Manager Servicing - Collections

Company: Exeter Finance LLC
Location: Irving
Posted on: November 18, 2021

Job Description:

At Exeter Finance, we are committed to helping customers find the right financing for their next vehicle purchase. By building strong relationships with our customers and network of dealer partners we are able to give options that make sense, getting customers behind the wheel of their car.Every team member is integral to our success. Whether you're at a servicing center helping customers with their loans, in the field building relationships with dealers, or supporting the company from its corporate offices, you'll enjoy a nurturing, invigorating and positive work environment.Our vision is to be a premier finance company and lender of choice known for its People, Performance and Service.Job DescriptionJob SummaryThe Manager of Collections is responsible for managing a staff of collections service representatives that assist customers, negotiate payment plans and minimize loss. This position drives advanced strategies and team performance while ensuring compliance with company policies and applicable state & federal laws.Job Duties

• Supervises and coordinates activities of staff engaged in customer service activities.
• Plans, prepares, and devises work schedules according to workloads.
• Improves customer satisfaction and call quality by monitoring calls and providing feedback.
• Manages performance objectives of staff. Observes and evaluates performance, and provides and documents performance feedback through side-by-side coaching, goal setting and performance reviews.
• Appropriately addresses human resources issues, such as attendance and interpersonal conflicts in the workplace.
• Participates in the interviewing of staff, and makes hiring recommendations.
• Communicates with other departments and management to resolve problems and expedite work.
• Resolves accelerated complaints and answers questions of customers regarding services and procedures.
• Other duties as assigned.Education and Work Experience
  • College degree or equivalent work experience.
  • Six (6) plus years of related experience, with five (5) years of collections/call center experience required.
  • One (1) plus years of management experience.
  • Strong knowledge of FDCPA and advanced negotiation skills
  • Advanced communications and analytical skills
  • Advanced experience managing to state and federal laws and regulations
  • Advanced coaching and development.
  • Dynamic leadership / motivation skills
  • Strong collections strategies knowledge.
  • Advanced de-escalation / customer service skills.
  • Strong Call Monitoring / Coaching skillsExeter Finance LLC is an Equal Opportunity Employer.Job Type: Full-time

Keywords: Exeter Finance LLC, Irving , Manager Servicing - Collections, Accounting, Auditing , Irving, Texas