Account Remediation Manager

Hyundai Capital•Irvine, CA

4d•Hybrid

About The Position

Through our service brands Hyundai Motor Finance, Genesis Finance, and Kia Finance, Hyundai Capital America offers a wide range of financial products tailored to meet the needs of Hyundai, Genesis, and Kia customers and dealerships. We provide vehicle financing, leasing, subscription, and insurance solutions to over 3 million consumers and businesses. Embodying our commitment to grow, innovate, and diversify, we strive to reimagine the customer and dealer experience and launch innovative new products that broaden our market reach. We believe that success comes from within and are proud to support our team members through skill development and career advancement. Hyundai Capital America is an Equal Opportunity Employer committed to creating a diverse and inclusive culture for our workforce. We are a values-driven company dedicated to supporting both internal and external communities through volunteering, philanthropy, and the empowerment of our Employee Resource Groups. Together, we strive to be the leader in financing freedom of movement. The Account Remediation Manager is responsible for developing and executing plans to address gaps in processes which require account remediation. This role focuses on leading root-cause analysis sessions, defining account impact/scope, partnering with various stakeholders to execute account level remediation, conducting account fix validation and leading customer communication.

Requirements

Minimum 5-7 years progressive experience in financial services including experience in business process design, root-cause analysis, process improvement, and remediation efforts.
Minimum 3 years’ experience in an Operations environment (Customer Service, Consumer Credit, Collections or Remarketing) preferably within auto finance / captive finance industry.
Prior experience with Customer Relationship Management (CRM, Oracle, Siebel, or a similar CRM system), including Service Requests and analysis
Bachelor’s degree required
Excellent problem-solving, analytical and critical thinking skills to identify the underlying issues and root causes of problems to form solutions.
High degree of proficiency in facilitating and managing engagement and organizational change issues.
Comprehensive knowledge of Consumer Services processes, workflows, and needs.
Working knowledge of Customer Relationship Management (CRM, Oracle, Siebel or a similar CRM system), including Consumer Credit Underwriting, Collections & Recoveries and Remarketing.
Strong process improvement skills with solid ability to conceptualize and design new methods for practical application.
Excellent interpersonal skills and ability to collaborate with all levels across the organization.
Strong organizational/planning skills.
Client service driven with excellent relationship management skills.
Flexible, adaptable and hands-on approach with an ability to manage multiple, concurrent projects/assignments.
Proficient in Microsoft Office Suites, Word, Power Point, Visio including advanced Excel skills.

Responsibilities

Root-Cause and Impact Analysis
Responsible for leading cross-functional sessions to clearly define problem statement.
Determine and coordinate appropriate stakeholders required to support root[1]cause analysis activities.
Lead root-cause analysis sessions and facilitate sessions to draw out clear cause and effect relationships.
Lead the efforts to identify impacted population along with the specifics of the impact.
Clearly document findings in an organized and risk-based order.
Remediation Plan
Develop a comprehensive plan which includes account remediation, customer communication, internal stakeholder communication, UAT/Validation and closure activity.
Responsible for identifying SMEs required to support the plan and gaining commitment from Director/DHs to utilize SMEs in execution of the plan.
Responsible for gaining appropriate approvals from all stakeholders at the appropriate intervals.
Execution
Manage the execution of the remediation plan.
Ensure all stakeholders are kept informed of the progression of the plan.
Identify and mitigate any risks encountered while executing the plan.
Reporting
Responsible for creating, updating and distributing weekly reports to all relevant stakeholders including progress update relevant to the plan, any risks identified along with plans to mitigate and any items requiring additional review/approval.

Benefits

Medical, dental, and vision plans with no-cost and low-cost options
Annual employer HSA contribution
401(k) matching and immediate vesting
Vehicle purchase and lease discounts, plus monthly vehicle allowances by job level:
Associate / Sr. Associate: $350
Manager / Sr. Manager: $600
Director: $800
Executive Director: $900
VP or Above: $1,000
100%25 employer-paid life and disability insurance
No-cost health and wellbeing programs, including a gym benefit
Six weeks of paid parental leave
Paid Volunteer Time Off, plus a company donation to a charity of your choice