Experienced Manager of Operations

This is an in-office opportunity located at 20 Parker Lane, Perry, NY 14530.

About the Role

The Manager of Operations works with and directs employees with regard to collections. The Manager of Operations is responsible for all High-Risk transactions as defined by the Department, their own actions, and the actions of all team members reporting to them. This role ensures a balance of optimum productivity and collection goals while managing assigned consumer care employees' performance.

Responsibilities

• Leadership:
  • Proactively manage the activities of assigned consumer care employees in a quality-oriented environment reflecting company values.
  • Ensure employees receive continuous development training after initial training to improve job performance.
  • Supervise the development of employee appreciation and recognition programs for the assigned team.
  • Stay up-to-date on system changes and ensure employees are trained accordingly.
  • Ensure compliance with all applicable federal, state, and local laws and regulations.
• Collection Functions:
  • Manage assigned consumer care employees' performance to meet productivity, collection, and budget goals.
  • Assess goals and recommend actions if goals are not being met; participate in procedural changes and track results.
  • Coordinate activities with other departments to achieve optimum production while adhering to goals and standards.
  • Guarantee availability of consumer care employees to answer procedural questions or escalate calls.
• Problem Resolution:
  • Oversee quality resolution of performance and profitability issues for assigned staff and clients.
  • Escalate situations outside an employee's control that could adversely impact service.
  • Identify obstacles to high-quality customer service and communicate feedback to management.
  • Review performance feedback to determine recurring problems and recommend improvements.
• Status Meetings:
  • Conduct regular status meetings with direct reports to discuss activities, projects, and planning issues.
  • Evaluate effectiveness, initiative, and responsiveness; provide continuous coaching and training.
• Employee Development:
  • Coach, develop, counsel, and mentor subordinates to achieve quality performance.
  • Set priorities to assist staff with career development goals.
  • Provide ongoing training to maintain industry, department, and company standards.
  • Conduct timely performance appraisals and maintain current performance files.
  • Ensure staff accountability for timely and quality appraisals.
  • Support goals and complaint investigation procedures; escalate issues to management.
  • Ensure subordinate staff are properly trained and follow company policies and procedures.
  • Track attendance and punctuality.
• Collection Activities:
  • Manage day-to-day collection activities ensuring adherence to departmental policies and procedures.
  • Assign employees responsibility for investigating and verifying financial status of prospective customers.
  • Assign responsibility for fraud case investigations, legal action, and collection for delinquent accounts.
  • Establish and update customers' credit activities.
  • Review collection reports to evaluate the status of collections and effectiveness of policies.
  • Audit delinquent accounts to ensure maximum collection efforts before assigning bad debt status.
  • Coordinate with branches and credit card companies to exchange information and update controls.
  • Submit delinquent accounts to attorneys or outside agencies for collection.
  • Compile and analyze statistical data on fraudulent credit card use to prevent future abuses.
  • Assist management in policy formulation.
• Report Generation:
  • Prepare and update reports in a timely and accurate manner, resolving data discrepancies.
  • Conduct research and compile data for report preparation.
  • Prepare customized reports on collection and accountability issues.
• Team Interfaces:
  • Establish good working relationships with team members and department contacts to improve service levels.
  • Assist with quality reviews of services and department interactions; escalate workflow issues.
  • Respond to inquiries about reports, procedures, and processes to ensure continuity.
• Security:
  • Safeguard computer systems by following proper username and password management.
  • Secure your desk and workstation when not present, including locking sessions and storing sensitive paperwork.
  • Do not share your username or password with anyone.
  • Report any security violations, including unauthorized access to facilities, immediately to management.
  • Follow all Information Technology policies and procedures regarding system accounts and equipment.

Requirements

• 5 years of management experience in student loan collections required.
• Associate’s degree from an accredited college in business administration or related field preferred; equivalent work experience may be substituted.
• High School Diploma or GED required.
• Knowledge of collection practices, software/databases, and FDCPA regulations.
• Principles and practices of customer service, report preparation, and proper telephone etiquette.
• Familiarity with modern office procedures, methods, and computer equipment.

Skills and Abilities

• Provide leadership and coordinate activities of assigned staff.
• Strong verbal and written communication skills.
• Ability to handle multiple concurrent tasks.
• Maintain appropriate records and compile information for reports.
• Deal tactfully and courteously with clients or customers.
• Strong organizational skills and attention to detail.
• Establish and maintain cooperative working relationships.
• Apply principles of supervision, training, and performance evaluation.
• Work independently in the absence of immediate supervision.
• Analyze problems and identify alternative solutions.
• Certificate and passing grade of FDCPA.
• Various state licenses as needed; Coast will submit and maintain all required individual collector licensing on your behalf.
• Successfully pass pre-employment (post-offer) background check.

Clearance

This position requires that you not be delinquent on or in default status on any student loans.

Working Conditions

• Work may require frequent weekend and evening hours.
• Travel requirements may include overnight travel.
• Physical presence in the workplace is essential.
• Regularly required to talk or hear; noise level is usually moderate.
• Specific vision abilities include close, distance, color, peripheral vision, and ability to adjust focus.
• Frequently required to use hands or fingers to handle or feel objects, tools, or controls.
• Occasionally required to stand, walk, sit, reach with hands and arms.
• Must occasionally lift and/or move up to 10 pounds.

Pay

$70,000-$80,000 annually plus monthly bonus potential.

Schedule

Monday to Friday.

Benefits

• 11 Paid Holidays
• 401(k) with matching
• AD&D insurance
• Dental insurance
• Disability insurance
• Employee assistance program
• Health insurance (company-paid single coverage Bronze or Silver plan)
• Life insurance
• Paid sick time
• Paid time off
• Paid training
• Referral program
• Vision insurance