5-7 years of management experience in operations or collections
Strong knowledge of FDCPA, TCPA, Reg F, and applicable state laws
Proven leadership and team-building capabilities
Exceptional communication and interpersonal skills
Strong analytical and problem-solving abilities
Ability to manage multiple projects simultaneously
Associate degree or higher in a relevant field with appropriate experience
Responsibilities
Monitor and optimize department and individual quotas
Maintain effective client communications regarding performance and strategy
Provide regular reports on collections outcomes to senior leadership
Lead daily operations of the collections team
Ensure compliance with departmental and client standards
Identify training needs and deliver relevant staff training
Oversee workflow priorities and compliance processes
Benefits
401(k) with matching contributions
Comprehensive health, dental, and vision insurance
Paid time off and health savings account
Tuition reimbursement options
Disability and life insurance
Full Job Description
Director of Operations
This 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
