Collections Manager

Essential Job Functions

• Direct the roadmap, budget and delivery systems for our collections and recovery processes
• Partner with complimentary departments to oversee development, deployment and ongoing validation of evolving collections and recovery strategies
• Discover new frontiers to develop and implement effective customer contact strategies, while ensuring quality and adherence to all policies and practices
• Direct strategy, planning and execution of teams by setting goals and prioritizing objectives and results
• Hire, train, coach and develop teams for success
• Collects delinquent customer accounts
• Calculates monthly bonuses for review by accounting and processing by payroll
• Adheres to the Fair Debt Collection Practices Act (FDCPA) and PCI regulations at all times
• Distributes declined payments, returned checks and special handling accounts to team members
• Performs Quality Control functions including monitoring phone calls and reviewing account activity
• Manages escalated calls when a matter requiring manager assistance arises
• Documents all interactions with owners in account comments to include payment arrangement details and such
• Approves time off requests and schedule changes for team members. Issues payroll approval as needed

Managerial Responsibilities

• Provides immediate supervision to direct reports
• Oversees and controls the work performance of others in a close working relationship, often in the same room or close proximity
• A portion of the time may be spent performing individual tasks similar to those performed by direct reports
• Participate in the interview, selection and training processes for new hires in the collections department
• Assign work to direct reports, reviewing results in accordance to policies and procedures, and providing recommendations to management

Skills & Abilities

• Attention to detail
• Computer proficiency in Microsoft Word, Excel and Outlook
• Understand how to develop and implement business strategies
• Ability to interpret and create policies, procedures and manuals
• Excellent customer service skills
• Proficient in time management; the ability to organize and manage multiple priorities
• Able to take initiative and effectively adapt to changes
• Able to establish and maintain a cooperative working relation
• Able to interpret and create spreadsheets
• Able to use sound judgment; work independently, with minimal supervision
• Strong analytical and problem solving skills
• Able to perform a variety of duties, often changing from one task to another of a different nature, with impending deadlines and/or established timeframes
• Performs well with frequent interruptions and/or distractions
• Intermediate math skills