Supervisor, Loss Mitigation
Location: Spartanburg, SC, United States
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Description
The Loss Mitigation Supervisor is responsible for the day-to-day operations of the impound or reinstatement team. department through a team of associates servicing a subprime auto loan portfolio. In an environment with a high priority placed on reducing losses and delinquency, this position will be held accountable for portfolio results. Duties include supervising workflow and quality of customer service related activities, working with the management team to identify problems and improve collections efforts, communicating company and unit policy, procedures, and practices, making employment decisions and setting performance standards, training and coaching staff, writing and conducting performance evaluation, performing budgetary responsibilities, process improvement/efficiencies, product and/or business case analysis.
This role requires a leader who will be hands on when needed modeling expectations as part of the team.
This role requires a leader who will be hands on when needed modeling expectations as part of the team.
Essential Functions
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- Reviews work and monitors phone calls of team members to verify adherence to ACA Policies and Procedures and ensures that customer service objectives are met
- Analyzes queue and process management workflow to ensure ACA’s production and performance goals are met
- Handles escalated calls from team members and may initiate outbound calls when needed
- Establish and maintain nationwide attorney network to ensure ACA’s interests are properly represented and defended. This includes evaluating effectiveness and efficiency metrics acting as a vendor manager
- Work with debtors, debtor attorneys, and ACA attorneys to maintain appropriate reaffirmation rates
- Review accounts within the working supervisor queue and other queues as assigned, making proper business decision in the best interest of the company
- Effectively communicates corporate and department objectives on a regular basis; Motivates and creates a positive working environment to achieve productivity and performance standards
- Prepares performance appraisals and provide feedback to associates and recommendations to Manager disciplinary action is necessary
- Assess analyst development needs, draft analyst development plans, and monitor analyst performance
- Provides recommendations for hire, advancement, promotion or termination of employment
- Trains and coaches analysts to support the business objectives of the department
- Other tasks as assigned
Qualifications
- 2+ years of experience in a direct customer contact, service, or sales environment
- 3+ years of auto servicing experience
- 2+ years of collections experience preferred
- Demonstrated negotiation skills preferred.
- Experience leading impound or reinstatement activities preferred.
- Proficient with Microsoft Office Suite
- Excellent written and verbal communication skills
- Strong team player with a high level of professionalism and initiative
- Forward thinker with a strategic vision
- Process oriented with proven track record of developing and implementing process improvement initiatives
- Background in subprime auto loan servicing is preferred
- Detail oriented
- Exceptional organizational and time management skills, ability to meet deadlines
- Exceptional listening skills
- Timely and accurate follow through
- Demonstrated ability to effectively lead and motivate a team
- Bilingual Spanish/English is preferred
Supervisory Responsibility
This position requires supervisory responsibilities of a team comprised of Impound associates.
This position requires supervisory responsibilities of a team comprised of Impound associates.
Work Environment and Physical Demands
This job operates fully onsite in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.
This job operates fully onsite in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.
Position Type/Expected Hours of Work
This is a full-time position. Days and hours of work are Monday through Friday 8:00am - 5:00pm with some schedule variations as needed.
This is a full-time position. Days and hours of work are Monday through Friday 8:00am - 5:00pm with some schedule variations as needed.
Travel
No travel is expected for this position.
No travel is expected for this position.
California Privacy Notice
"As an employer of California residents, we are dedicated to protecting your privacy rights. Any personal information you provide during the application process will be used solely for permitted internal purposes and will be handled in accordance with applicable privacy laws. By applying to this position, you consent to the collection, use, and disclosure of your personal information as described in our Employee Privacy Notice."
EEO Statement
ACA provides equal employment opportunities (EEO) to all applicants for employment without regard to race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, disability, genetic information, marital status, amnesty, or status as a covered veteran in accordance with applicable federal, state and local laws. ACA complies with applicable state and local laws governing non-discrimination in employment in every location in which the company has facilities.
ACA provides equal employment opportunities (EEO) to all applicants for employment without regard to race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, disability, genetic information, marital status, amnesty, or status as a covered veteran in accordance with applicable federal, state and local laws. ACA complies with applicable state and local laws governing non-discrimination in employment in every location in which the company has facilities.
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.
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