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Collections Manager

3 months ago

Irving, United States tapwage Full time

We're AutoNation - the biggest and most renowned automotive retailer in America, and a proud member of the Fortune 150. But that's just the beginning. We're in the midst of an incredible multi-year digital transformation that's set to revolutionize the industry.

At AutoNation, we're not just interested in keeping up with the times - we're dedicated to leading the charge. We're passionate about innovation and pushing the boundaries of what's possible, all while keeping our customers, coworkers, and communities in the driver’s seat. We believe that together, we can create a brighter future for everyone.

So what do you say? Are you ready to be part of something big?

This position is responsible for delinquency and loss performance, expense management, workflow and strategy, and the management of the Collections/ Customer Service teams. This position reports to the Vice President of Servicing. This individual will primarily interact with Servicing staff, customers and repossession agencies assigned to recover vehicles on delinquent accounts. This individual also interacts internally with other AutoNation Finance departments in the course of arranging repossessions, delinquency management, and loss (charge off) administration. The successful candidate is self-directed in work prioritization and demonstrates superior judgment-making ability within the scope of the position’s areas of responsibility. The Manager will perform all duties in accordance with AutoNation Finance policies and procedures and all state and federal regulations. This position requires working a variable schedule, which will include late evening and occasional weekends. The compensation for this position includes a potential monthly bonus based on delinquency and loss performance as well as expense management.

Job Responsibilities

- Develop daily work strategy to reduce delinquency and losses.
- Manage daily workload completion, collector queue builds, dialer campaigns and focus lists.
- Manage repossession workflow and vendor assignment allocations.
- Manage collection and repossession expenses to established goals and budgets.
- Perform account reviews, call monitoring, coaching and development to improve collector effectiveness.
- Complete and deliver timely performance reviews and merit increases.
- Handle call escalations and customer complaints in a professional and timely manner.
- Approve deferments, dealer assistance, repossessions, vehicle repair checks and customer refund checks.
- Screen, interview, hire and train new employees.
- Actively participate in the continuous development and improvement of Collections and Customer Service associates, including administration of corrective action and termination when appropriate.
- Promote and foster a professional, cooperative, and efficient work environment.

Qualifications

- Minimum 1 year of indirect auto lending experience
- Knowledge of applicable state and federal lending regulation
- Ability to work in a high-volume environment handling multiple tasks at one time
- Ability to handle confidential data in an ethical and professional manner
- Strong decision and problem-solving abilities
- Highly Self-motivated and goal oriented
- Excellent verbal and written communication skills
- Excellent customer service skills
- PC/Windows, Microsoft Word, PDF editing and Excel knowledge preferred
- Bilingual fluent in Spanish and English preferred, but not required

Essential Knowledge, Skill and Licenses

- Display excellent interpersonal skills with the ability to assess, navigate and resolve complex employee relations issues.
- Demonstrate a thorough understanding of state and federal laws applicable to debt collection, including the Fair Debt Collection Practices Act and Telephone Consumer Protection Act.
- Familiar with the operation of call-center telephone tools, including multi-line telephones, ACD operations, and automated predictive dialers.
- Knowledge of consumer financial debt transactions, including an understanding of how installment loans function, and an ability to explain the loan transaction to customers and effectively train employees on same.
- Demonstrate an ability to organize various tasks and prioritize workloads while managing to deadlines.
- Be self-motivated, comfortable with working independently, and display strong attention to detail.
- Possess excellent verbal and written communications skills with the ability to communicate and present complex issues in a clear, accessible and impactful manner.
- Bilingual in English and Spanish is preferred but not required.

Education and/or Experience

- Minimum five years previous supervisory experience is required.
- High school degree or GED is required.
- Minimum ten years previous experience in the consumer financial services industry is required, and automobile financing experience is preferred.
- Previous consumer debt collection experience with a skip-tracing component is required.

AutoNation is committed to creating a diverse, equitable, and inclusive environment in our workplace and the services we provide. We welcome candidates from all backgrounds who are passionate about making a positive impact. Even if you do not meet every requirement, we encourage you to apply. Join our team and help us foster a culture of belonging while contributing to our revolutionary work in the automotive industry. We value innovation, teamwork, and a commitment to making a positive impact in the world.