Account Remediation Manager

Hyundai Capital • Irvine, CA

3d • Hybrid

About The Position

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: o Associate / Sr. Associate\: $350 o Manager / Sr. Manager\: $600 o Director\: $800 o Executive Director\: $900 o VP or Above\: $1,000
• 100% 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

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level