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Overview: Incumbent will be primarily responsible for managing and reporting of various reconciliation processes, communicating trends to leadership, and identifying procedural deficiencies that may impact Collections processes and/or delinquency.
Key Duties & Responsibilities: The Manager, Collections Operations responsibilities include, but are not limited to:
§ Provide management and oversight of day-to-day operations performance to Collections Specialists
§ Training and development of direct reports
§ Creating and/or maintaining reporting and oversight of Collections-related processes such as data transfers, workflows, notifications, and operational SLAs.
§ Maintaining interdepartmental communication, as it relates to Collections processes
§ Communicating identified, trends, risks, and/or procedural gaps to leadership
§ Handling escalated disputes from various departments determining the proper path for resolution and delegating to the proper subordinate monitoring completion
§ Identifying audit needs and distribution of volume to direct reports
§ Assisting with the implementation of new processes, including design and testing
Required Experience
§ High school diploma or GED
§ 2+ years Contact Center experience
Preferred Experience
§ Associate’s or Bachelors’ degree preferred
§ 1+ years leadership experience
Skills & Abilities:
§ Organized and detail-oriented
§ Excellent analytical skills
§ Able to multi-task and shift priorities, as required
§ Strong communication skills (verbal and written) and ability to communicate with individuals at all levels of the organization
§ Professional in appear and manner
§ Ability to work a full-time schedule, including evenings, weekends, and holidays, as needed
§ MS Office (Word, Excel, Power Point, Visio)
§ Microsoft SQL Server Management Studio
Working Conditions:
§ Work is performed in a call center environment and may require prolonged periods of sitting/standing
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