Collections Manager

About the role

The Collections Manager will oversee the day-to-day activities, processes, and performance of the Customer Retention Administrative Coordinator(s), Loss Mitigation team, and the Debt Settlement Collections Representative(s). This position has multiple direct reports and is responsible for 7+ full-time equivalents. The Internal Recoveries Manager will report to the Senior Manager of Internal Recoveries.

Responsibilities

• Oversee day-to-day operations of Customer Retention Administrative Coordinators, Loss Mitigation team, and Debt Settlement Collections Representatives
• Manage and develop a team of 7+ full-time employees

Qualifications

• Interpersonal Skills:
  • High level of interpersonal skills to handle sensitive situations
  • Ability to exude professionalism, poise, tact, and diplomacy at all times
  • Self-starter, ethical, hardworking, goal-oriented, and a team player
• Project Management:
  • Proven ability to manage multiple projects and tasks in a dynamic, fast-paced environment
• Technical Skills:
  • Working knowledge of MS Office products, including Excel, SharePoint, Word, Teams, and Outlook
• Process Improvement:
  • Strong curiosity to seek out, investigate, create, and implement processes for optimized efficiency
  • Possess strong analytical and critical thinking skills
• Time Management:
  • Ability to meet deadlines in a high-pressure environment
  • Impeccable attention to detail
  • Exceptional time management, prioritization skills, and dependability
• Communication Skills:
  • Strong command of the English language, both oral and written
• Education and/or Experience:
  • Previous collections experience required
  • Prior Loss Mitigation experience preferred
  • Experience managing in a call center environment, preferably in the collections industry
  • Demonstrated understanding of collection terminology, concepts, and strategies

Physical Demands

• Must be able to constantly remain in a stationary position
• Ability to lift 25 lbs.

Work Environment

• Office environment

Benefits

• Competitive base salary plus quarterly bonus plan
• 401(k)
• Disability, health, life, and dental insurance
• Generous PTO accruals