Position Summary:
Manages and coordinates the activities of workers engaged in collecting delinquent payments for auto loan accounts from customers by performing the following duties. Responsible for forecasting, scheduling, reporting, auditing, and real time management of collection center operations. Analyze workforce metrics, trends/patterns, and resource allocation to meet organizational needs. ?The position will be responsible for the daily management of collection center service levels and auditing. Develop and analyze scheduled and ad hoc reports.?The position will require a considerable degree of operational and strategic coordination with multiple internal and external partners (Directors, Team Managers, Vendors, and other function departments).? Maintains awareness of schedule adherence, productivity, performance levels and ensures staff are informed in a timely manner of relevant policies and processes
Essential Duties and Responsibilities:
- Manages and trains associates to meet departmental goals while ensuring compliance with company policies, providing constructive feedback, and fostering a cohesive team environment.
- Oversee CAD Team and Collections QC's activities, including all collection activities and systems to ensure optimize collection efforts, and ensures efficient workflow through effective work procedures and scheduling.
- Reviews accounts for potential repossession or legal action, assists with challenging collection cases, and addresses escalated customer and operational issues with solutions-oriented strategies.
- Analyzes performance data to manage business results and improve associate productivity, making strategic decisions based on analytical insights to prioritize and achieve targets.
- Maintains a high level of professionalism, treating all contacts courteously, and excels in verbal, written, and presentation skills, with proficiency in Microsoft Office applications.
- Demonstrates strong problem-solving abilities, attention to detail, and strategic thinking, with experience in project management and process improvement.
- Exhibits flexibility to meet changing shift requirements and ensures strict adherence to ethical standards and protection of sensitive consumer information.
Qualifications and Competencies Required To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.
Required Experience:
- A minimum of 5 years of experience in Quality Control roles and at least 3 years in a collections call center environment, with a strong emphasis on compliance, performance optimization, and customer resolution.
- Minimum 5 years in a leadership role.
Education:
Additional Requirements:
- Overtime required - required on an as needed basis.
- Travel 0-10% - as required on an as needed basis.
- Must have reliable transportation and live within a commutable distance to one of the following cities: Atlanta, GA; Dallas, TX
Physical Demands 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.
While performing the duties of this Job, the employee is regularly required to sit; use hands to finger, handle, or feel; reach with hands and arms and talk or hear. The employee is occasionally required to stand; walk and stoop, kneel, crouch, or crawl. The employee must occasionally lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision.
Work Environment The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually moderate.
Work Schedule This position requires the ability to work various shifts to accommodate business needs. Typically, between the hours of 8AM-6PM Monday through Friday and on weekends as needed. Travel is required 10% of the time.
