Manager, Loss Mitigation

Hyundai Capital America; Plano (TX); On-site; USD 90,000 - 120,000; Full time

Benefits offered by this job

Vehicle allowance

Health coverage

HSA contributions

401(k) match

Life & Disability insurance

Wellbeing program

Volunteer time off

Job summary

Hyundai Capital America seeks a Manager, Loss Mitigation in Plano, TX. You will lead loss-mitigation operations, coach a team, ensure compliance, and collaborate across functions to improve performance and customer experience.

Requirements include 5–7 years in a call-center/collections setting with vendor management, a Bachelor's degree, and strong communication and analytical skills. Auto-finance experience is preferred; proficiency in Microsoft Office is required.

Qualifications

• Bachelor's degree or equivalent work experience.
• 5-7 years progressive experience in a call center with vendor management.
• Strong interpersonal and communication skills.
• Knowledge of federal laws governing collections.
• Auto Finance experience preferred.

Responsibilities

• Daily activity: coach staff to hit performance metrics and mitigate loss results; monitor trends across queues, teams, and individuals.
• Identify process gaps and drive practical solutions with cross-functional partners.
• Develop and execute plans to address performance gaps and support staffing and onboarding.
• Lead, mentor, and develop team members to ensure collaboration and growth.

Skills

Staff coaching

Performance management

Process improvement

Customer experience focus

Analytical reporting

Education

Bachelor's degree or equivalent

Tools

Microsoft Office

Excel

Job description

DescriptHyundai 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. If you're looking for a fast-paced, collaborative workplace where your ideas matter, join us as we lead the future of financing freedom of movement.

WHAT YOU WILL DO

The Manager, Loss Mitigation is responsible for managing loss mitigation operations and leads a team accountable for performance, loss results, and customer experience. Oversees staff coaching, operational execution, compliance, and performance monitoring, while partnering cross-functionally to drive process improvements and support business objectives.

HOW YOU WILL MAKE AN IMPACT

1. Daily Activity Manage and coach staff to achieve key performance metrics and mitigate loss results. Monitor daily, weekly, and monthly performance trends across queues, teams, and individuals. Support employee engagement, recognition, and ongoing development planning. Ensure team adheres to established policies and procedures to maintain compliance and operational standards.
2. Process Improvements Identify process gaps, operational inefficiencies, and missed opportunities, and recommend practical solutions. Partner with internal departments to drive collaboration, communication, and alignment across sites, teams, and business partners.
3. Department Strategy Execution Develop and execute action plans to address performance gaps and drive performance improvement. Support implementation of new tools, workflows, contact strategies, and segmentation approaches. Utilize reporting and operational data to evaluate outcomes and continuously refine team execution. Responsible for maintaining the appropriate staffing levels by assisting in interviewing and on-boarding activities.
4. Lead, mentor, and develop team members by providing direction, performance feedback, and support to ensure effective collaboration, professional growth, and achievement of organizational and personal goals.

Qualifications

• Minimum 5-7 years progressive related experience in a call center environment with vendor management accountability including cross functional responsibility in Operation functions such as Collections, Servicing, Credit and/or Funding roles.
• 0-2 years supervisory experience or leading projects. Auto Finance industry preferred.
• Bachelor's degree or equivalent work experience.
• Strong interpersonal skills to promote team success and development.
• Knowledge of federal laws governing collections practices.
• Strong verbal and written communication skills with the ability to share clear messages effectively both inside and outside the organization.
• Proactive approach to problem-solving with demonstrated skill set in identifying, researching, and solving problems.
• Proven analytical skills to provide analysis and report summaries to upper management.
• Ability to train and develop team members with strong emphasis on skill set development and call related negotiation, listening and interpretation skills.
• Experience in service-related disciplines.
• Understand and can develop a customer-centric approach that meets policies and procedures while promoting customer retention.
• Proficient in Microsoft Office, including Word and Excel.
• Understanding of team dynamics and techniques to build strong teams.
• Must be able to influence, motivate and engage associates.
• Exceptional time management skills, with the ability to multitask in a fast-paced environment while meeting established deadlines.
• Proven track record with delivering seamless customer experiences.
• Ability to thrive in a performance coaching environment.

WE TAKE CARE OF OUR PEOPLE

At HCA, our people drive our success. That's why we offer a competitive rewards package that supports your health, financial future, and overall wellbeing-at work and beyond.

Benefits Highlights

• 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

Because great benefits help you thrive-personally and professionally.

OTHER DETAILS

Our Company is an equal opportunity employer committed to fostering a diverse, inclusive, and respectful workplace-because we believe diversity builds stronger teams. We comply with all applicable federal, state, and local equal employment opportunity laws and do not discriminate on the basis of race, religion or creed, color, national origin, ancestry, caste, citizenship, sex or gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity or expression, age, disability, medical condition, genetic information, marital status, family care or medical leave status, military or veteran status, political affiliation, or any other characteristic protected by law. Information provided during the application process is requested in good faith and will be used solely in accordance with applicable employment laws.

California Privacy Notice

California Privacy Notice This notice only applies to our applicants who reside in the State of California. The latest version of our Privacy Policy can be found here . This Privacy Policy provides you with notice, at or before the point of collection, about the categories of personal information to be collected from you, the purposes for which your personal information is collected or used, and whether that information is sold or shared, so that you can exercise meaningful control over our use of your personal information. We are providing this notice to comply with the California Consumer Privacy Act of 2018, as amended as by the California Privacy Rights Act of 2020 ("CCPA"). If you have any questions about CCPA regarding California residents or HCA team members, please contact the Privacy Team at [e-mail] .