Manager, Auto Collections

Upgrade • Phoenix, AZ

73d

About The Position

We are seeking a Manager of Collections to help lead and develop the company's collections agents on the Collections team. We are growing our business and continuing to seek individuals to help manage the collections processes, procedures, and strategy. The ideal candidate must be a very hands-on manager and extremely detail-oriented.

Requirements

• Ability to solve problems, make decisions, and deal with complex and sensitive issues
• Ability to manage multiple projects and thrive in a dynamic and fast-paced environment
• High-energy, positive team player that works well with others
• Proven track record as a leader of high performing teams
• Excellent process and project management skills with strong attention to detail
• Excellent verbal and written communication skills; ability to work effectively with a wide range of people
• Excellent knowledge of FDCPA/FCRA rules and standards
• Proficient with G Suite, Excel, Word, and PowerPoint
• 5+ years management experience for a consumer credit card or unsecured loan portfolio
• Minimum 3 years of experience in auto collections/account management operations
• Minimum 3 years in a supervisory capacity, preferably in a lending/banking or financial services environment
• BA/BS or higher in related field required

Responsibilities

• Manage, develop and coach teams of supervisors and agents on the Collections team
• Deliver a best-in-class customer experience
• Deliver on departmental goals for 30+ delinquency and losses
• Focus on department engagement and development
• Analyze activity to continually improve process and performance
• Partner closely with internal teams to create open communication, monitor and provide loan performance feedback to credit department leadership
• Continuously assessing and evaluating dialer systems, technologies, and procedural requirements for the account servicing areas
• Makes recommendations to improve/increase operational efficiency, workflow, processes and procedures, and implements the same
• Provide regular performance reporting to senior management
• Maintain department policy and procedures and establish new policy & procedures as business needs warrant
• Maintain up-to-date expertise and knowledge of servicing laws, rules, regulations, and developments
• Provides supportive role to resolve compliance issues; recommends changes to processes to meet requirements.
• Understand and master our process workflows and systems, and provide feedback on roadblocks or improvement to ensure team productivity and efficiency meet or exceed our customers' needs
• Measure and maximize staff productivity through metrics and effective workforce management
• Develop and maintain updated knowledge of collections techniques and procedures
• Develop and maintain policies and document procedures
• Ensure that all KPI's for the department are met
• Examine workload volumes and prioritize work efforts to meet team goals
• Excellent knowledge of FDCPA/FCRA rules and standards

Benefits

• Competitive salary and stock option plan
• 100% paid coverage of medical, dental and vision insurance
• Flexible PTO
• Opportunities for professional growth and development
• Paid parental leave
• Health & wellness initiatives

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Industry: Credit Intermediation and Related Activities
• Education Level: Bachelor's degree
• Number of Employees: 1,001-5,000 employees