Manager, Servicing - Vendor Relations and Project Coordination
Description
Manager, Servicing (Loss Mitigation – Vendor Relations & Project Coordination)
About the Role
The Manager, Servicing at American Credit Acceptance (ACA) plays a critical leadership role within our Loss Mitigation organization, overseeing teams that support vendor relationships, complex servicing initiatives, and cross-functional projects tied to collections and recovery efforts.
This leader is responsible for driving results and building strong, skilled teams—balancing performance, compliance, and customer outcomes in a fast-paced auto finance environment. The ideal candidate brings deep collections expertise, strong people leadership skills, and the ability to think strategically while executing day-to-day operations.
What You’ll Do
As a Manager within Servicing, you will lead people, influence outcomes, and continuously improve how we operate.
Team & Performance Leadership
- Set clear performance expectations and drive results aligned with departmental and company goals
- Create a positive, accountable team culture focused on engagement, development, and execution
- Conduct performance reviews and provide ongoing coaching, feedback, and development guidance
Operational Excellence & Continuous Improvement
- Plan, implement, and refine servicing and collections processes to improve efficiency and outcomes
- Apply critical thinking and project management skills to solve complex operational challenges
- Partner with senior leadership to identify opportunities for improvement and execute solutions
- Monitor performance metrics and adjust strategies to meet evolving business needs
Customer, Vendor & Stakeholder Engagement
- Maintain strong professional relationships with customers, vendors, and internal partners
- Personally handle escalated or complex delinquency cases as needed
- Clearly communicate priorities and departmental objectives across teams and vendors
People Development & Talent Decisions
- Identify development needs for team members and create actionable growth plans
- Provide input and recommendations related to hiring, promotions, advancement, and performance actions
- Ensure training and coaching efforts support compliance, performance, and customer experience
What You Bring
- 3+ years of experience in customer-facing roles (service, sales, or collections)
- 2+ years of collections experience within the finance industry
- 2+ years of people leadership or supervisory experience
- Auto finance collections experience strongly preferred
- Bachelor’s degree in Finance, Business Administration, or a related field preferred
- Strong analytical, negotiation, and problem-solving skills
- Working knowledge of applicable collection laws and regulations
- Excellent written and verbal communication skills
- Ability to lead effectively in a fast-paced, high-accountability environment
- Detail-oriented with strong follow-through and organizational skills
- Demonstrated success motivating, coaching, and developing teams
- Background in subprime auto loan servicing preferred
- Bilingual (Spanish/English) preferred
Supervisory Responsibility
This position has direct supervisory responsibility.
Work Environment & Schedule
- Professional office environment with standard office equipment
- Schedule may vary and include Monday through Sunday, based on business needs
Travel
- Occasional travel may be required
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.
EEO Statement
ACA provides equal employment opportunities (EEO) to all applicants for employment without regard to race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, disability, genetic information, marital status, amnesty, or status as a covered veteran in accordance with applicable federal, state and local laws. ACA complies with applicable state and local laws governing non-discrimination in employment in every location in which the company has facilities.
ACA provides equal employment opportunities (EEO) to all applicants for employment without regard to race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, disability, genetic information, marital status, amnesty, or status as a covered veteran in accordance with applicable federal, state and local laws. ACA complies with applicable state and local laws governing non-discrimination in employment in every location in which the company has facilities.
California Privacy Notice
As an employer of California residents, we are dedicated to protecting your privacy rights. Any personal information you provide during the application process will be used solely for permitted internal purposes and will be handled in accordance with applicable privacy laws. By applying to this position, you consent to the collection, use, and disclosure of your personal information as described in our Employee Privacy Notice.