Charge Off Manager

DriveTime•Mesa, AZ

11d•Onsite

About The Position

The Charge Off Manager is responsible for developing and leading a team to achieve department objectives within the Loss Mitigation group. This includes assessing day to day performance, quality of work, providing feedback, and goal setting. The Charge Off Manager provides daily goals and strategy to their team that will maximize long-term success. They monitor and review the work of team members to ensure it is effective and within Company and Legal policy, using tools such as formal account reviews and side-by-side monitoring to create development plans for staff to address any deficiencies. The role administers continuous training and coaching to ensure quality customer service, identifies and recommends methods to improve management and operations of loan/collection administration involving enhanced work processes, increased responsiveness, efficient use of resources and quality service delivery. They provide proactive leadership to the team to achieve maximum performance and continued individual development and succession planning across the department, and create and maintain a culture of positive change management for the Reinstatement team towards the goal of being best in class as a department. The Charge Off Manager provides consistent updates on outstanding items and analyzes performance trends.

Requirements

Excellent verbal and written communication skills.
The ability to talk and write with confidence, charisma and competence for a wide variety of audiences including management.
Love of listening. We need folks that listen with the intent to understand, not just reply.
Plays well with others. You will be working in a high-functioning team environment.
Self-driven yet selfless. We need someone capable of managing their own time and business, yet is capable of making decisions for the betterment of DriveTime, not just themselves.
Fantastic problem solver. Your job is not only to find the problem, but more importantly, find the solution.
Management material. We are looking for someone that can lead, manage and grow within our organization.
High School Diploma or GED required.
2+ years of management experience in a call center or retail environment.
Excellent leadership, communication, interpersonal, and presentation skills.
Strong analytical and decision quality skills.
Highly organized and self-motivated individual.
Strong business acumen and understanding of big picture impact.
Ability to work cooperatively with other employees, customers, clients, and other involved parties.
Must be comfortable working on site and have availability weekdays from 7am-5pm.
This team works out of our Operations Center in East Mesa.

Nice To Haves

Bachelor's Degree preferred.
Knowledge of Fair Debt Collection Practices Act, UDAAP, DNC & Call Windows, etc.

Responsibilities

Provides daily goals and strategy to their team that will maximize long-term success.
Monitors and reviews work of team members to ensure it is effective, and within Company and Legal policy.
Administers continuous training and coaching to ensure quality customer service.
Identifies and recommends methods to improve management and operations of loan/collection administration involving enhanced work processes, increased responsiveness, efficient use of resources and quality service delivery.
Provides proactive leadership to the team to achieve maximum performance and continued individual development and succession planning across the department.
Create and maintain a culture of positive change management for the Reinstatement team towards the goal of being best in class as a department.
Provides consistent updates on outstanding items and analyzes performance trends.