Manager, Loss Mitigation
About The Position
The Manager, Loss Mitigation is responsible for managing loss mitigation operations and leads a team accountable for performance, loss results, and customer experience. Oversees staff coaching, operational execution, compliance, and performance monitoring, while partnering cross-functionally to drive process improvements and support business objectives. Daily Activity: Manage and coach staff to achieve key performance metrics and mitigate loss results. Monitor daily, weekly, and monthly performance trends across queues, teams, and individuals. Support employee engagement, recognition, and ongoing development planning. Ensure team adheres to established policies and procedures to maintain compliance and operational standards. Process Improvements: Identify process gaps, operational inefficiencies, and missed opportunities, and recommend practical solutions. Partner with internal departments to drive collaboration, communication, and alignment across sites, teams, and business partners. Department Strategy Execution: Develop and execute action plans to address performance gaps and drive performance improvement. Support implementation of new tools, workflows, workflows, contact strategies, and segmentation approaches. Utilize reporting and operational data to evaluate outcomes and continuously refine team execution. Responsible for maintaining the appropriate staffing levels by assisting in interviewing and on-boarding activities. 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.
Requirements
- Minimum 5-7 years progressive related experience in a call center environment with vendor management accountability including cross functional responsibility 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
- Manage and coach staff to achieve key performance metrics and mitigate loss results.
- Monitor daily, weekly, and monthly performance trends across queues, teams, and individuals.
- Support employee engagement, recognition, and ongoing development planning.
- Ensure team adheres to established policies and procedures to maintain compliance and operational standards.
- Identify process gaps, operational inefficiencies, and missed opportunities, and recommend practical solutions.
- Partner with internal departments to drive collaboration, communication, and alignment across sites, teams, and business partners.
- Develop and execute action plans to address performance gaps and drive performance improvement.
- Support implementation of new tools, workflows, contact strategies, and segmentation approaches.
- Utilize reporting and operational data to evaluate outcomes and continuously refine team execution.
- Responsible for maintaining the appropriate staffing levels by assisting in interviewing and on-boarding activities.
- 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
- Hybrid flexibility – 4 days in office, 1 day remote
- Vehicle perks – monthly vehicle allowance plus purchase and lease discounts
- Comprehensive health coverage – medical, dental, and vision plans
- Employer-funded HSA contributions to help reduce healthcare costs
- 401(k) with company match and immediate vesting from day one
- 100% company-paid life and disability insurance
- Wellbeing benefits including fitness and health resources
- Leadership programs and career development that support continuous learning
- Paid Volunteer Time Off and a company charitable donation in your honor
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
Associate degree
