Collateral Recovery Performance Specialist

Responsibilities

• Works closely with recovery vendors to provide performance feedback and compliance with contracted expectations.
• Assists vendors and skip recovery with questions, fee approvals, and serves as a liaison between vendor support and agencies to resolve complaint issues.
• Serves as main point of contact and assists with inquiries from our network of repossession vendors while ensuring confidentiality of the company’s operations, portfolio, customer information, and technology.
• Provides guidance to recovery vendors regarding contracted SLAs, agency performance trends, and communicates clarification on gray area scenarios.
• Reviews, approves, negotiates, or declines fees associated with repossession efforts within defined SLAs, and escalates fees to management with business justification for approval.
• Prepares reporting and facilitates monthly conversations with repossession vendors regarding their overall performance, invoicing concerns, complaints, and any compliance opportunities, etc.
• Prepares monthly business review for presentation with vendors and internal stakeholders that provides a thorough assessment of the vendors’ performance in addition to recommendations.
• Facilitates onboarding process of new vendors, as well as creates and executes policies and procedures.
• Resolves performance-related issues/escalations associated with performance, invoicing, transportation, complaints, compliance, etc.
• Partners with additional internal and external partners to offer support and ensure the recovery process is running efficiently.
• Performs other duties as assigned.

Requirements

• High School Diploma, GED, or equivalent certification.
• Experience with Microsoft Office such as Excel, Outlook, and Word.
• 3+ years of experience in collections and/or loss mitigation; vendor management experience preferred.
• Associate degree or bachelor’s degree in business or related field may be used as a proxy for experience.

Physical Demands

• Maintain a stationary position at least 75% of the time.
• Move objects up to 20 pounds occasionally.
• Frequent communication with internal and external customers.
• Must be able to exchange accurate information in these situations.