Manager, Collections Strategy and Operations
Analytical Focus
Analyze current processes, strategy, and staffing structures to identify gaps and potential for process improvement
Partner with IT and Data Analysts to drive automation throughout the department to support managers and collectors
Assess channel effectiveness for communicating with customers who are delinquent and recommend strategies and campaigns to increase engagement and contact rates
Document all departmental processes and workflows
Operational Strategy and Execution
Lead efforts related to hiring strategy, agent training, and policies and procedures
Partner with departmental managers to design metrics, reporting, and policies to successfully manage performance
Research new and existing vendors and tools (including AI solutions) to add to into our operational processes to advance technology, create efficiency, and increase customer engagement
People Management and Leadership
Oversee operations related to dialer strategy/campaigns, digital outreach through text, email, chat, and our customer app
Lead efforts to manage a small team of associates to drive results as needed in key areas
Assist in managing a small team of associates to drive results as needed in key areas
Assist in managing a small team of associates to drive results as needed in key areas
Qualifications
Highly analytical and a thinker driven to get results
Bachelor’s degree required
Meticulous and detailed oriented person a must (get into the weeds)
Experience with operational strategy, collections, or process improvement / mapping
Experience with managing people and working with stakeholders inside and outside of the organization at all levels
Ability to lead and execute big projects
Desire to mentor and coach employees
Experience with policies and procedures and mentoring a team is a nice to have
Curious and loves to dig into data to drive results
Benefits
Competitive salary and bonus opportunity
Comprehensive benefits package including medical, dental, vision, life insurance, disability, and 401(k) with Company match
Stable company with more than 30 years of success and growth
Opportunity to make a visible impact and grow your career
Collaborative, team-oriented culture that values leadership, accountability, and development
Location and Work Arrangement
This position is 100% in-office at our headquarters in Pompano Beach, Florida.
Remote or hybrid work is not available.
We will consider out of state candidates but must be willing to relocate or live in the South Florida area currently.
About the Role
We are looking for a go-getter driven person to help drive analytics, strategy, process improvement and execution in our loan operations and servicing department.