This position can work a hybrid schedule based out of the greater Dallas, TX, or Atlanta, GA area.
At LendingPoint, we believe that everyone deserves to feel the power of possibilities. As an online fintech company, we’ve created advanced consumer, small business, and merchant point-of-sale lending solutions to unlock access to affordable loans and empower those working to build their financial potential. By creating technology that sees your potential, we’re driving a better lending and borrowing experience by finding more reasons to say “yes.”
More than just a job, LendingPoint is an exciting career choice where you’ll bring your expertise and experience to a talented team focused on fostering positive new customer experiences that inspire loyalty.
Are we speaking about you? Then keep reading.
What’s In It For You?
- Competitive Base Salary
- Excellent Benefits Package That Includes: Medical/Dental/Vision, 401(k) match, Paid Holidays, and more!
- Team Oriented Fast-Paced Fun Environment
- Dedicated and experienced Management Team
- On-going training and investment in our employees
What You’ll Do Day to Day:
Supervises the daily activities of collectors assigned to his or her group. Responsible for reporting and performance metrics, employee coaching and development, delivering corrective actions, and serving as an integral part of business strategy. The Collections Manager also ensures that the Collectors are meeting production goals and complying with company standards as well as federal/state/local collection laws.
ESSENTIAL JOB FUNCTIONS:
- Manage day-to-day collector work processes and results to established service levels – Drive revenue generation results.
- Meet with designated collection team to review accounts and ensure compliance with standard operating procedures. Provide them with tools needed to work their account portfolio which includes training, providing reports, and guiding changes in collection approach on accounts.
- Provide weekly documented collector performance feedback/coaching to ensure sustainable improvement.
- Monitor and provide support to ensure company policies, procedures, quality and compliance are being applied. This includes call listening and monitoring employees on the floor.
- Assess strengths and development needs of employees including timely and specific feedback and performance management.
- Provide coaching to employees towards meeting performance metrics. Motivate and develop employees to ensure individual and team performance expectations are met.
- Write and administer effective formal performance coaching and discipline including corrective actions and provide employee terminations recommendations, if needed.
- Effectively communicate expectations and consequences, as directed by management.
- Identify areas of training for existing employees and ensure that this is complete.
- Ensure work coverage for the designated collections team, including scheduling, and attendance management.
- Monitor floor activity and outbound/inbound calls to assist employees/ customers.
- Identify, analyze, resolve, and escalate concerns (employee, system, and customer), as needed, and provide guidance to collectors for resolution.
- Act as the primary escalation point and resolves and addresses issues within established guidelines.
- Diffuse and take over escalated calls while demonstrating the ability to find amicable resolutions with the customer.
- Participate in interviews and recommend talented candidates for hire to maintain a dedicated, high performing workforce.
- Meet defined performance objectives and goals.
- Place direct phone calls and E-mails to customers that are past due.
OTHER JOB FUNCTIONS:
- Availability to work weekends.
- Must be able to work a Flexible schedule.
MINIMUM QUALIFICATIONS:
- High school diploma or equivalent
- 2+ years previous management experience in a call center atmosphere
- 5+ years previous experience in Call Center/Collection environment
- Proficiency with Microsoft Office for Windows (Outlook, Word, and Excel) is required.
- Well versed with FDCPA guidelines and other federal/state/local laws and regulations pertaining to debt collections.
- Self-motivated and work independently to manage workflow, deadlines, and reporting
- This position requires excellent interpersonal skills and the ability to adjust and interact with all levels of personnel
- Ability to effectively prioritize tasks and responsibilities for both themselves and their collection team
- Ability to easily establish rapport and credibility with a variety of customers, coworkers, management, etc.
LendingPoint is an Equal Opportunity Employer.
LendingPoint
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