National Repossession Manager

Purpose/Summary:

The primary responsibility of this position is to manage the Repossession Departments at the corporate headquarters, in Southfield, MI and Henderson, NV.  The Repossession Department consists of Repossession and Recovery Teams. This position spends approximately 60% of the time directly or indirectly leading the department of 3 Supervisors and over 50 team members; 15% managing technical systems such as CT Vision, the predictive dialer, compliance issues, and numerous other reports; and 25% managing and improving processes including collection of accounts, assigning repossession orders, customer service, project work and work scheduling.  This position is a critical member of the servicing function and works interdependently with other managers to provide world-class customer service.  Further, this position is responsible for the financial goals of the Repossession and Recovery Department.

 

General Duties/Essential Functions:

q  Recruit, coach, and retain team members to meet optimal staffing levels

q Create programs, processes, and initiatives aimed at having a highly trained, productive workforce.

q Develop processes that ensure all team members understand and work efficiently in all phases of the collection and repossession of accounts

q Manages departmental and team member performance, including developing staff and dealing promptly and appropriately with underperformance.

q Create and manage bonus compensation programs that motivate and retain team members.

q Coordinate work with other departments/managers in an open and efficient manner.

q Oversees/establishes compliance of statutory notice processes

 

Background Requirements:

q REQUIRED:  Has successfully managed a complex process redesign or change effort in a collections/repossession arena

q REQUIRED:  Proven effectiveness in coaching to improve results

q REQUIRED: Minimum of five years managing at least 25 people, preferably in a repossession department

q REQUIRED: Managed both inbound and outbound call center processes (including a predictive dialer)

q REQUIRED: Seven years + industry experience

q PREFERRED: Automobile collection experience

q PREFERRED:  Collections/call center experience

q PREFERRED:  Experience interacting with customers and agents

q PREFERRED:  Previous direct work as a collector

q PREFERRED:  Bachelor’s degree

 

Abilities and Skills Profile:

q Excellent coaching and communication skills

q Ability to defuse hostile situations with customers and dealers as shown through proven direct customer service experience/conflict resolution.

q Ability to create a performance-based, goal-oriented team that is self-motivated and works to accomplish company and departmental goals.

q Ability to provide honest and constructive feedback, while managing underperformance

q Computer literate with solid working knowledge of entire Microsoft suite, internet and email

q Ability to build a “Team First” work environment through cultivating a positive, energetic, dynamic departmental culture

q Process management skills, as shown through being part of a quality improvement program, are preferred

q Ability to learn quickly

q Proven ability to attract, train, and retain industry leading personnel

 

 

Competency/behavioral Profile:

q Hands-on Management style- Ability to interact with those performing the job

q Positive, upbeat, “can-do” attitude

q Possess the ability to multi-task while operating at a high level

q Passionate about work with a high standard for excellence in their work

q Self-motivated, initiative oriented

q Thrive on responsibility and ownership of both people and processes

q Extraverted, people-oriented individual

q Desire to understand own strengths and development needs; acts upon feedback form both Team Members and Management

q Ability to create a dynamic environment

q Effective negotiation, consensus building skills