Job description

Job Summary

The Servicing Process Manager is responsible for manager-level oversight, review, and approval action on various loan operations processes such as Extension Requests approvals and Complaints Management. This position collaborates with Collections Managers to increase departmental efficiency while ensuring compliance with company policies and applicable state & federal laws.

Job Duties

• Reviews and decisions loan extension requests in alignment with regulatory expectations
• Manages follow-up calls, resolutions, and documentation for Customer Complaints
• Works Management level lists that require follow-up or review
• Assist people managers with the completion of other processes as needed
• Works with manager-level approval authority and accountability on Loan Servicing processes
• May assist with call escalations or agent questions as needed but does not directly oversee a team
• Communicates with other departments and management to resolve problems and expedite work
• 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.
• Prior experience in collections at Exeter or other Non-Prime auto lender is strongly preferred.
• Strong knowledge of FDCPA and advanced negotiation skills
• Advanced communications and analytical skills
• Advanced experience managing state and federal laws and regulations
• Strong collections strategies knowledge.
• Advanced de-escalation/customer service skills.
• Strong Call Monitoring / Coaching skills

Compensation Information

Salary Range: $53,900 - $76,550

Individual compensation packages are based on various factors unique to each candidate including skill set, experience, qualifications, and other job-related reasons.

Exeter Finance is an Equal Opportunity Employer

Job Type: Full-time

Pay: $53,900.00 - $76,550.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Employee discount
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Parental leave
• Professional development assistance
• Referral program
• Retirement plan
• Tuition reimbursement
• Vision insurance

Physical setting:

• Office

Schedule:

• 8 hour shift
• Day shift
• Monday to Friday
• Weekend availability

Supplemental pay types:

• Bonus pay

Application Question(s):

• Experience in non-prime auto collections?

Experience:

• Call center: 5 years (Preferred)

Work Location: Remote

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