Manager, Loss Mitigation
Hyundai Capital America

Description

Who We Are

Through our service brands Hyundai Motor Finance, Genesis Finance, and Kia Finance, Hyundai Capital America offers a wide range of financial products tailored to meet the needs of Hyundai, Genesis, and Kia customers and dealerships. We provide vehicle financing, leasing, subscription, and insurance solutions to over 2 million consumers and businesses. Embodying our commitment to grow, innovate, and diversify, we strive to reimagine the customer and dealer experience and launch innovative new products that broaden our market reach. We believe that success comes from within and are proud to support our team members through skill development and career advancement. Hyundai Capital America is an Equal Opportunity Employer committed to creating a diverse and inclusive culture for our workforce. We are a values-driven company dedicated to supporting both internal and external communities through volunteering, philanthropy, and the empowerment of our Employee Resource Groups. Together, we strive to be the leader in financing freedom of movement.

We Take Care of Our People

Along with competitive pay, as an employee of HCA, you are eligible for the following benefits:

• Medical, Dental and Vision plans that include no-cost and low-cost plan options

• Immediate 401(k) matching and vesting

• Vehicle purchase and lease discounts plus monthly vehicle allowances

• Paid Volunteer Time Off with company donation to a charity of your choice

• Tuition reimbursement

What to Expect

The Manager, Loss Mitigation is primarily responsible for overseeing all activities for the collection floor for their areas of responsibility. This position is directly responsible for creating strategies and structure to support achievement of collection goals following Hyundai Capital America business practices and policies. The Sr. Manager role is also responsible for supporting a coaching culture environment focused on incremental improvement in behaviors and performance. All positions within the Operations Division are expected to collaborate cross-divisionally to achieve a seamless customer experience; this includes supporting other departments as necessary to meet the business need.

What You Will Do

1. Directly manage assigned Collection teams to drive optimum performance:

• Responsible for maintaining the appropriate staffing levels and schedules to meet daily expectations in production.

• Monitor daily performance and productivity reports and collaborate with front line managers to address opportunities in performance.

• Partner with Managers to adhere to Corrective Action Program guidelines and activities.

• Develop front line managers to effectively analyze data and develop actionable plans to address areas of opportunity

2. Performance Coaching: Actively lead individual/team coaching sessions with a focus on developing relationships that encourage reflection and help team members to improve performance, personal effectiveness and impact. 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.

3. 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. 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.

4. Identify, communicate, and implement process improvement initiatives. Encourage process improvement ideas from all employees within the department.

5. Support Projects and Collection Department Strategies.

6. Ensure department is compliant with weekly and monthly compliance audits:

• Drive strategies and training initiatives focused on meeting monthly QM goals to minimize compliance violations.

• Identify trends and implement strategies to address behaviors observed by direct reports that do not support effective leadership and support of their team's success.

7. Perform all other duties as assigned.

Qualifications

What You Will Bring

• Minimum 8 years progressive experience in a call center environment including cross functional responsibility in Collections, Servicing, Credit and/or Funding roles.

• Minimum 3 years of leadership management experience in a call center environment.

• B.A. or B.S. degree in Business or Finance or equivalent experience.

• Strong communication skills - Ability to communicate verbally to groups of all sizes and produce persuasive and logical written documents.

• Working knowledge of call center technology. Must be able to extract call data from the automatic call distributor (ACD) in order to ensure customers are receiving appropriate service. In addition, must have working knowledge of automatic dialers.

• Understanding of team dynamics and techniques to build strong teams.

• Strong listening and interpretation skills.

• Intermediate MS Excel skills are required; MS Access knowledge is a plus.

• Forecasting and data mining skills are preferred.

Work Environment

Employees in this class are subject to extended periods of sitting, standing and walking, vision to monitor and moderate noise levels. Work is performed in an office environment.

The posted salary range for this job takes into account the wide range of factors that are considered in making compensation decisions including but not limited to skill sets; experience and training; licensure and certifications; geographic location, and other business and organizational needs. Successful candidates may be hired anywhere in the salary range based on these factors. It is uncommon to hire candidates at or near the top of the range.

California Privacy Notice

This notice only applies to our applicants who reside in the State of California.

The latest version of our Privacy Policy can be found here. This Privacy Policy provides you with notice, at or before the point of collection, about the categories of personal information to be collected from you, the purposes for which your personal information is collected or used, and whether that information is sold or shared, so that you can exercise meaningful control over our use of your personal information. We are providing this notice to comply with the California Consumer Privacy Act of 2018, as amended as amended by the California Privacy Rights Act of 2020 ("CCPA").

If you have any questions about CCPA regarding California residents or HCA team members, please contact the Privacy Team at Privacy2@hcs.com.

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