Manager Servicing – Collections

About the position 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 Description

Job Summary Manage a team of customer servicing representatives focused on assisting customers, negotiating payment plans and minimizing financial loss. Drive strategic initiatives, enhance team performance, and ensure compliance with company policies and applicable state & federal laws.

Responsibilities

• Direct daily team operations, ensuring timely and effective resolution of customer inquiries and issues.
• Manage staffing levels and scheduling to meet business demands and foster clear communication through regular updates on company initiatives, product changes, and policies.
• Promote a customer-centric culture focused on empathy, responsiveness, and problem-solving.
• Develop and implement strategies to improve service quality, operational efficiency, and team performance.
• Drive process improvements that ensure compliance with company policies, and regulatory standards.
• Monitor key performance indicators (KPIs) including response times, customer satisfaction, and issue resolution rates.
• Train and coach staff, fostering a positive and productive environment. through regular performance reviews, constructive feedback, and skill development opportunities.
• Serve as an escalation point for complex customer complaints to maintain customer satisfaction and loyalty.
• Develop strong relationships with internal stakeholders and partner with other departments to address cross-functional issues and align departmental goals with organizational strategy.

Requirements

• High school diploma or equivalent, degree preferred
• 8+ relevant experience
• 2+ leadership experience
• Proven experience in customer service management, with a focus on overseeing customer servicing teams and operations.
• Strong leadership skills, with the ability to manage, motivate, and develop a team of customer service professionals.
• Excellent communication skills, both written and verbal, with the ability to interact with staff, senior leadership, and customers effectively.
• Strong analytical skills, with the ability to interpret performance metrics and make data-driven decisions to improve team performance.
• Experience in process improvement and implementing operational changes to increase efficiency and customer satisfaction.
• Ability to handle complex customer issues and lead efforts to resolve escalated concerns.
• Familiarity with customer service technologies, CRM systems, and service management tools.
• Strong organizational and time-management skills, with the ability to prioritize and manage multiple tasks and responsibilities.
• Knowledge of industry regulations and best practices related to customer service and servicing operations.
• Ability to adapt to a fast-paced environment and effectively manage changes in customer demands or business priorities.
• A customer-focused mindset with a commitment to improving the customer experience through effective service delivery.

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