Manager, Servicing

Description

At American Credit Acceptance, our mission is to help customers acquire affordable, reliable transportation — and that mission continues long after a contract is signed. Servicing plays a critical role in supporting customers through complex financial moments while protecting the long-term health of the business.

As a Manager, Servicing, you will lead teams responsible for navigating those moments with professionalism, sound judgment, and empathy. This role blends people leadership, operational strategy, and hands-on problem solving, and is ideal for a leader who believes strong results and doing the right thing are not mutually exclusive.

Guided by our principles of integrity, partnership, humility, principled entrepreneurship, initiative, and fulfillment, you’ll help shape how we serve customers, develop our people, and continuously improve how we work.

About the Servicing Team
The Servicing team manages delinquent accounts and complex customer situations with a focus on resolution, compliance, and long-term outcomes. This work requires thoughtful decision-making, consistent communication, and strong collaboration—both within the department and across the organization.

Your key responsibilities in this leadership role will be:

• Develop and support a team of supervisors who are responsible for ensuring excellent agent behaviors on collection calls and other customer service interactions.
• Balance customer impact, risk, and business objectives in daily decision-making
• Partner with internal teams and external vendors to move accounts toward resolution
• Operate in a fast-paced, highly regulated environment where judgment matters

This team thrives under leaders who create clarity, build trust, and empower others to think critically rather than simply follow scripts.

What You’ll Do

Lead & Develop People

• Manage, coach, and develop Supervisors and Collectors, fostering a positive and accountable team culture
• Create an environment where people feel supported, challenged, and fulfilled in their work

Drive Results & Improve the Business

• Establish, monitor, and improve collections goals and performance metrics
• Apply critical thinking and project management skills to improve processes, tools, and workflows
• Identify trends, risks, and opportunities, providing insights and recommendations to senior leadership

Partner with Customers & Stakeholders

• Ensure professional, respectful relationships with customers, including direct involvement in resolving complex delinquencies
• Communicate corporate and departmental objectives clearly and consistently
• Collaborate cross-functionally to support broader business initiatives

What You Bring

• 5+ years of experience in a customer contact, service, sales, or collections environment
• 3+ years of collections experience (auto finance strongly preferred)
• 2+ years of experience leading people or teams
• Bachelor’s degree in finance, business administration, or a related field (or equivalent professional experience)

Skills & Attributes

• Exceptional listening skills and a collaborative leadership style
• Strong analytical, negotiating, and problem-solving skills
• Solid knowledge of collection laws and best practices
• Excellent written and verbal communication skills
• Ability to thrive in a fast-paced, results-driven environment
• High attention to detail with timely, accurate follow-through
• Bilingual Spanish/English is a plus

Work Environment & Expectations

• Professional office environment using standard office equipment
• Typical hours are Monday through Friday, 10am – 7pm Mountain Time. Hours may vary subject to business need.
• Some travel may be required

Starting salary for this position is $65,000.

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

EEO Statement
ACA provides equal employment opportunities (EEO) to all applicants for employment without regard to race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, disability, genetic information, marital status, amnesty, or status as a covered veteran in accordance with applicable federal, state and local laws. ACA complies with applicable state and local laws governing non-discrimination in employment in every location in which the company has facilities.

California Privacy Notice
As an employer of California residents, we are dedicated to protecting your privacy rights. Any personal information you provide during the application process will be used solely for permitted internal purposes and will be handled in accordance with applicable privacy laws. By applying to this position, you consent to the collection, use, and disclosure of your personal information as described in our Employee Privacy Notice.