Assistant Relationship Manager

About the Role

As a member of the Dealer Sales Pod, the Assistant Relationship Manager (ARM) is responsible for leveraging the Sales System & Protocol to ensure an iconic experience for the dealer and Capital One. The ARM enables ASM, DSM, and RM partners to focus on building best-in-class relationships and offering solutions through consultative selling.

Key Responsibilities

• Serve as the main point of contact for dealer customer service escalations.
• Provide high-touch concierge service.
• Develop a deep understanding of Capital One's products and programs.
• Mine for dealer pings and proactively set up other Sales Pod members for effectiveness in their dealer conversations.
• Cultivate positive relationships with dealer customers, becoming their point of contact for all service and execution needs.
• Act as a support and administrative coordinator between Capital One and dealership customers.
• Manage and resolve outstanding dealer sales items, including dealer agreements, dealer product cancellations, title issues, and dealer receivables.
• Engage with a high level of dealer communication via inbound and outbound phone calls, email, and dealer messaging.
• Leverage a broad variety of systems and internal teams to resolve outstanding dealer issues.
• Educate Dealer Customers on Capital One Auto Finance’s programs, tools, platforms, policies, and procedures.
• Collaborate with teammates cross-departmentally to solve problems and serve as the primary dealer contact for all internal Dealer POD funding, sales, and administrative escalations.
• Support sales partners with business development by communicating opportunities, scheduling sales appointments, solving dealer-related problems, and collaborating to grow business.

Requirements & Tech Stack

• Sales System & Protocol
• Inbound and outbound phone calls
• Email
• Dealer messaging
• Variety of systems and internal teams

Qualifications

• High School Diploma, GED or Equivalent certification
• Associate’s Degree (Preferred)
• 2+ years of Sales or Customer Service Experience
• Effective communication skills
• Strong multitasking abilities
• Efficient typing skills
• Attention to detail
• Quality assurance and process management strengths (May be a solid match)
• Problem-solving aptitude

Schedule Expectations

• Available ~3 Saturdays a month as needed for dealer inquiries and escalations, with Tuesday, Wednesday or Thursday off.
• In-office 5 days a week for the first 90-day training period.
• Potential to work up to 2 Sundays a month, with Tuesday, Wednesday or Thursday off.