Manager, Collateral Management
About The Position
The Manager, Collateral Management is responsible for overseeing daily operations, production, quality, and performance for their assigned team within the Operations Division. This role manages end‑to-end workflows related to asset management and customer communications, including monitoring production activities, ensuring accurate and timely execution of required actions, validating and distributing regulatory and compliance‑driven communications, addressing escalations and service level risks, and coordinating with internal partners and external vendors as needed. The Manager ensures all work is performed in accordance with regulatory requirements, company policies, and business practices, while driving departmental goal attainment and key performance outcomes. This position fosters a coaching‑focused culture of continuous improvement and collaborates cross‑functionally to support business needs and deliver a seamless, high‑quality customer experience.
Requirements
- Minimum 5-7 years progressive related experience in a call center environment in Operation functions such as Collections, Servicing, Credit and/or Funding roles.
- 0-2 years supervisory experience or leading projects.
- Bachelor’s degree or equivalent work experience.
- Strong interpersonal skills to promote team success and development.
- Knowledge of federal laws governing collections practices.
- Strong verbal and written communication skills with the ability to share clear messages effectively both inside and outside the organization.
- Proactive approach to problem-solving with demonstrated skill set in identifying, researching, and solving problems.
- Proven analytical skills to provide analysis and report summaries to upper management.
- Ability to train and develop team members with strong emphasis on skill set development and call-related negotiation, listening and interpretation skills.
- Experience in service-related disciplines. Understand and can develop a customer-centric approach that meets policies and procedures while promoting customer retention.
- Proficient in Microsoft Office, including Word and Excel.
- Understanding of team dynamics and techniques to build strong teams. Must be able to influence, motivate and engage associates.
- Exceptional time management skills, with the ability to multitask in a fast-paced environment while meeting established deadlines.
- Proven track record with delivering seamless customer experiences.
- Ability to thrive in a performance coaching environment.
Nice To Haves
- Auto Finance industry preferred.
Responsibilities
- Ensure team members are compliant with weekly and monthly compliance audits.
- Ensure best practices are in place and shared as well as ensures P&Ps are updated and adhered to
- Identify trends and implement strategies to address behaviors observed by direct reports that do not support team success.
- Track team attendance addressing immediately to ensure appropriate coverage.
- Drive strategies and training initiatives focused on meeting monthly QM goals while minimizing compliance violations.
- Identify, communicate, and implement process improvement initiatives.
- Encourage process improvement ideas from all employees within the assigned team.
- Collaborate with other departments, and other internal teams to effectively manage initiatives.
- Responsible for maintaining the appropriate staffing levels by assisting in interviewing and on-boarding activities.
- Maintain and monitor schedules to meet daily expectations in production.
- Drive strategies and training initiatives focused on meeting monthly QM goals while minimizing compliance violations.
- Lead, mentor, and develop team members by providing direction, performance feedback, and support to ensure effective collaboration, professional growth, and achievement of organizational and personal goals.
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
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What This Job Offers
Job Type
Full-time
Career Level
Manager
