Job Description
Job Description
Stellantis Financial Services (SFS) is the new captive finance company for one of the world's leading automakers and a mobility provider with iconic brands including Abarth, Alfa Romeo, Chrysler, Citroën, Dodge, DS Automobiles, Fiat, Jeep®, Lancia, Maserati, Opel, Peugeot, Ram, Vauxhall, Free2move and Leasys.
Our exciting growth provides opportunities to advance your career as we successfully lead products and services from a small to midsize company in just a few years. Join our world class team and culture and contribute to our core mission which is enhancing our customer's experience.
Position Summary
Manages and coordinates the activities of workers engaged in collecting delinquent payments for auto loan accounts from customers by performing the following duties. Responsible for forecasting, scheduling, reporting and real time management of collection center operations. Analyze workforce metrics, trends/patterns, and resource allocation to meet organizational needs. The position will be responsible for the daily management of collection center service levels. Develop and analyze scheduled and ad hoc reports. The position will require a considerable degree of operational and strategic coordination with multiple internal and external partners (Directors, Team Managers, Vendors, and other function departments). Maintains awareness of schedule adherence, productivity, performance levels and ensures staff is informed in a timely manner of relevant policies and processes.
Essential Duties and Responsibilities
- Manages and trains associates to meet departmental goals while ensuring compliance with company policies, providing constructive feedback, and fostering a cohesive team environment.
- Oversees collector activities, including auto dialer and list strategies, to optimize collection efforts, and ensures efficient workflow through effective work procedures and scheduling.
- Reviews accounts for potential repossession or legal action, assists with challenging collection cases, and addresses escalated customer and operational issues with solutions-oriented strategies.
- Analyzes performance data to manage business results and improve associate productivity, making strategic decisions based on analytical insights to prioritize and achieve targets.
- Maintains a high level of professionalism, treating all contacts courteously, and excels in verbal, written, and presentation skills, with proficiency in Microsoft Office applications.
- Demonstrates strong problem-solving abilities, attention to detail, and strategic thinking, with experience in project management and process improvement.
- Exhibits flexibility to meet changing work shift requirements and ensures strict adherence to ethical standards and protection of sensitive consumer information.
Additional Responsibilities Perform the above-referenced essential duties and responsibilities as well as assist in directing the work of employees assigned to the department by leading and overseeing their day-to-day activities and work schedules and by providing work-related guidance in accordance with the Company’s policies and procedures. Although this position shall provide the authority to lead, oversee and direct the day-to-day work of assigned employees and to report work assessments to management, it shall not provide the authority to take the following actions: hire an employee, fire an employee, promote or demote an employee, discipline an employee in a formal manner, reassign an employee, or alter benefits of an employee. All such decisions shall be made by the responsible senior manager(s) in consultation with the Human Resources Department.
Qualifications and Competencies: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- Experience-
- Minimum of 3 years’ experience in collection call center
- Minimum 3 years in a leadership role
- Education –
- Bachelors’ degree or equivalent.
Skills required:
- Knowledge of and Compliant with the Fair Debt Collection Practices Act, local, state and federal collection laws. Skip tracing experience.
- Demonstrates excellent judgment with the ability to make timely decisions, solve problems creatively, and adapt strategies to fit changing circumstances.
- Highly efficient in planning and organizing tasks, with a focus on meeting productivity standards and delivering high-quality work through meticulous attention to detail and the ability to apply feedback for continuous improvement.
- Maintains professionalism under pressure, approaches others with tact, and respects confidentiality. Effective in both oral and written communication, ensuring clear, persuasive interactions and the ability to listen and respond to feedback.
- Strong team player and leader, balancing individual and team responsibilities, encouraging teamwork, and motivating others towards shared goals. Demonstrates an open-minded approach to feedback and change, contributing to a positive team spirit.
- Exhibits high levels of dependability, consistently meets commitments, and maintains a strong ethical stance. Supports organizational goals and values, takes responsibility for actions, and ensures safety and security standards are upheld.
Leadership or supervisory skills required:
- Assist in guiding the work of department-assigned employees by leading and monitoring their daily activities and work schedules.
- Provide work-related guidance in line with the company's policies and procedures.
- Have the authority to lead, oversee, and direct the day-to-day tasks of assigned employees and report work assessments to management.
- Provide the authority for hiring, firing, promoting, demoting, formally disciplining, reassigning, or altering the benefits of employees.
- Ensure all decisions regarding employment actions are made by the responsible senior managers in consultation with the Human Resources Department.
- Travel % - 10%
- Must have reliable transportation and live within a commutable distance to: Atlanta, GA, Dallas, TX, Phoenix, AZ or Houston, TX.
Physical Demands
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Sitting for long periods of time, standing, walking, close vision for computer work, speaking, hearing, lift and/or move up to 10 lbs. Reasonable accommodation will be reviewed upon request.
Stellantis Financial Services, Inc (SFS) is an equal opportunity employer and is committed to providing its employees an environment that is free of harassment, discrimination, and intimidation. It is the policy of SFS to comply with all applicable employment laws and regulations and to provide equal opportunity for all qualified persons and to not discriminate against any employee or applicant for employment because of race, color, religion, sex, age, national origin, disability, pregnancy, sexual orientation, veteran status, gender identity or expression, change of sex, and/or transgender status or any protected status. Candidates must possess authorization to work in the United States. This policy applies to recruitment and placement, promotion, training, transfer, retention, rate of pay and all other terms and conditions of employment. Employment and promotion decisions will be based solely on merit, ability, achievement, experience, conduct and other legitimate business reasons.