Description WHAT YOU WILL DO The Manager, Loss Mitigation is responsible for managing loss mitigation operations and leads a team accountable for performance, loss results, and customer experience. Oversees staff coaching, operational execution, compliance, and performance monitoring, while partnering cross-functionally to drive process improvements and support business objectives.
HOW YOU WILL MAKE AN IMPACT - Daily Activity
- Manage and coach staff to achieve key performance metrics and mitigate loss results.
- Monitor daily, weekly, and monthly performance trends across queues, teams, and individuals.
- Support employee engagement, recognition, and ongoing development planning.
- Ensure team adheres to established policies and procedures to maintain compliance and operational standards.
2. Process Improvements
- Identify process gaps, operational inefficiencies, and missed opportunities, and recommend practical solutions.
- Partner with internal departments to drive collaboration, communication, and alignment across sites, teams, and business partners.
3. Department Strategy Execution
- Develop and execute action plans to address performance gaps and drive performance improvement.
- Support implementation of new tools, workflows, contact strategies, and segmentation approaches.
- Utilize reporting and operational data to evaluate outcomes and continuously refine team execution. Responsible for maintaining the appropriate staffing levels by assisting in interviewing and on-boarding activities.
4. Lead, mentor, and develop team members by providing direction, performance feedback, and support to ensure effective collaboration, professional growth, and achievement of organizational and personal goals.
Qualifications WHAT YOU WILL BRING TO THE ROLE - Minimum 5-7 years progressive related experience in a call center environment with vendor management accountability including cross functional responsibility in Operation functions such as Collections, Servicing, Credit and/or Funding roles.
- 0-2 years supervisory experience or leading projects.
- Auto Finance industry preferred.
- Bachelor's degree or equivalent work experience.
- Strong interpersonal skills to promote team success and development.
- Knowledge of federal laws governing collections practices.
- Strong verbal and written communication skills with the ability to share clear messages effectively both inside and outside the organization.
- Proactive approach to problem-solving with demonstrated skill set in identifying, researching, and solving problems.
- Proven analytical skills to provide analysis and report summaries to upper management.
- Ability to train and develop team members with strong emphasis on skill set development and call related negotiation, listening and interpretation skills.
- Experience in service-related disciplines. Understand and can develop a customer-centric approach that meets policies and procedures while promoting customer retention.
- Proficient in Microsoft Office, including Word and Excel.
- Understanding of team dynamics and techniques to build strong teams. Must be able to influence, motivate and engage associates.
- Exceptional time management skills, with the ability to multitask in a fast-paced environment while meeting established deadlines.
- Proven track record with delivering seamless customer experiences.
- Ability to thrive in a performance coaching environment.
WE TAKE CARE OF OUR PEOPLE At HCA, our people drive our success. That's why we offer a competitive rewards package that supports your health, financial future, and overall wellbeing-at work and beyond.
Benefits Highlights- Hybrid flexibility - 4 days in office, 1 day remote
- Vehicle perks - monthly vehicle allowance plus purchase and lease discounts
- Comprehensive health coverage - medical, dental, and vision plans
- Employer-funded HSA contributions to help reduce healthcare costs
- 401(k) with company match and immediate vesting from day one
- 100% company-paid life and disability insurance
- Wellbeing benefits including fitness and health resources
- Leadership programs and career development that support continuous learning
- Paid Volunteer Time Off and a company charitable donation in your honor
Because great benefits help you thrive-personally and professionally. WHAT HAPPENS NEXT Express your interest by submitting an application. Once your application is received, our recruiting team will review your application to see if you meet the basic and preferred qualifications listed on the job description. For more information on our culture, visit our careers page.
