At Smith Debnam, our philosophy is simple – to provide the best possible value to our clients. We firmly believe that the key to delivering such a value is equally simple – the people who make it happen. Our professional service team, the attorneys, paralegals, and staff, are therefore our most important assets. We are committed to maintaining an environment that provides professional fulfillment, actively supports professional development, and communicates the value of each person’s contributions.
Smith Debnam has been providing legal services to businesses and individuals in the Carolinas for more than 50 years. We provide employees with an enriching, professional work environment that rewards employee excellence, fosters teamwork, and supports professional development. Our employees also enjoy competitive salaries, quality benefit programs and flexible work hours.
Position Summary
The Recovery Operations Manager will primarily be responsible for managing a team of collection agents and administrative staff. This position will also monitor collections to forecast potential revenue and establish department goals.
Responsibilities
- Manage, lead, and motivate a team of collection agents and administrative staff.
- Partner with Human Resources to oversee training and development of the team.
- Evaluate staff performance by reviewing agent/consumer calls, production numbers, and collection processes for compliance.
- Provide continuous feedback regarding performance and compliance to direct reports.
- Monitor, develop, and implement collection strategies, such as dialer, manual call, and letter campaigns.
- Forecast weekly potential collection revenue for client reporting and establishing department monthly goals.
- Resolve escalated consumer disputes and/or complaints.
- Manage compliance of state and federal consumer protection laws and regulations such as: FCRA, FDCPA, UDAAP, and TCPA.
- Prepare and participate in client audits of collection processes and compliance.
- Evaluate current collection policies and procedures for compliance and efficiency.
Knowledge, Skills, and Abilities
- 5+ years’ experience successfully managing a staff of 15 or more employees.
- Bachelor’s degree in business or related field.
- Understanding of the legal process a plus.
- Prior law firm or financial services experience a plus.
- Understanding of state and federal consumer protection laws.
- Strong ability to analyze and problem solve.
- Ability to demonstrate collections negotiation.
- Proven ability to achieve monthly revenue quotas.
- Experience training and developing teams.
- Proficient and knowledgeable with creating advanced level Excel Reports.
- Ability to work in a team environment.
- Excellent verbal and written communication skills.
Smith Debnam Narron Drake Saintsing & Myers, L.L.P.
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