Sr. Collections Operations Associate

Hyundai Capital America (HCA) helps people move forward. Through Hyundai Motor Finance, Genesis Finance, and Kia Finance, we deliver innovative financing, leasing, and insurance solutions to more than 3 million customers and businesses nationwide. We’re a company driven by growth, innovation, and people. At HCA, you’ll find opportunities to build new skills, expand your career, and make a real impact—while working in a diverse, inclusive, and values-driven environment. We’re proud to support our communities through volunteerism, philanthropy, and engaged Employee Resource Groups.

About the role

As a Sr. Collections Operations Associate, you will primarily be responsible for providing supplemental Collector coaching and delivering timely feedback to collection agents. This position handles escalated customer calls, reviews accounts, and conducts collector skill-up training. You will assist managers with floor coverage, facilitate team activities and meetings, support special projects, user acceptance testing for project deployments, and handle additional ad-hoc requests to support operations.

Responsibilities

• Provide supplemental coaching, mentoring, and guidance to team members in accordance with department standards to increase knowledge, quality, and performance.
• Assist with escalated calls, account approval requests, floor coverage, account reviews, and facilitation of team meetings/activities.
• Complete collector onboarding and skill-up training.
• Provide call support for all functions within Collections as needed while complying with all relevant policies and procedures.

Requirements

• Minimum 4-6 years of related experience in a call center performing Collections, Servicing, Credit, or Funding roles.
• High school graduate or GED equivalent; Bachelor’s degree preferred.

Skills

• Strong negotiation skills – Ability to negotiate mutually beneficial arrangements with the customer.
• Skip tracing skills – Ability to utilize various skip tracing tools (where applicable).
• Basic computer skills – Knowledge of Microsoft Windows including Word and Excel.
• Strong communication skills (Verbal and written) – Ability to clearly communicate thoughts and ideas to peers and customers.
• Strong listening skills – Ability to listen and understand direction.
• Ability to multitask and work under pressure.
• Ability to prioritize tasks and effectively manage time to meet assigned deadlines.
• Excellent organizational and problem-solving skills.
• Proven track record with delivering seamless customer experiences.
• Ability to thrive in a performance coaching environment.

Benefits

• Hybrid flexibility – 4 days in office, 1 day remote.
• Vehicle perks – monthly vehicle allowance plus purchase and lease discounts.
• Comprehensive health coverage – medical, dental, and vision plans.
• Employer-funded HSA contributions to help reduce healthcare costs.
• 401(k) with company match and immediate vesting from day one.
• 100% company-paid life and disability insurance.
• Wellbeing benefits including fitness and health resources.
• Leadership programs and career development that support continuous learning.
• Paid Volunteer Time Off and a company charitable donation in your honor.

Pay

Minimum Salary: $57,038.40
Maximum Salary: $85,557.60

Schedule

• Full-time
• Regular, non-exempt