Auto req ID: 4023BR
Title: Manager, Loss Mitigation
Job Function: Loss Mitigation
State and City: Texas, Plano
Company: Harley-Davidson Financial Services
Full or Part-Time: Full-Time
Job Summary:
The Loss-Mitigation Manager provides leadership, coaching, and supervision to a Loss-Mitigation Team. Selects trains and assigns responsibilities, manages daily operations, communicates with employees on progress and priorities of departmental and corporate initiatives, and facilitates employee development and performance.
The role is responsible for coordinating activities to maintain customer focus and high levels of customer satisfaction. The Manager is responsible for ensuring that all members of the team work together towards the common goal of serving the business/commercial teams. In addition to the day-to-day servicing activities, the role is responsible for coordinating with others in the organization (e.g., Directors, Managers, and others within Operations) as appropriate to ensure work meets service and quality standards. The Manager provides recommendations to establish performance objectives, and has full responsibility for monitoring and evaluating individual team member performance. The Manager embraces and facilitates external focus by all members of the group and actively coaches team members to consistently deliver the desired HDFS customer experience.
- Monitor and manage daily workflow to ensure attainment of departmental and corporate goals (queue review).
- Decision all requests for repossessions to assure minimal losses for the company and adherence to department and legal guidelines.
- Decision all charge off referrals to minimize losses and assure adherence to departmental and legal guidelines.
- As needed, intercedes on requests with difficult customers and/or requests requiring detailed knowledge of the organization’s products/services
- Approve exceptions (within established parameters) to assist in finalizing transactions.
- Participate in the performance of other duties and projects as assigned by Director
- Ensure timely execution of all processes and communications to both internal and external customers.
- Monitor and update all documents and communications for adherence to legal, corporate guidelines and established procedures.
Supervisory Work
- Recruit and train staff members necessary to maintain budgeted headcount.
- Provide direct reports with feedback, coaching, individual development needs assessment, and training gaps, including regular, one-on-one performance reviews.
- Train employees to achieve immediate resolution to account problems to the satisfaction of both the customer and company goals.
- Monitors calls/activities as necessary to ensure performance and quality standards are being met and provide performance coaching.
- Schedule and manage all attendance and performance statistics for assigned personnel.
- Through clear communication and other efforts, builds improved interaction between team members.
- Interacts with all levels of contact center management to address quality issues impacting key metrics surrounding customer satisfaction, first contact resolution, productivity and service level.
- Collaborates with other Managers to ensure quality and consistency of service
- Monitor employees’ communication and correspondence to ensure the highest level of customer service.
- Provide direct supervisory support for origination and servicing team members to ensure appropriate supervisory coverage during all operating hours.
- Ensures application of organizational policies and procedures.
- Manages employee development activities to ensure that training requirements are fulfilled by team members; conducts/supports cross-training of team members within established guidelines.
- Maintains efficient workflow by holding direct reports accountable for quality and efficiency of their work.
- Oversees the efforts of Collections team to ensure appropriate and consistent customer satisfaction levels, collaborating with the Operation Managers as necessary.
Education Required:
Bachelor’s Degree Preferred
Experience Required:
3-5 years of relevant experience in related roles
Direct Reports: Yes
Travel: Required 10-25%
Title: Manager, Loss Mitigation
Job Function: Loss Mitigation
State and City: Texas, Plano
Company: Harley-Davidson Financial Services
Full or Part-Time: Full-Time
Job Summary:
The Loss-Mitigation Manager provides leadership, coaching, and supervision to a Loss-Mitigation Team. Selects trains and assigns responsibilities, manages daily operations, communicates with employees on progress and priorities of departmental and corporate initiatives, and facilitates employee development and performance.
The role is responsible for coordinating activities to maintain customer focus and high levels of customer satisfaction. The Manager is responsible for ensuring that all members of the team work together towards the common goal of serving the business/commercial teams. In addition to the day-to-day servicing activities, the role is responsible for coordinating with others in the organization (e.g., Directors, Managers, and others within Operations) as appropriate to ensure work meets service and quality standards. The Manager provides recommendations to establish performance objectives, and has full responsibility for monitoring and evaluating individual team member performance. The Manager embraces and facilitates external focus by all members of the group and actively coaches team members to consistently deliver the desired HDFS customer experience.
- Monitor and manage daily workflow to ensure attainment of departmental and corporate goals (queue review).
- Decision all requests for repossessions to assure minimal losses for the company and adherence to department and legal guidelines.
- Decision all charge off referrals to minimize losses and assure adherence to departmental and legal guidelines.
- As needed, intercedes on requests with difficult customers and/or requests requiring detailed knowledge of the organization’s products/services
- Approve exceptions (within established parameters) to assist in finalizing transactions.
- Participate in the performance of other duties and projects as assigned by Director
- Ensure timely execution of all processes and communications to both internal and external customers.
- Monitor and update all documents and communications for adherence to legal, corporate guidelines and established procedures.
Supervisory Work
- Recruit and train staff members necessary to maintain budgeted headcount.
- Provide direct reports with feedback, coaching, individual development needs assessment, and training gaps, including regular, one-on-one performance reviews.
- Train employees to achieve immediate resolution to account problems to the satisfaction of both the customer and company goals.
- Monitors calls/activities as necessary to ensure performance and quality standards are being met and provide performance coaching.
- Schedule and manage all attendance and performance statistics for assigned personnel.
- Through clear communication and other efforts, builds improved interaction between team members.
- Interacts with all levels of contact center management to address quality issues impacting key metrics surrounding customer satisfaction, first contact resolution, productivity and service level.
- Collaborates with other Managers to ensure quality and consistency of service
- Monitor employees’ communication and correspondence to ensure the highest level of customer service.
- Provide direct supervisory support for origination and servicing team members to ensure appropriate supervisory coverage during all operating hours.
- Ensures application of organizational policies and procedures.
- Manages employee development activities to ensure that training requirements are fulfilled by team members; conducts/supports cross-training of team members within established guidelines.
- Maintains efficient workflow by holding direct reports accountable for quality and efficiency of their work.
- Oversees the efforts of Collections team to ensure appropriate and consistent customer satisfaction levels, collaborating with the Operation Managers as necessary.
Education Required:
Bachelor’s Degree Preferred
Experience Required:
3-5 years of relevant experience in related roles
Direct Reports: Yes
Travel: Required 10-25%