Partner Support Generalist

About AutoFiAutoFi is the leading provider of digital commerce technology that powers the sales and finance experiences for the most innovative brands and dealers in automotive. The AutoFi platform enables a more transactional buying experience with $4B in funded loans processed through AutoFi annually. AutoFi’s dynamic selling platform empowers dealers to sell vehicles more efficiently and profitably, both online and in the showroom. We are funded for years of future growth and backed by investors including Crosslink Capital, Santander Holdings USA, SVB Financial Group, Ford, BMW iVentures and JP Morgan Chase.
Our team is diverse - spread out across the U.S. and Canada, we have backgrounds from finance and technology as well as deep experience in all areas of the auto space. We’re empathetic, gritty, curious, and humble owners of this business and are supported by some of the biggest names in the auto and financial industries as commercial partners. We’ve never been more excited about the opportunity in front of us to help transition the auto industry from offline to online. If changing a trillion-dollar industry sounds exciting, we’d love to hear from you.
For more information, visit www.autofi.com.
About the RoleReporting into the Head of Operational Services, the Partner Support Generalist works across various Partner programs and in support of internal team members to compile accurate data files, perform data entry functions, complete program configurations, as well as organize and prioritize incoming requests to the appropriate skill levels within Support.  In this role, you will ensure records for our Enterprise level partners are established and maintained appropriately over time, as well as provide basic support for Dealer level programs. You will work closely with both Partners and their representatives, as well as internal Account Management and Support to ensure their needs are consistently met with quality. 
Operations plays a key role in providing support for all of AutoFi’s clientele inclusive of individual Dealerships, Vendors and Enterprise level Partners.  They triage all incoming requests, resolve general inquiries, make program adjustments, troubleshoot challenges, and ensure Clients/Partners are able to connect with the appropriate resources.  They monitor program performance, proactively taking steps to resolve potential gaps, gain efficiency, improve quality and capitalize on enhancement opportunities.
An ideal candidate will have strong communication, time management, prioritization and organizational skills. They must have excellent critical thinking, attention to detail, be able to work under pressure and cross-functionally in a fast paced environment.  Each member of our team is challenged to contribute in a variety of capacities across the entire organization and show their individual strengths, from product to customer experience.

Responsibilities

• Participate in building a transparent, cohesive and collaborative team environment with a culture of open communication and feedback.
• Work cooperatively within the Operations Support team to assist with first line support responsibilities as necessary across all Partner verticals, inclusive of triaging incoming requests to the appropriate Skill levels, handling user accessibility needs and similar.
• Own configuration of and accurate participant records keeping for Enterprise Partner programs, including both initial implementation of and required maintenance to Dealer participants over time.
• Compile thorough and accurate data files, ensuring cleanliness and formatting are suitable for downstream use including en-mass records updates and reporting.
• Work collaboratively with different departments including Dealer Implementations, Operational Services, Data, Analytics and Product/Engineering to identify and apply the best course of action towards implementing and supporting Enterprise partner program needs.
• Work directly with Enterprise Partner and Dealership personnel, decision makers and their representatives/vendors to maintain and optimize their program configurations and use of AutoFi’s platform offerings.
• Respond promptly and professionally to internal and external Client inquiries verbally and in writing, following up as needed towards a satisfactory outcome against established SLAs.
• Maintain lines of communication with vendors, internal and external Clients to ensure adherence to protocols and a satisfactory support experience.
• Develop and maintain comprehensive documentation related to our approach to various Partner programs, nuances and requirements.
• Identify common requests and challenges, collaborate with the team to determine strategies for mitigating them, and work with the team to establish repeatable best practices for handling or transitioning t