Director of OperationsThis candidate must have strong leadership skills, a proven ability to drive efforts that maximize revenue and improve customer service along with an in-depth working knowledge of collection practices, strategies, and techniques.
Specific Duties:- Monitor department, unit, and individual quotas
- Responsible for client communication as it relates to performance and strategy
- Provide routine reporting and feedback of collections results to senior leaders
- Assume responsibility for daily activities of collection staff
- Assure department and client work standards are followed
- Assure entire collection staff are compliant with client policies and procedures
- Assure management and collection staff are well trained
- Identify areas of needed training and provide training
- Follow-up on training monitoring for quality performance
- Maintain optimum workflow throughout the division
- Monitor work queues to confirm they are worked in priority and are kept up-to-date
- Establish and monitor procedures for paperwork
- Assure unit managers and collectors have necessary information
- Manage transferring of accounts sent to management
- Assure accounts transfer to proper collection queues
- Maintain follow-up on high balance or problem accounts
- Provide collection assistance by occasionally talking with consumers
- Help develop and implement department policies and procedures
- Assure staff is compliance to corporate and departmental policies
- Verify optimum departmental performance
- Provide needed counseling and/or discipline to employees
- Ensure the best interests of the company are maintained
- Inform VP of Operations of policy or procedural infractions
- Consistently maintain a professional demeanor and image with clients and staff
- Fulfill other duties as assigned
Requirements:- Professional, courteous treatment of clients, co-workers, and consumers
- Strong sense of teamwork and cooperation with management and co-workers
- Demonstrated ability to interact professionally with management, subordinates, and clients to promote a positive company image
- Demonstrated knowledge of FDCPA, TCPA, Reg F, and state laws
- Proven management skills
- Thorough working knowledge of collection practices, strategies, and techniques
- Compliance with corporate and departmental policies and procedures
- Strong verbal and written communications skills
- Above-average analytical and problem-solving skills
- Ability to proficiently handle various projects at the same time
Education- Associate degree or higher with relevant experience
Benefits- 401(k)
- 401(k) matching
- Dental insurance
- Disability insurance
- Health insurance
- Health savings account
- Life insurance
- Paid time off
- Tuition reimbursement
- Vision insurance
