Overview & ResponsibilitiesWe are seeking a director of collections and customer service for our contact center operations.
This position is located in Charlotte, NC and will also require 30% travel. This is a key leadership role with significant and broad responsibilities that directly affect the organization's profitability. This role will report directly to the SVP of Central Operations and will oversee a call center with substantial opportunity for future growth driven by business expansion and the continued centralization of key account servicing functions. In this role, you will have the responsibility for managing the inbound and outbound collections, call center sales, and customer service activities across 2 locations. You will work closely with risk, operations, digital, compliance, legal, the branch network and other key partners who may be both internal and external to the organization. Job responsibilities are as follows:
- Responsible for reducing delinquency and losses and improving customer experience by delivering products and services based on the customers' needs.
- Responsible for ensuring production standards and goals are achieved while maintaining operations within the forecasted expense budget.
- Recruit and retain a team with best-in-class talent that thrives in a competitive and fast paced environment and that is rewarded for amazing results and experiences and sees opportunity in career growth for those that produce consistently as top producers.
- Ability to understand and enhance technology solutions like dialers, skip tools, text messaging, and chat to increase customer contact.
- Develop and implement process and operational improvement strategies with a strong acumen to make data driven decisions.
Manage the collections and servicing of a mixed consumer loan product through the use of both external agencies and an internal team. - Effectively collaborate with the appropriate business heads to support critical business projects.
- Responsible for employee training, coaching and development of managers, supervisor and call center staff.
- Lead in making recommendations relative to capacity plans and reporting capabilities in order to implement measures to attain portfolio receivable goals (i.e., charge off, roll rates, recovery, expense budget).
- Promote a risk-aware culture that ensures efficient and effective credit and compliance management practices by adhering to required standards and processes.
- Provide insight and feedback to further enhance collection strategies and decisioning logic.
- Ensure operational strategies and processes are fully compliant with applicable governing laws and that internal policies are strictly followed.
Requirements- 8 Years of relevant experience in managing large multiple site call center operations specific to collections, sales and/or customer service. Experience in all three preferred.
- Strong leadership skills and people management
- Strong bias for achieving results in a collaborative environment.
- Proven track record in identifying and implementing opportunities to improve business performance.
- Demonstrated experience providing the vision, development and or implementation of call center strategies for a large site.
- Bachelor's degree in business or related concentration
- Strong communication and presentation skills
- An individual who takes a lead by example approach in working with team members
- Operates at the highest level of integrity and takes a transparent approach to managing.
- Strong financial and analytical skills
- Continuous and effective team leadership skills with proven track record.
- Ability to teach and effectively motivate others and create a positive employee culture.
- Thorough knowledge of state and federal requirements
BenefitsWe offer a competitive compensation and benefits package including:
- Health, Dental, & Vision Insurance
- 15 days of Paid Time Off (PTO) to start + 1 additional personal holiday
- 401k + employer match
- Company provided Life Insurance & Long Term Disability
- Employee Assistance Program - Confidential mental health support
Additional benefits with Republic Finance include:
- Access to LinkedIn Learning's library of 10,000+ professional development courses
- Employee of the Month Program
- Philanthropic support for multiple charities including an annual drive for St. Jude Children's Research Hospital
- Regular drawings for Sports tickets
- Professional offices with a friendly team environment
