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Hyundai Capital America · 20 hours ago

Manager, Loss Mitigation

United States-Texas-Plano

Full-time

Hybrid

Mid, Senior Level

$81K/yr - $125K/yr

5+ years exp

Hyundai Capital America is a financial services company that provides vehicle financing and insurance solutions. The Manager of Loss Mitigation is responsible for overseeing collection activities, developing performance coaching strategies, and ensuring compliance with company policies while collaborating with various departments to enhance customer experience.

Financial Services

Responsibilities

Performance Coaching: Actively lead individual and team coaching sessions with a focus on developing relationships that encourage reflection and help team members 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

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. Coordinate with Employee Relations to ensure proper corrective action process is followed in a timely manner and ensure all tracking mechanisms are updated and accurate

Monitor daily performance and productivity reports for team and collaborate with department manager to address performance opportunities

Adhere to Corrective Action Program guidelines and activities

Effectively analyze data and develop actionable plans to address areas of opportunity

Identify, communicate, and implement process improvement initiatives. Encourage process improvement ideas from all employees within the assigned team:

Encourage process improvement ideas from all employees within the department

Collaborating with other departments, and other internal teams, to effectively manage initiatives

Support Projects and Collection Department Strategies:

Responsible for maintaining the appropriate staffing levels by assisting interviewing/hiring activities

Responsible for maintaining and monitoring schedules to meet daily expectations in production

Collaborating with other departments, and other internal teams, to effectively manage project/strategies

Ensure team members are compliant with weekly and monthly compliance audits:

Drive strategies and training initiatives focused on meeting monthly QM goals while minimizing compliance violations

Identify trends and implement strategies to address behaviors observed by direct reports that do not support team success

Perform all other duties as assigned

Qualification

Auto finance experiencePerformance coachingCall center technologyData analysisMS ExcelTeam dynamics understandingListening skillsMS Access knowledgeForecasting skillsCommunication skills

Required

Strong communication skills - Must be able to communicate verbally to groups of all sizes. Must also be able to produce documents free of grammatical and spelling errors that are persuasive and logical

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