Manager / Director of Collections and Customer Service
SUMMARY -SEEKING -A dynamic outgoing leader with the ability to quickly move through strategic programs and decisions. This highly visible role will not only influence the energy, learning and development of their departments, but also work to ensure all servicing production focus is on meeting aggressive strategic goals. The Director / Manager position currently leads the team of collection and customer service supervisors and team members (about 50) with responsibility for continued building of the Auto Servicing department including but not limited to the following key performance metrics:
Staffing for optimum talent and performance;
Establishing and executing key daily, weekly, monthly and annual performance metrics;
Supervising, Managing and Leading Collection and Customer Service associates relating to initiatives/goals for each department
Providing pro-active accountability to department performance in exceeding performance expectations related to customer service, charge off, delinquency levels and compliance;
Strategically developing, managing and executing operational processes and procedures to ensure optimum performance and compliance.
MEASURES OF SUCCESS
Successfully meeting or exceeding all of the following:
Customer Service goals;
Delinquency and Charge off goals;
Associate development and retention goals;
Quality and Compliance goals;
Department monthly scorecard expectations;
ROLE AND RESPONSIBILITIES include but not limited to the following:
Manage, Direct, coach, mentor, motivate and inspired team members to meet and exceed performance expectations.
Ensure Collection/Customer Service associates are provided and complete proper training and development to achieve optimum performance.
Direct and manage department supervisors and leads in driving department initiatives.
Consistently collaborate with support departments to remove obstacles and streamline processes toward collections optimization.
Actively maintain knowledge of compliance expectations, manage to those expectations and urgently remedy concerns or risks identified in compliance with corporate policy and state and federal regulations.
Use metrics and data analysis to assist with forecasting related to staffing, delinquency levels, charge offs and overall portfolio performance.
Actively perform reviews and audits of procedures to ensure compliance with current industry and company regulations; revise procedures, policies and supporting documents to maintain internal controls.
Directly with Supervisors & Leads, monitor team results and functioning; prepare and present weekly/monthly reports and summaries for Vice President and Executives.
Proactively inform Vice President and other members of management of issues which require immediate attention. Provide recommendation for strategies to resolve issues and/or improve effectiveness of team.
Function as point person for all annual department strategic planning.
Remain flexible to handle administration of escalated calls and associate issues, including internal investigations where necessary.
Direct and manage execution of proper staffing levels including involvement with recruiting and selection process for new talent, networking within the industry to identify and refer potential candidates for employment, and driving external referrals.
Maintain flexibility to assist other collection department management team for schedule changes.
Demonstrate company values throughout all interactions with internal and external contacts.
Strong history of success in directing, leading and managing a fast-paced, growth-oriented collections team with significant experience in the sub-prime credit sector
Demonstrated ability to independently multi-task and manage competing priorities.
Demonstrated mastery of collection techniques and the ability transfer knowledge and skills to team members.
Proven knowledge of state and federal collections laws and compliance regulations.
Proven strategic analytical skills, with an ability to analyze defined productivity and performance data.
Strong verbal and written business communication skills, including creating effective reports, business correspondence, and procedural manuals.
Ability to effectively present information and respond to a variety of audiences including associates, peers, leadership and customers.
Clear proficiency in Outlook, Excel, and Word
Evidence of working as a change agent toward constant measureable performance improvement.
Flexibility with schedules and workload with occasional support on evening and weekend work.
EDUCATION / EXPERIENCE REQUIREMENTS:
Bachelorâs Degree or equivalent in Business, Marketing or related field.
5+ years of demonstrated success in managing a collection/call center environment.
7+ years of leadership experience over a program, team or department.
History of active and consistent professional development and education.
Masterâs degree or similar a plus.
Background in Automotive Finance (sub-prime sector experience a must) for major financial institution or a specialty finance company.
Bi-Lingual (Spanish / English) fluency a plus.
Apply for this Job