We are interested in every qualified candidate who is eligible to work in the United States. However, we are not able to sponsor visas or take over sponsorship at this time. #BI-Hybrid #LI-Hybrid
About the role:
As a First-Party Collections Department Manager, you will be a key member of our Operations Team. You’ll oversee the daily activities of Managers and Collections Representatives across multiple shifts within your department. Leveraging your collections expertise, you'll drive strategies and improve performance. Your main goal will be to meet and exceed departmental collection targets while ensuring outstanding customer service and operational efficiency. This role will report to the Operations Manager.
Responsibilities:
- Develop and implement effective collections strategies and procedures to maximize debt recovery while maintaining positive customer relationships and regulatory compliance
- Lead and coach the front-line leaders to manage metrics, performance criteria, first-party collection policies, and procedures to continuously improve representative productivity through improved consumer negotiations
- Ensure compliance in appropriate business units through a high level of competency with all federal and state laws and regulations, particularly collection laws FDCPA/Reg F, TCPA, and state collection laws
- Determine compliance risk and lead the development and implementation of policies, procedures, and practices that have risk-based compliance influence built into the everyday operations of the various departments
- Provide oversight to the performance management process, including biannual performance evaluations, career development plans, improvement plans, and disciplinary actions
- Evaluate management reports to enhance efficiencies and continuously improve productivity.
- Exercise sound judgment in daily responsibilities such as hiring, talent assessment, and workload equity
- Assist the Operations Manager in providing strategic and tactical solutions to improve departmental performance
Requirements:
- Over 7 years of experience in Compliance, Law, Risk Management, and Collection Operations, including managing teams
- More than 5 years working at a Consumer Collection Agency or lender/creditor in collections
- Proven track record of leveraging data-driven insights to enhance success and overall operational effectiveness
- Extensive knowledge of collection laws, including FDCPA/Reg F, TCPA, and state collection laws
- Ability to coach, train, and motivate employees and evaluate their performance
- Excellent written and verbal communication and interpersonal skills with all levels of staff and management
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