[Hiring] Assistant General Manager @Copart

Role Description

The Assistant General Manager (AGM) oversees daily Lender Portal operations, ensuring timely lender support, accurate processing, and consistent service delivery. This position leads office managers and their teams across lender relations, communications, management, and reporting.

The AGM is responsible for team performance, leadership development, operational accountability, and process improvement. This role partners with internal departments, lenders, and technology teams to resolve issues, support portal adoption, and improve the total loss loan payoff experience.

California residents will report to our onsite office in Vallejo, CA Processing Center.

Key Responsibilities

• Operational Management
  • Oversee daily workflows, staffing, workload distribution, and coverage across Lender Portal teams.
  • Ensure lender inquiries receive an initial response within established service standards.
  • Monitor pending requests, aging inventory, escalations, and follow-up activity to prevent unnecessary delays.
  • Ensure accurate handling of payoff information, Letters of Guarantee, supporting documents, and portal notes.
  • Maintain consistent procedures for lender communications, account updates, and issue resolution.
• Leadership and Team Development
  • Lead, coach, and support office managers, holding them accountable for team results and adherence to expectations.
  • Establish clear goals and provide regular feedback on productivity, quality, attendance, and service.
  • Identify training needs and coordinate onboarding, cross-training, and ongoing development.
  • Support hiring, performance reviews, succession planning, and corrective action in partnership with senior leadership and Human Resources.
  • Build a professional, collaborative team culture centered on accountability and customer service.
• Lender Relations and Escalations
  • Serve as a leadership contact for complex lender concerns and operational escalations.
  • Support lender onboarding, portal demonstrations, training, and adoption.
  • Ensure communications are accurate, professional, and consistent across teams.
  • Identify recurring lender concerns and coordinate solutions with the appropriate stakeholders.
  • Partner with lenders, carriers, and internal teams to resolve barriers affecting payoff completion and title release.
• Reporting and Performance Management
  • Review operational reports to monitor request volume, response times, cycle times, aging, quality, and portal utilization.
  • Identify trends, investigate performance gaps, and implement measurable action plans.
  • Provide senior leadership with clear updates on performance, risks, staffing needs, and improvement opportunities.
  • Validate reporting accuracy and ensure managers understand and act on their teams’ results.
• Process Improvement and Cross-Functional Collaboration
  • Partner with Loan Payoff, Title Express, payment teams, technology, and other departments to improve workflows.
  • Document system defects and enhancement requests with clear examples and operational impact.
  • Support system testing, process changes, training updates, and implementation of new features.
  • Maintain current procedures and ensure changes are communicated and adopted consistently.
  • Ensure employees follow company policies and requirements for handling confidential customer and lender information.

Qualifications

• Minimum 5 years' experience in management, team leadership, or operations support.
• Demonstrated leadership experience in operations, customer service, financial services, insurance, automotive services, or a related field.
• Experience managing supervisors or managers and overseeing multiple workflows or teams.
• Strong coaching, problem-solving, conflict-resolution, and decision-making skills.
• Ability to interpret operational data, identify root causes, and improve performance.
• Strong written, verbal, and presentation skills, including communicating with external business partners.
• Ability to manage competing priorities and maintain accuracy in a high-volume environment.
• Proficiency with Microsoft Office, particularly Excel, Outlook, and PowerPoint.
• Experience with lender portals, total loss claims, loan payoffs, Letters of Guarantee, or title processing preferred.

Benefits

• Medical/Dental/Vision
• 401k plus a company match
• ESPP - Employee Stock Purchase Plan
• EAP - Employee Assistance Program
• 10 Vacation days per year
• 7 Paid Company Holidays
• Life and AD&D Insurance
• Along with many other employee benefits.