Forwarding/Impound Division Manager - US Remote

​At Motorola Solutions, we believe that everything starts with our people. We’re a global close-knit community, united by the relentless pursuit to help keep people safer everywhere. Our critical communications, video security and command center technologies support public safety agencies and enterprises alike, enabling the coordination that’s critical for safer communities, safer schools, safer hospitals and safer businesses. Connect with a career that matters, and help us build a safer future.

This position will be responsible for directing and leading the MVTrac-MVRecovery Forwarding (Fontside, GPS, VOL)and Impound (including Appraisal) Divisions and CSR staff within the team. The Forwarding/Impound Manager will train, mentor and coach the CSRs and Impound Coordinators to maximize efficiencies, minimize delinquency/charge off and maximize recoveries. They will provide a strong focus on quality and accuracy in order to enhance the client and agent experience.

Job Responsibilities

• Work within MVConnect’s system of record (SOR)

• Responsible for managing all day-to-day operational activities for staff

• Provide authority and leadership of the daily performance of the department

• Acting as the main point of contact on escalated issues on Forwarding/Impound assignments for staff and clients

• Staying apprised of any performance trends. Assess department performance, create benchmarking, and KPI reporting to ensure client needs are met and productivity is improved.

• Responsible for addressing/logging performance issues with staff.

• Responsible for insuring their team provides quality service by establishing a high level of customer satisfaction through mentoring, training, and continual improvement 

• Responsible for progressive discipline and coaching staff to meet expectations. Monitor team member performance, perform escalation steps, provide ongoing training, supervise and develop staff through education and instruction.

• Develop and maintain training materials, documentation and SOPs

• Maintain queue sizes, staffing levels to meet client performance expectations or adjust accordingly 

• Communicate and train Forwarding/Impound staff on SOP, new guidelines, requirements, and client expectations

• Respond and be accountable to ad hoc internal and external requests for information

• Meet company goals and expectations

• Coordinate and set up large sums of information

• Microsoft Office & Google Suite experience preferred

• Automotive Industry, or Collection/Repossession experience preferred

• Typing 40 wpm or higher

This position is a remote position and candidates can be located anywhere in the US.

#LI-NJ1

#LI-REMOTE

• 3-5 years of experience in Automotive Finance Servicing OR Collections OR Repossession.

• 3+ years experience in management.

• Legal authorization to work in the U.S. indefinitely is required. Employer work permit sponsorship is not available for this position.

Our U.S. Benefits include:

• Incentive Bonus Plans
• Medical, Dental, Vision benefits
• 401K
• 10 Paid Holidays
• Generous Paid Time Off Packages
• Employee Stock Purchase Plan
• Paid Parental & Family Leave
• and more!

EEO Statement

Motorola Solutions is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion or belief, sex, sexual orientation, gender identity, national origin, disability, veteran status or any other legally-protected characteristic. 

We are proud of our people-first and community-focused culture, empowering every Motorolan to be their most authentic self and to do their best work to deliver on the promise of a safer world. If you’d like to join our team but feel that you don’t quite meet all of the preferred skills, we’d still love to hear why you think you’d be a great addition to our team.

We’re committed to providing an inclusive and accessible recruiting experience for candidates with disabilities, or other physical or mental health conditions. To request an accommodation, please complete this Reasonable Accommodations Form so we can assist you.