Collections Manager

Collections Manager

Austin, TX – Hybrid

SUMMARY:

• 8fig is looking for a Collections Manager who will serve as the primary contact for all customers with failed debits as well as those needing Plan changes. The CM will manage clients’ accounts in an effort to reduce defaults, delinquencies and assist under-performing clients.

RESPONSIBILITIES:

• Understand all aspects of 8fig’s Growth Plans
• Respond to customer debit/remittance related questions
• Assist with the education and facilitation of “Change Requests” for users
• Prepare weekly documentation related to recent failed debits and current statuses of accounts
• Work closely with VP of CS to identify effective policies and where there are blockers, for Risk + Product
• Identify patterns within under-performing users and report back to VP CS + Risk
• Manage team culture while ensuring a positive welcoming work environment
• Take over more complicated tasks/user in an effort to retain users who want to terminate their contracts
• Develop and share best practices with team members to continually improve the quality, effectiveness, and efficiency of our processes
• Update and maintain Sales database with relevant account details

DESIRABLE SKILLS AND PREFERRED QUALIFICATIONS:

• Bachelor’s Degree + experience in Customer Success, Customer Support, Sales, Retention, Account Receivable or Account Management or related field
• Experience with a client-facing role
• Proficiency with MS Office
• Possess strong phone, written and verbal communication skills with excellent presentation skills
• Strong empathy for customers and passion for revenue and growth
• Demonstrated ability and desire to work and excel in a fast-paced environment
• Well-organized, with high attention to detail and ability to prioritize
• Experience with implementing customer solutions in a capacity is a plus
• Experience with Salesforce.com and other CRM tools is a plus

8fig