Collections Operations Manager

Stellantis Financial Services•Atlanta, GA

20h•Onsite

About The Position

Manages and coordinates the activities of workers engaged in collecting delinquent payments for auto loan accounts from customers. Responsible for forecasting, scheduling, reporting, auditing, and real time management of collection center operations. Analyzes workforce metrics, trends/patterns, and resource allocation to meet organizational needs. The position will be responsible for the daily management of collection center service levels and auditing. Develops and analyzes scheduled and ad hoc reports. The position will require a considerable degree of operational and strategic coordination with multiple internal and external partners (Directors, Team Managers, Vendors, and other function departments). Maintains awareness of schedule adherence, productivity, performance levels and ensures staff are informed in a timely manner of relevant policies and processes.

Requirements

A minimum of 5 years of experience in Quality Control roles and at least 3 years in a collections call center environment, with a strong emphasis on compliance, performance optimization, and customer resolution.
Minimum 5 years in a leadership role.
Bachelor’s degree
Overtime required on an as needed basis.
Travel 0-10% as required on an as needed basis.
Must have reliable transportation and live within a commutable distance to one of the following cities: Atlanta, GA; Dallas, TX
Authorization to work in the United States.

Nice To Haves

Proficiency in Microsoft Office applications.
Strong problem-solving abilities, attention to detail, and strategic thinking.
Experience in project management and process improvement.

Responsibilities

Manages and trains associates to meet departmental goals while ensuring compliance with company policies, providing constructive feedback, and fostering a cohesive team environment.
Oversees CAD Team and Collections QC’s activities, including all collection activities and systems to optimize collection efforts, and ensures efficient workflow through effective work procedures and scheduling.
Reviews accounts for potential repossession or legal action, assists with challenging collection cases, and addresses escalated customer and operational issues with solutions-oriented strategies.
Analyzes performance data to manage business results and improve associate productivity, making strategic decisions based on analytical insights to prioritize and achieve targets.
Maintains a high level of professionalism, treating all contacts courteously.
Exhibits flexibility to meet changing shift requirements and ensures strict adherence to ethical standards and protection of sensitive consumer information.