Manager, Default Services

Position Summary

The Manager of Default Services is responsible for leading a high-performing team and vendor partners to deliver superior service while ensuring compliance with company policies and consumer lending laws. This role oversees outsourced account audits, drives process improvements, and develops staff through coaching and performance management. Success requires strong leadership, problem-solving, and collaboration to enhance efficiency, maximize resources, and align departmental goals with corporate objectives in a fast-paced, regulated environment.

Essential Duties And Responsibilities

• Collaborate with internal departments to automate business processes and enhance operational efficiency.
• Respond to audit requests from the Compliance Department, including those from the CFPB, state, and local agencies.
• Ensure compliance with federal and state regulations by implementing updates such as Right to Cure (RTC) and Servicemembers Civil Relief Act (SSCRA).
• Lead the Default Services team to meet performance goals through training, coaching, and effective issue resolution.
• Manage and monitor third-party vendors, including Allied Solutions, ensuring compliance and reporting operational metrics.
• Develop and execute strategies, workflows, and reporting tools to inform senior leadership of performance trends and workloads.
• Oversee account assignments for reinstatement, voluntary surrender, invoicing, and other specialized service functions.
• Resolve escalated issues.
• Perform other duties as assigned to support departmental objectives.

Qualifications and Competencies

• Minimum 5 years’ experience in Auto Repossession, Collections, Loss Mitigation or Default Service.
• Minimum 3 years managerial or leadership experience.
• High School diploma and/or GED.
• Excellent verbal and written communication skills, with the ability to convey complex information in a clear and concise manner.
• Strong problem-solving skills with the ability to apply common sense understanding to carry out detailed written or oral instructions.
• Proficient in Microsoft Excel and Microsoft Word; ability to navigate and utilize software tools to support reporting and documentation needs.
• Knowledge of and adherence to the Fair Debt Collection Practices Act (FDCPA), as well as applicable local, state, and federal collection laws.
• Ability to lead day-to-day operations to oversee team activities and collaborate with Senior leaders.

Physical Demands

• Sit.
• Use hands to finger, handle, or feel.
• Reach with hands and arms.
• Talk or hear.
• Occasionally lift and/or move up to 10 pounds.
• Close vision.

Work Environment

• Moderate noise level in the work environment.

Work Schedule

• This position requires the ability to work various shifts to accommodate business needs. Typically, between the hours of 8AM-6PM Monday through Friday and on weekends as needed.
• Travel is required 10% of the time.