Senior Issues Management Analyst

At Exeter Finance, we are committed to helping customers find the right financing for their next vehicle purchase. By building strong relationships with our customers and network of dealer partners we are able to give options that make sense, getting customers behind the wheel of their car.

Every team member is integral to our success. Whether you're at a servicing center helping customers with their loans, in the field building relationships with dealers, or supporting the company from its corporate offices, you'll enjoy a nurturing, invigorating and positive work environment.

Our vision is to be a premier finance company and lender of choice known for its People, Performance and Service.

Job Description

Job Summary

The Sr. Issues Management Analyst is responsible for compiling, analyzing and reporting of Quality Control monitoring and test results. The Sr. Issues Management Analyst will facilitate identified issues through the issue management life cycle process including identification, documentation of remediation plans and ensure timely resolution. The Sr. Issues Management Analyst is responsible for providing detailed summary and status of all operational issues and preparing documentation for operational leadership.

Job Duties

• Perform detailed analysis on Quality Control monitoring and testing results to identify trends, opportunities.
• Design and implement monitoring of compliance processes and objective assessment of risk areas within assigned complaint management; recommend, document and facilitate execution of issues remediation in a timely manner
• Maintain detailed status and summary reporting of all operational issues.
• Interface with senior management and business groups at all levels of the organization and maintain effective working relationships with key business partners and leadership.
• Facilitates meetings with operational leadership and other interested parties to obtain updates, assist in overcoming roadblocks and next steps. Schedules and participates in monthly issues management status meetings. Prepare and maintain issues reporting for proper business communication.
• Responsible for overseeing the intake of all operational issues through various sources to identify issues.
• Develops effective tracking system for communication of issues, information to impacted stakeholders, legal and regulatory issue findings, developments impacting business processes, and analysis of needed process changes.
• Maintains a comprehensive knowledge of internal operational business processes, policies and systems.
• Other duties as assigned.

Education and Work Experience

• College degree or 6+ years of equivalent work experience.
• 6+ years of experience in consumer loan servicing (customer services, collections) call center environment.
• 6 + years of consumer auto finance experience preferred.
• Excellent communication skills; ability to interface with senior management and business groups at all levels of the organization.
• Strong problem solver; excellent project management skills; attention to detail, research analysis & writing skills.
• Strong knowledge of federal, state law and regulations applicable to auto finance.

Exeter Finance LLC is an Equal Opportunity Employer.