Collections Agency Manager

MERCURY FINANCIAL LLC•Atlanta, GA

4d•Onsite

About The Position

The Collections Vendor Manager will be responsible for oversight of strategic 1st Party Collections agencies. You will be responsible for overseeing the daily Collections operation and vendor performance. This critical role will build lasting relationships with our vendors and maximize agent and supplier performance to meet financial planning and performance expectations.

Requirements

5+ years’ experience in the lending/financial industry with direct experience managing collections and/or recovery agencies is a must; preferably in Credit Card product
BA/BS or equivalent work experience
High degree of accountability with attention to detail and a constant desire to improve performance and maximize returns
A bias for change and improvements; demonstrates the ability to challenge the status quo
Analytical, able to understand trends and drivers of performance and efficiency trends and opportunities
Strong organizational skills
Ability to prioritize tasks, make decisions and utilize resources with limited direction
Effective and persuasive communication skills and ability to present information in a clear and concise manner
Ability to work fast, sometimes across different departments and functional roles, with a high degree of accuracy, organization and detail
Keen sense of discretion and professionalism

Responsibilities

Structured engagement with vendor partner(s) to foster the achievement of key collection goals, roll rates, and additional KPIs
Achieve revenue/cost savings results while providing highest quality of service and customer-focused loss mitigation programs
Promote and strengthen a disciplined outsource service model to drive performance, quality and risk
Consult and collaborate with collection agency partners to drive agency and agent performance through detailed KPI monitoring, trend analysis, and performance coaching
Understand and comply with all applicable regulations (e.g, FDCPA, TCPA, UDAAP, state regulations) to be constantly audit ready
Provide actionable insights supported by facts
Maximize returns through the development and management of an agent incentive program that drives maximum return
Use data and performance analytics to assess dialing strategies and recommend enhancements that improve contact and collection rates
Own and oversee daily collector and agency MIS
Own and manage supplier scorecards and agency contracts
Actively participate in discussions around optimizing vendor capacity plans and optimizing operational expenses
Lead onsite assessments, when necessary, to evaluate vendor’s results, capabilities and risk posture
Monitor complaint trends, call quality, and operational risk indicators across agency partner(s)