Summary of Responsibilities:
- The Reinstatement Manager review, monitors, directs and resolves all collection activities pertaining to, but not limited to, the process of reinstating vehicles to customers. Priorities include coaching, developing, attendance tracking, training and motivation of a Reinstatement team as well as assisting with servicing departmental reinstatement training with the objective of preventing and minimizing losses.
- Directly supervise, train, and develop staff in collection skills and competencies to maximize the potential of reinstating accounts that have been repossessed.
- Manage the follow-up process to ensure accounts are being reinstated in a timely manner.
- Discuss and review reinstatement activity regularly with staff to ensure consistent practices in accordance with all state and federal laws.
- Maintain delinquency and charge off levels.
- Identify process improvements and procedural challenges, recommending appropriate solutions.
- Continually evaluate and enhance workflow to ensure reinstatement process maintains an acceptable efficiency level.
- Hold monthly team and departmental meetings to discuss changes, Quality Assurance calls, strategy or any issues/concerns.
- Monitor & Maintain Auto IMS: This software allows us to place unit on hold from sale and access condition reports along with pictures for possible claims/damages.
- Implements new approaches and concepts to ensure objectives are obtained.
- Reduce costs and increase staff’s motivation and satisfaction.
- Maintain a comprehensive working knowledge of all systems, policies and procedures.
- Document employee activity including attendance, training, and other employee-related issues.
- Monitor associates’ calling queues to ensure accounts are worked according to business strategy and within Quality Assurance guidelines.
- Continually evaluate and enhance workflow to implement best practices.
- Plan and organize collection and reinstatement activity.
- Coordinate company objectives with Servicing Management.
- Compile and analyze statistical data relative to productivity.
- Monitor electronic time keeping system for all direct reports to ensure integrity as well as resolve issues such as missed punches, overtime, and PTO prior to the end of each payroll cycle.
- Administer associate-related disciplinary actions.
- Maintain a harassment free work environment.
- Special projects as requested
- Performs other duties as assigned
- Bachelor’s degree preferred; Equivalent combination of education and experience may be substituted in lieu of degree.
- Prior collections experience a must.
- Excellent communication, negotiation, sales and closing skills a must.
- Excellent organizational and time management skills.
- Ability to maintain confidentiality.
- Extended schedule may be required as dictated by management and business needs.
- Travel to multiple facilities may be required.
- Three (3) to five (5) years management experience required, including training and mentoring skills to coach the staff.
- Superior industry/product knowledge.
- Must have advanced understanding of loss prevention and collection policies and procedures and be familiar with the Fair Debt Collection Practices Act (FDCPA).
- Strong PC skills including Microsoft Office and Collection applications