Dealer Relations Representative

Reports to: Manager, Dealer Relations

Supervises: 0 (directly); 0 (indirectly) 

ESSENTIAL FUNCTIONS

• Dealer Support & Communication
   

Travel to assigned dealerships as needed to provide updates and promote Y‑12 Federal Credit Union’s lending services. Assist with preparing and sharing dealer activity and profitability reports. Maintain monthly indirect lending statistics and track basic dealer concerns. Use the CRM system to record visits, track activity, and communicate issues to the manager for follow‑up.

• Relationship Building & Service Support

Support loan growth by building positive relationships with dealership staff and providing excellent customer service. Recognize and share feedback on dealerships that are performing well. Assist in identifying potential new dealers for the indirect lending program and participate in recognition events and activities that help strengthen partnerships.

• Market Awareness & Program Support

Maintain general awareness of competitor products and share observations with the manager. Support efforts to ensure our offerings remain competitive by using available reports to understand dealer activity and trends. Escalate recommendations related to pricing, dealer incentives, or terms to management for review.

• Other Duties as Assigned

Provide additional support to the indirect lending team as needed.

EDUCATION/ EXPERIENCE

• Five years to eight years of similar or related experience.
• A two-year college degree preferred, completion of a specialized course of study at a business or trade school or completion of a specialized and extensive in-house training or apprenticeship program. 

OTHER SKILLS AND ABILITIES

• Ability to create an atmosphere that promotes teamwork, collaboration and initiative. Must be good with detail and numbers and have good organizational and interpersonal skills. Knowledge of loan servicing functions including document process, title, reconveyance and insurance products.
• Excellent oral and written communications and interpersonal skills along with strong problem solving abilities.
• Continuous use of judgement, reasoning, patience and negotiation. Frequent use of initiative, ingenuity and creativity.
• The ability to motivate or influence others is a material part of the job, requiring a significant level of diplomacy and trust.
• Obtaining cooperation (internally and/or externally) is an important part of the job and a high level of interpersonal skills are critical to the success of this position.
• Work frequently involves contacts requiring considerable discussion of problems, material presentations, and resolving issues impacting departments or divisions.

 PERFORMANCE MEASUREMENTS:

• Demonstrates the ability to underwrite consumer loans. While not responsible for making credit decisions, must be qualified to do so in order to clearly explain decisions to dealers.
• Maintains strong knowledge of credit union products and services, including working familiarity with GAP, Common Sense, and other insurance programs.
• Provides timely and accurate dealer activity reports, maintaining and comparing monthly indirect lending statistics for management review.
• Consistently promotes a professional, courteous, and friendly environment for both members and coworkers.
• Actively participates in staff meetings, training sessions, and credit union events to stay informed on organizational updates, promotional initiatives, and changes to policies, procedures, compliance, and products.

SERVICE STANDARDS:

• Own the Issue

o    Build confidence that you will help through your words and actions.

o    Minimize the team/member’s effort.

• Personalize the Experience

o    Show that you care about the person and the issue.

o    Adapt to the team/member’s pace, style, and emotional tone.

• Be Authentic

o    Be genuine.

o    Be present in the conversation to avoid sounding mechanical.

• Understand, then Solve

o    Aim for one-call resolution.

o    Address the underlying issue vs. just the request.

o    Be crystal clear on next steps.

• Be Curious to Exceed Expectations

o    Pick up on cues and clues indicating other needs.

o    Engage in conversation to discuss broader needs.

o   Help the member access additional resources, products, and services to gain more value.

 PHYSICAL DEMANDS:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is regularly required to talk, hear, and sit. This position requires standing, walking, bending, kneeling, stooping, crouching. The employee may occasionally lift and/or move items over 15 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.

 WORK ENVIRONMENT:

This is a full‑time remote position that requires daily travel. The employee must be willing to travel throughout the Southeast region.

We are an EEO Employer 

All descriptions have been reviewed to ensure that only essential functions and basic duties have been included.  Peripheral tasks, only incidentally related to each position, have been excluded.  Requirements, skills, and abilities included have been determined to be the minimal standards required to successfully perform the positions.  In no instance, however, should the duties, responsibilities, and requirements delineated be interpreted as all-inclusive.  Supervisors as deemed appropriate may assign additional functions and requirements.  

In accordance with the Americans with Disabilities Act, it is possible that requirements may be modified to reasonably accommodate disabled individuals.  However, no accommodations will be made which may pose serious health or safety risks to the employee or others or which impose undue hardships on the organization. 

Job descriptions are not intended and do not create employment contracts.  The organization maintains its status as an at-will employer.  Employees can be terminated for any reason not prohibited by law.