Remarketing & Insurance Supervisor

responsible for handling all performance management tasks, providing one-on-one and ongoing coaching to Customer Experience Representatives (CER), and ensure that KPIs are reported up to the manager.

Primary Job Accountabilities

Operations Management:

• Accountable for all aspects of remarketing and inventory management, including audits and reviews of inbound units, existing inventory and units sold to mitigate losses on collateral.

• Using data-driven approaches, develop policies, initiatives, and tactics to optimize the remarketing process.

• Maintain repossession inventory and total loss claims at or below established objectives. Monitor the repossession inventory behaviors through the different stages to forecast specific needs and emerging trends.

• Maintain and ensure that all inventoried vehicles comply with federal, state, and local laws that govern retail auto sales.

• Closely monitor the total loss claims to assure it is working effectively and based on customer expectations of delivering great service.

• Develop KPIs and testing plans to measure the effectiveness of the remarketing, loss recovery and total loss initiatives and optimize them over time.

• Oversee the day-to-day activities of the Remarketing, Loss Recovery and Insurance (Total Loss) unit to ensure a customer-first approach to handling customer communications.

• Manage the inventory of accounts charged off as losses and ensure they are worked using strategies that allow us to increase recoveries for the company.

• Monitor repo charge-off process to guarantee it is done within the established guidelines and procedures.

• Assists the CUEM in developing standard and consistent operating procedures, goals, and objectives for the department.

People Management:

• Assist in the ongoing training and coaching of team members and suppliers to improve customer contact quality, processing accuracy and work efficiently, as well as maximizing performance and development of team members, enabling them to take an active role in improving their performance.

• Monitor and evaluate staff's performance levels and workflow efficiencies to meet projected needs and ensure the highest level of customer satisfaction and productivity.

• Identify opportunities for team members to develop new skills and abilities required to increase their effectiveness and completes objective and relevant performance appraisals for direct reports in a timely manner.

• Serve as a resource to CERs dealing with complex or difficult customer transactions. Provide direct customer service on elevated, sensitive or complex remarketing and insurance issues. Report/refer the most complex and sensitive issues to the CUEM for resolution.

• Monitor the changing needs of the team and provide input. Participate in the interview, selection and hiring process to ensure adequate staffing levels.

Customer Service Management

• Closely monitor established KPIs for the REPO inventory aging, loss recovery and total loss claims to ensure established objectives are followed consistently. Analyze repo inventory, loss recovery and total loss reporting statistics on a consistent basis.

• Monitor Remarketing, loss recovery and Total Loss unit performance, while ensuring compliance and regulations are followed.

Cross Functional Collaboration

• Work in conjunction with other functional areas in the evaluation, development, and implementation of workflow efficiencies to ensure a world-class customer experience.

Education

Required

• Four-Year College Degree (BA or BS) Business Administration, Finance or Accounting related areas

Experience - Subject Matter Expertise

Required

• 5-10 years of relevant / progressive work experience (in similar field and/or industry)

Licenses, Certifications & Specialized Skills

Required

• Ability to build relationships with a broad audience both internal and external to TFS.

• Manage projects successfully to meet deadlines, provide deliverables, and adhere to budgets.

• Work collaboratively with other team members.

• Strong organizational and stakeholder management skills.

• Strong verbal and written English and Spanish skills.

• Proficient knowledge of MS Office Applications (Word, Outlook, PowerPoint, etc.)

• Proficient knowledge of Excel (managing data and information, creating visual representation of data, pivot tables, SUMIF, COUNTIF, VLOOKUP, etc.)

Supervision or Management

Collective Number of Team Members Direct and Indirect Reports

• 3

Responsible for oversight of contingent workers (Indirect Reports)

• 2

Additional Comments, Including Unique Circumstances

• Work schedule: Monday-Friday from 8:00 am to 5:00 pm. However, in some instances working overtime, may be required.

Belonging at Toyota

Our success begins and ends with our people. We embrace all perspectives and value unique human experiences. Respect for all is our North Star. Toyota is proud to have 10+ different Business Partnering Groups across 100 different North American chapter locations that support team members' efforts to dream, do and grow without questioning that they belong.

Applicants for our positions are considered without regard to race, ethnicity, national origin, sex, sexual orientation, gender identity or expression, age, disability, religion, military or veteran status, or any other characteristics protected by law.

Have a question, need assistance with your application or do you require any special accommodations? Please send an email to [email protected].