Collections Manager

Exela   •  

Norcross, GA

Industry: Professional, Scientific & Technical Services


5 - 7 years

Posted 51 days ago

Position Purpose:

Responsible for managing the production and performance of the collection team while ensuring compliance with Fair Debt Collections Practices Act (FDCPA) guidelines along with performance and productivity standards.

Principle Duties & Accountabilities:

· Manage the operations and the workflow of the collection team(s)

· Formulate and promote best practices in collection policies

· Monitor accounts to identify past due amounts and prioritize collection efforts

· Effectively communicate departmental/team objectives on a regular basis

· Responsible for taking escalated calls from team members

· Develop strategies and goals to increase productivity and repayment

· Motivate and create a positive working environment to achieve performance standards and productivity goals

· Provide proactive leadership for the collections team

· Interview, hire and develop competent collections staff

· Coach team members not meeting quotas or requiring assistance

· Monitor and review work of the collections staff members to ensure it is effective and within the company and legal policies

· Monitor work plans and adjust staffing levels to meet company goals

· Set work schedule to ensure that staffing meets customer volume and that appropriate floor coverage is achieved at all times

· Complete and conduct annual performance evaluations

· Provide recommendations for employee advancement, promotion or termination of employment

· Prepare departmental productivity reports

· Responsible for high levels of safety awareness to achieve safety objectives

· Practice the security and privacy policies, standards and guidelines in order to protect the informational assets of both the company and their customers

· Respond to system problems and questions from associates in a timely manner

· Maintain harmony among workers and resolve grievances timely

Qualifications for Position

· 2 yeardegree or equivalent

· 5 or more years experience performing collection duties

· 2 years supervisory experience

· Knowledge of the Fair Debt Collection Practices Act, Bankruptcy laws and State and Federal collection laws

· Strong customer service skills

· Good verbal and written skills

· Strong PC and Microsoft Office skills

· Ability to work in a fast paced environment, meeting deadlines and due dates

· Demonstrates knowledge of and supports company standards, policies and procedures, operating instructions, confidentiality standards, and code of ethical behavior

Physical Requirements:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

· Repetitive motion is required: may require twisting/bending/climbing

· Required to work at computer for long periods

· Required to stand, walk, simple grasp, reach with hands and arms

· Required to regularly sit, talk or hear

· Required to possess close vision and ability to focus

· Conditions may include office environment, computer room. Occasional exposure to dust, dirt, toner, ink and other environmental factors is possible.

· Repetitive motion is required; may require twisting/bending/climbing

· May lift up to 25 lbs. frequently