiple tasks
Honest with a strong work ethic

Nice To Haves

Associate’s or Bachelor’s Degree

Responsibilities

Drive the team’s overall success with a focus on customer satisfaction while ensuring accuracy, efficiency, an effective work flow, and a positive team environment.
Identify opportunities to improve alignment of complaint policy with business strategy and make recommendations to strategy and operating procedure improvements as appropriate.
Maintain a complete understanding of all escalation processes pertaining to complaints to assist agents as needed.
Be the main point of contact across teams and departments or any new verticals entered.
Assist and lead the team in establishing, building, and maintaining strong internal relationships.
Ensure existing operational processes are performing as intended and report/escalate any breaks impacting workflow.
Support Operations as needed.
Support company objectives and management by performing other duties as assigned