Manager, Payment Servicing

Hyundai Capital America•Atlanta, GA

1d•Hybrid

About The Position

The Manager, Payment Servicing Unit Lead is responsible for leading a team of Account Servicing Associates performing servicing in a contact center environment for automotive finance customers. The position is responsible for coaching, developing, and executing performance management objectives to achieve delivery of company strategy and an outstanding customer experience.

Requirements

5 year of previous leadership experience as supervisor or team lead in a call center is preferred
Auto finance and lease-end industry experience strongly preferred; or 3-4 years of related experience required
Call center and previous sales experience strongly preferred
College Degree desired
Excellent communication abilities
Ability to multi-task and prioritize goals to meet business objectives
Ability to understand analysis, technical processes, and business systems
Excellent organizational, interpersonal, and business system skills
Recall of a broad base of product knowledge
Work effectively in a team environment and be flexible to adapt quickly to assigned tasks per business need
Bachelor’s degree or equivalent experience

Nice To Haves

Bachelor’s Degree preferred

Responsibilities

Performance Coaching - Actively lead individual/team coaching sessions with a focus on developing skillsets to improve Associate performance and overall effectiveness. Engage with team members in a proactive and positive manner during coaching sessions to co-create solutions through effective two-way conversations. Participate in department level performance coaching initiatives and individual coaching sessions with leadership. The coaching items include but are not limited to 1x1, call monitoring, side by sides, and 3x3.
Participate in company initiatives that are Servicing & Loyalty related providing guidance and support in projects and process improvements. Included but not limited to being SME giving requirements, test cases and UAT.
Manage staffing levels to include providing details for capacity models and interviewing candidates for new hiring.
Performance Management - Hold team members accountable for performance and behaviors as outlined in Company and Department policies and procedures; including but not limited to attendance, performance, prohibited conduct, compliance, and quality assurance targets. Collaborate with Employee Relations to ensure that proper corrective action process is followed in a timely manner and ensure all tracking mechanisms are updated and accurate.
All other duties as assigned.