Job Summary:

Summary

The Director of Servicing is responsible for ensuring the achievement of all collection objectives including but not limited to delinquency, losses, and legal and procedural compliance.  The Director uses the Company’s analytical tools to evaluate individual and group performance versus established metrics, identify operational deficiencies and establish strategic plans to improve operational effectiveness.

Essential Duties and Responsibilities 

Primary responsibilities include, but are not limited to the following:

• Lead, motivate and train subordinate staff in the achievement of collection objectives including the minimization of roll rates and financial losses to the company.

• Monitor and forecast workload, and schedule staff to ensure optimal day to day operational performance.

• Continuously analyze all aspects of the collection process to identify areas of opportunity for improved individual and organizational performance.

• Collaborate with senior management throughout the organization to establish strategic direction for the achievement of collection objectives, and ensure that all established strategies are properly implemented.

• Collaborate with Information Technology to maximize technological resources to optimize portfolio management and performance.

• Monitor and review operational outputs – including, but not limited to collection dialogue, account documentation, and transaction documents – to ensure quality and procedural compliance.

• Monitor collection expenses with respect to operational budgets.

• Establish and execute staff development plans to ensure continuous improvement in operational proficiency and compliance.

• Ensure timely evaluation of employee performance and incentive tracking.

• Perform other duties as assigned.

Competencies

To perform the job successfully, an individual should demonstrate the following competencies:

• Business Acumen: Understands business implications of decisions; displays orientation to profitability; demonstrates knowledge of market and competition; aligns work with strategic goals. 

• Conceptual Thinking: Generates creative solutions. Translates concepts and information into images. Applies design principles. Uses feedback to modify designs. Demonstrates attention to detail

• Customer Service: Responds promptly to customer needs; solicits customer feedback to improve service; responds to requests for service and assistance. 

• Interpersonal: Focuses on solving problems, not blaming. Maintains confidentiality. Listens to others without interrupting. Keeps emotions under control. Remains open to others’ ideas and tries new things.

• Judgment: Displays willingness to make decisions; exhibits sound and accurate judgment; supports and explains reasoning for decisions; includes appropriate people in decision-making process; makes timely decisions. 

• Managing People:  Includes staff in planning, decision-making, facilitating and process improvement; takes responsibility for subordinates' activities; available to staff; provides regular performance feedback; develops subordinates' skills and encourages growth; solicits and applies customer feedback (internal and external); fosters quality focus in others; improves processes, products and services; continually works to improve supervisory skills.

• Oral Communication:  Speaks clearly and persuasively in positive or negative situations; listens and gets clarification; responds well to questions; demonstrates group presentation skills; participates in meetings.

• Planning/Organizing: Prioritizes and plans work activities; uses time efficiently; plans for additional resources; sets goals and objectives; organizes or schedules other people and their tasks; develops realistic action plans.

• Problem Solving: Identifies and resolves problems in a timely manner; gathers and analyzes information skillfully; develops alternative solutions; works well in group problem solving situations; uses reason even when dealing with emotional topics.

• Stress Tolerance:  Performing well when faced with pressure due to time frame, workload, adversity, disappointment, or opposition.

• Written Communication:  Writes clearly and informatively; edits work for spelling and grammar; varies writing style to meet needs; presents numerical data effectively; able to read and interpret written information.

Qualifications

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.

• Demonstrated proficiency in managing and motivating a team of subordinate department managers.

• Excellent written and verbal communication skills; strong organizational, problem-solving, and analytical skills.

• Strong interpersonal skills and ability to deal effectively with a diversity of individuals at all organizational levels. 

• Proven ability to manage and meet deadlines for multiple concurrent projects.

• Proven versatility and flexibility to enthusiastically manage constantly changing priorities and workflow.

• Ability to work with all levels of management.

• Good judgment with the ability to make timely and sound decisions.

Education/Experience

• Bachelor’s degree (B.A. /B.S.) or AA in business related discipline or equivalent (preferred).

• Minimum of ten (10) years prior senior management experience within the Collections/Auto Finance sector.

Supervisory Responsibility

Will have supervisory oversight of Collections Managers and Agents.

Language Ability

Ability to clearly and effectively communicate in person, in writing and by telephone.

Computer Skills

Proficient in use of MS Office - Word, Excel, PowerPoint, Visio, Project, Access, SharePoint

Certificates and Licenses

None Required

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually quiet.

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. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this Job, the employee is regularly required to sit. The employee is occasionally required to walk.

Commitment to Diversity and Equal Employment Opportunity

United Auto Credit Corporation, a wholly owned indirect subsidiary of Vroom, is an equal opportunity employer committed to creating and supporting a work environment where all employees can find their drive. To do that, we champion a workplace where each and every person is treated with dignity and respect and is valued for their unique perspectives and contributions. We believe our values of SPEED (Service, Progress, Employees, Engagement, and Development) are best realized in an environment, whether physical or virtual, where every individual has the ability to bring their whole selves to work and contribute fully.

UACC maintains a working environment that encourages mutual respect and promotes harmonious and friendly relationships among employees. The company prohibits any form of employment discrimination or harassment against employees, applicants, or other protected persons in the workplace based on a protected characteristic(s), regardless of who the source is of such conduct. Protected characteristics include race, color, religion, creed, sex (including gender, sexual orientation, gender identity or expression, or pregnancy, childbirth, or a related medical condition), national origin, ancestry, ethnicity, age, physical or mental disability, genetic information, service in the uniformed services, citizenship, or any other characteristic protected by federal, state, and/or local law. This commitment to antidiscrimination and antiharassment applies to all terms, conditions, and privileges of employment including, but not limited to, recruitment and hiring.

UACC likewise provides reasonable accommodations to qualified applicants, employees, or other legally protected individuals in the workplace with a disability to enable them to participate in the job application process, to perform the essential functions of a job, or to enjoy the benefits and privileges of employment equal to those of other employees, except if the accommodation would pose an undue hardship. The company also makes reasonable accommodations for religious beliefs and practices. 

UACC complies with all applicable federal, state, and/or local laws relating to equal employment.

Other Things to Note

This posting is not intended to provide a comprehensive account of the duties and responsibilities that may be required of this position. Duties and responsibilities may change or be added at any time, with or without notice.

Please review our privacy and CCPA policies.