Overview

Job Family: Business Operations

Responsible for the day-to-day operations of the company's business units. Aims to deliver superior service to clients by driving and optimizing the effectiveness and efficiency of people, processes and technology thereby enhancing financial performance, increasing investment capacity, and managing risk. Builds the sustainable repeatable capabilities that support delivery of the highest standards of service and execution. Analyzes and reviews data tools, business processes and operational standards to execute service delivery. Evaluates and ensures that operations meet company objectives, business needs, service agreements and relevant requirements. Researches and monitors external landscape to identify developments and translate them into operational implications for the company.

Job Function: Auto Loan & Lease Specialized Servicing

Responsible for reviewing, processing, and resolving accounts and customer’s needs which include: SCRA, Cease & Desist, Deceased, Out of Country, and Credit Bureau Reporting. Researches and escalates as appropriate. Ensures adherence to procedure and regulatory compliance.

Summary of Responsibilities:

The Manager, Credit Bureau Reporting maintains the operations of the Credit Bureau Department and is responsible for employee training and ensuring production metrics or met in order to resolve escalated issues and create conflict resolution. This includes but is not limited to the following; analyzing, interpreting, and evaluating account information and listening to call recordings to resolve customer issues and/or escalated feedback.

Essential Functions:

  • Supports corporate vision and direction in matters of existing and potential operational changes to optimize the efficiency and effectiveness of all resources.
  • Maintains ongoing communication with the business regarding escalated issues and trends.
  • Develops and fosters internal relationships to build points of contacts to quickly resolve escalated and unresolved customer issues and conflicts.
  • Solicits feedback from internal customers ensuring best in industry Customer Service while building and improving the Company’s reputation.
  • Analyzes Executive Office departmental data to suggest potential changes in systems, procedures, and training.
  • Oversees associates to ensure coaching and development are in line with departmental goals, as well as corporate objectives.
  • Maintains a comprehensive working knowledge of all tools that are available to each associate, continually coaching and training associates to perform at peak capacity.
  • Maintains associate time cards.
  • Administers associate-related disciplinary actions.

Other Functions:

  • Other duties as assigned.

Supervisory Responsibilities:

Manages subordinate managers and professional staff. Is responsible for the strategic guidance, development and evaluation of employees. Carries out supervisory responsibilities in accordance with Santander’s policies and applicable laws.

Requirements:

  • Education –
    • Bachelor's Degree: Business, Finance, or equivalent field.
    • or equivalent work experience: Equivalent combination of education and experience may be substituted in lieu of degree
  • Experience –
    • 5-9 years Auto-finance or Call Center experience.
    • 0-3 years One (1) to Three (3) years Management experience.
    • 5-9 years Credit Bureau Dispute Management experience.
  • Skills & Abilities –
    • Advanced understanding of customer servicer policies and procedures and be familiar with the Fair Debt Collection Practices Act (FDCPA.).
    • Strong analytical skills with regard to evaluating system and process functionality.
    • Excellent organizational and time management skills with strong attention to detail.
    • Demonstrated leadership skills with the ability to motivate team members.
    • Strong written and verbal communication.
    • Strong Conflict Resolution skills.
    • Ability to handle multiple tasks simultaneously and meet assigned project deadlines in a timely manner.
    • Strong computer skills including Microsoft Office.
    • Ability to maintain confidentiality.

Competencies:

  • Change Orientation – Support for Change:
    • Proficient – Applying and Executing
      • Understands rationale for change and adjusts schedules and tasks to make things work
      • Anticipates and plans for changes in work schedules and assignments
      •  

  • Collaboration – Conflict Management:
    • Proficient – Applying and Executing
      • Establishes rapport with all parties in an attempt to diffuse tension
      • Confronts the issue, not the person
      •  

  • Customer Focus – Issue Ownership:
    • Proficient – Applying and Executing
      • Addresses customer’s requests, ensures concerns are recorded accurately and action is initiated appropriately
      • Makes extra effort to satisfy customers needs and meet commitments
      •  

  • Execution – Accountability:
    • Proficient – Applying and Executing
      • Follows through to meet commitments to others
      • Takes responsibility for achieving strong results, despite balancing multiple complex demands
      •  

  • Influence – Information Sharing:
    • Proficient – Applying and Executing
      • Uses information and data effectively to support a position and present a rational case
      •  

  • Problem Solving – Problem Identification:
    • Proficient – Applying and Executing
      • Identifies the component parts of a complex situation or problem and the relationship among variables that are not obvious
      •  

  • Risk Business Acumen – Product Knowledge:
    • Proficient – Applying and Executing
      • Understands the relevant products and services and the markets in which they are sold and their risk return to the organization
      • Can identify and speak to major operational issues across the organization
      •  

  • Risk Management – Knowledge of Risk Management Policies, Regulations, Processes and Procedures:
    • Proficient – Applying and Executing
      • Executes risk management process and procedures without management direction, and demonstrates awareness of expected results
      • Knows the relationship and impact of actions and results
      • Has an understanding of regulations impacting area supported
      •  

Working Conditions:

  • Frequently: Minimal physical effort such as sitting, standing, and walking.
  • Occasional moving and lifting of equipment and furniture is required to support onsite and offsite meeting setup and teardown.
  • Physically capable of lifting up to fifty pounds, able to bend, kneel, climb ladders.

Employer’s Rights:

  • This job description does not list all the duties of the job.  You may be asked by your supervisors or managers to perform other duties.  You will be evaluated in part based upon your performance of the tasks listed in this job description.
  • The employer has the right to revise this job description at any time.  This job description is not a contract for employment, and either you or the employer may terminate employment at any time, for any reason.