The Manager leads the Special Services Team with a focus on driving business performance and delivering exceptional customer service. This role is responsible for overseeing audits of outsourced accounts to ensure compliance with internal policies and lending regulations. The Manager manages both staff and vendor relationships through performance evaluations, coaching, and training initiatives. In a fast-paced environment, this position drives process improvements, collaborates with senior leadership to meet strategic goals, and ensures consistent adherence to corporate standards and regulatory requirements.

Essential Duties and Responsibilities:

• Lead the Specialized Service Team to drive business performance, ensure customer satisfaction, and maintain compliance with applicable laws and regulations across all operational processes.

• Actively monitor and evaluate the performance of outsourcing vendors, including Allied Solutions, to ensure alignment with business process standards and expectations.

• Collaborate with the Compliance Department to respond to CFPB, state, and local audit requests, and implement necessary changes based on evolving laws and regulations.

• Guide the development and execution of strategic initiatives, workflow processes, and process management within relevant operational areas.

• Design and implement metrics to measure and monitor the success of Default Services operations.

• Develop and apply best practices for acquiring, training, motivating, and retaining talent, while structuring the team for optimal performance.

• Establish, track, and report performance and operational metrics for both internal teams and third-party vendors.

• Stay current on internal and external compliance procedures, including federal, state, and district-level regulatory requirements.

• Attend court hearings or trials as needed, either in person or via teleconference; travel and overnight stays may be required.

• Perform other duties as assigned; responsibilities may evolve based on business needs.

Qualifications and Competencies Required: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

Required Experience:

• Minimum of 5–7 years of experience in Auto Loan/Lease Insurance, Repossession, Total Loss, and Warranty Cancellation, with at least 3 years in a team lead or supervisory role.

• Minimum of 5 years of experience in vendor relationship management, including direct oversight of staff and third-party service providers

Education:

• High school Diploma or GED

Additional Requirements:

• Overtime required – required on an as needed basis.

• Travel 0-10% - as required on an as needed basis.

• Must have reliable transportation and live within a commutable distance to one of the following cities: Dallas, TX Atlanta, GA

Qualifications Preferred:

• Ability to read and comprehend simple instructions, short correspondence, and memos; ability to write clear and concise correspondence.

• Basic mathematical skills, including the ability to add, subtract, multiply, and divide using whole numbers, fractions, and decimals.

• Ability to provide detailed written or oral instructions.

• Proficiency in Microsoft Excel and Microsoft Word.

• Knowledge of compliance with the Fair Debt Collection Practices Act (FDCPA), as well as local, state, and federal collection laws.

Physical Demands: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this Job, the employee is regularly required to sit; use hands to finger, handle, or feel; reach with hands and arms and talk or hear. The employee is occasionally required to stand; walk and stoop, kneel, crouch, or crawl. The employee must occasionally lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision.

Work Environment: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually moderate.

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.

An applicant must be authorized to work in the United States to be eligible for this position. Stellantis Financial Services, Inc. will not sponsor applicants for work visas of any type for this position.

Stellantis Financial Services, Inc (SFS) is an equal opportunity employer and is committed to providing its employees an environment that is free of harassment, discrimination, and intimidation. It is the policy of SFS to comply with all applicable employment laws and regulations and to provide equal opportunity for all qualified persons and to not discriminate against any employee or applicant for employment because of race, color, religion, sex, age, national origin, disability, pregnancy, sexual orientation, veteran status, gender identity or expression, change of sex, and/or transgender status or any protected status. Candidates must possess authorization to work in the United States. This policy applies to recruitment and placement, promotion, training, transfer, retention, rate of pay and all other terms and conditions of employment. Employment and promotion decisions will be based solely on merit, ability, achievement, experience, conduct and other legitimate business reasons.