Job Title: Collections Manager
Department: Collections
Reports to: Director of Collections
Status: Salary plus bonus.
Location: Open with remote possibilities
Job Summary:
The Collections Manager is responsible for the management of the collections staff, ensuring client-specific requirements are followed and monitoring the way in which they handle phone calls to ensure compliance with firm, client, state, and federal laws. The Collections Manager is responsible for ensuring that employees comply with company policies and procedures and should be well-versed in the state and federal collections laws, including the Fair Debt Collection Practices Act (FDCPA). They should establish quality control standards and maintain and enforce them over time. Handling, compiling, sorting, verifying, and ensuring the accuracy of data, reporting, and information is a vital part of the position.
Essential Duties:
- Manage production, compliance, client requirements, and collections metrics for a team of collection associates.
- Handle the management of department training and the training of new hires into the collections department.
- Work with the Collections management team on client-specific staffing, training, and file work.
- Assist collections staff with the arrangement for debt repayment or establish repayment schedules based on customers' financial situations.
- Collaborate with the Director of Collections to ensure firm, department, and client requirements and goals are understood and acted upon.
- Work with Department Supervisors and Leads to ensure management of specific stoplights and timely completion of all duties.
- Manage canned and ad hoc reporting to assist in the management and production of the collections staff.
- Complete monthly collector scorecards and review them with the staff.
- Communicate effectively both upward and with associates as part of daily requirements.
- Train and coach new and current team members on compliance and collections processes.
- Manage team schedules and work assignments.
- Assist with department operations as assigned.
- Work with the Collections Director to develop goals and incentives.
- Understand and train on the risk elements of collections work and the importance of accuracy.
Education and Experience:
A minimum of 5 years’ experience in a supervisor/manager position in collections, legal, banking, or business field is required. Bachelor’s degree preferred.
Knowledge, Skills, and Abilities:
- Knowledge of business and management principles involved in strategic planning, leadership techniques, and production methods.
- Ability to effectively prioritize tasks.
- Excellent verbal and written communication skills.
- Strong problem-solving and decision-making skills.
- Advanced skills in key Microsoft Office programs.
- Detail-oriented with excellent time management and multi-tasking skills.
- Ability to use computers and computer systems for data entry and processing.
- Good critical thinking skills and sound judgment.
- Highly organized, self-starter, and flexible.
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