Manager Servicing - Collections

At Exeter Finance, we are committed to helping customers find the right financing for their next vehicle purchase. By building strong relationships with our customers and network of dealer partners we are able to give options that make sense, getting customers behind the wheel of their car. Every team member is integral to our success. Whether you’re at a servicing center helping customers with their loans, in the field building relationships with dealers, or supporting the company from its corporate offices, you'll enjoy a nurturing, invigorating and positive work environment.Our vision is to be a premier finance company and lender of choice known for its People, Performance and Service.Job DescriptionJob SummaryThe Manager of Collections is responsible for managing a staff of collections service representatives that assist customers, negotiate payment plans and minimize loss. This position drives advanced strategies and team performance while ensuring compliance with company policies and applicable state & federal laws.Job Duties

Supervises and coordinates activities of staff engaged in customer service activities.

Plans, prepares, and devises work schedules according to workloads.

Improves customer satisfaction and call quality by monitoring calls and providing feedback.

Manages performance objectives of staff. Observes and evaluates performance, and provides and documents performance feedback through side-by-side coaching, goal setting and performance reviews.

Appropriately addresses human resources issues, such as attendance and interpersonal conflicts in the workplace.

Participates in the interviewing of staff, and makes hiring recommendations.

Communicates with other departments and management to resolve problems and expedite work.

Resolves accelerated complaints and answers questions of customers regarding services and procedures.

Other duties as assigned.

Education and Work Experience

College degree or equivalent work experience.

Six (6) plus years of related experience, with five (5) years of collections/call center experience required.

One (1) plus years of management experience.

Strong knowledge of FDCPA and advanced negotiation skills

Advanced communications and analytical skills

Advanced experience managing to state and federal laws and regulations

Advanced coaching and development.

Dynamic leadership / motivation skills

Strong collections strategies knowledge.

Advanced de-escalation / customer service skills.

Strong Call Monitoring / Coaching skills

Exeter Finance LLC is an Equal Opportunity Employer.At Exeter Finance, we are committed to helping customers find the right financing for their next vehicle purchase. By building strong relationships with our customers and network of dealer partners we are able to provide options that make sense, getting customers behind the wheel of their car.Every team member is integral to our success. Whether you’re at a servicing center helping customers with their loans, in the field building relationships with auto dealers, or supporting the company from its corporate offices, you will enjoy a nurturing, invigorating and positive work environment.We offer individually tailored compensation packages with competitive salary and benefits, plus training and development opportunities, team member recognition and awards, and so much more.As an equal opportunity employer, we’re committed to hiring talented people, including veterans and military family members, who share our commitment to deliver outstanding customer service where we value our people, performance and service by exhibiting a Culture of Excellence.