Collections Manager

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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