Consumer Repossession Manager

General Function

Provides leadership to assigned department so overall departmental customer service and productivity goals are met or exceeded. Focuses on resolving issues, and processing functions in a customer‑centric manner. Responsible for centralized administration of Customer Solution‑wide programs, communications, and reporting primarily related to: Associate Recruiting, Hiring, Training, Policy and Procedures, Coaching & Employee Engagement and Enterprise Initiatives. Responsible and accountable for risk by openly exchanging ideas and opinions, elevating concerns, and personally following policies and procedures as defined. Accountable for always doing the right thing for customers and colleagues, and ensures that actions and behaviors drive a positive customer experience. While operating within the Bank’s risk appetite, achieves results by consistently identifying, assessing, managing, monitoring, and reporting risks of all types.

Essential Duties and Responsibilities

• Responsible for department leadership with oversight of cross‑functional team of nonexempt/exempt staff and contract employees.
• Evaluate employee performance and provide coaching and guidance monthly.
• Plan, assign, and monitor workflow to maintain optimum efficiency, effectiveness, and compliance with all technical and regulatory requirements.
• Act as subject matter expert in collaborating with risk partners and external auditors.
• Oversee issues management to close process gaps and remediate accounts as necessary.
• Support third‑party vendors to manage workflow and ensure full compliance with quality, SLAs, and SOW as applicable.
• Champion change management of strategic initiative implementation.
• Continuously review department and bank processes, procedures, and policies; inspect processes and identify risk exposure to the Bancorp and customers.
• Resolve escalated customer or service issues to provide best‑in‑class service expectations.
• Identify staff training and development needs for exempt and nonexempt teammates.
• Prepare annual performance reviews in an honest and impartial manner, recommending salary increases and promotions as appropriate.
• Perform any other duties as assigned.

Supervisory Responsibilities

• Exercise leadership and technical supervision of the assigned employee group.
• Perform personnel tasks for the team such as exception time reporting and monthly performance reviews.
• Provide employees timely, candid, and constructive performance feedback.
• Develop employees to their fullest potential and provide challenging opportunities that enhance career growth.
• Develop an appropriate talent pool to ensure adequate bench strength and succession planning.
• Recognize and reward employees for accomplishments.
• Administer all human‑resource policies and procedures in a fair and consistent manner.
• Ensure training issues are identified and remedial steps implemented to keep staff adequately trained.
• Manage the hiring/selection process, making recommendations to senior leadership for candidates.

Minimum Knowledge, Skills, and Abilities

• High school diploma required; bachelor's degree preferred.
• Minimum 3 years supervisory/lead experience.
• Minimum 3 years collections, customer service, operations, or equivalent experience.
• Excellent verbal and written communication skills.
• Strong experience with Microsoft Office products (Word, Excel, PowerPoint, Outlook).
• Proven leadership, initiative, detail orientation, strong analytical and decisive decision‑making skills.
• Ability to work in a team environment, present a professional image, and command respect of staff, peers, and senior management.
• Thorough knowledge of loan collection policies, procedures, and activities.
• General knowledge of collection laws, regulations, principles of credit lending, and risk management.
• Established ability to work independently and solve problems.
• Ability to pivot based on business need.

Compensation

The base salary for this position reflects the range of salary levels for all roles within this pay grade across the U.S. Individual salaries within this range vary based on role, relevant skillset, experience, education, and geographic location. In addition to the base salary, this role is eligible to participate in an incentive compensation plan, with payments based on company, line of business, and/or individual performance.

Benefits

Fifth Third offers comprehensive benefits and differentiated compensation offerings to support employees’ physical, financial, emotional, and social well‑being. Detailed information is available on the Fifth Third Careers benefits page.

Location

Frisco, Texas 75034