Manager of Operations

Coast Professional•Perry, NY

8d•$65,000 - $70,000•Onsite

About The Position

The Manager of Operations works with and directs employees with regard to collections. The Manager of Operations is responsible for all High-Risk transactions as defined by the Department. The Manager of Operations is responsible for their actions and the actions of all team members reporting to them. The Manager of Operations is responsible for managing assigned consumer care employees performance to ensure a balance of optimum productivity and collection goals and budgets are met; coach, develop, and counsel subordinates to achieve quality performance, providing ongoing training when necessary; manage the activities involved in quality resolution of performance and profitability issues relating to assigned consumer care employees, and escalate to management any situation outside the employee's control that could adversely impact the service provided; prepare and update reports in a timely and accurate manner ensuring deadlines are met.

Requirements

Associates degree from an accredited college with major course work in business administration or related field preferred. Equivalent work experience in a similar position may be substituted for educational requirements. High School Diploma or GED required
Experience in collections or related profession required.
Supervisory experience preferred.
Experience with student loan contracts preferred.
Knowledge of collection practices
Knowledge of collection software/databases
Principles and practices of customer service
Report preparations and techniques
Proper telephone etiquette
Modern office procedures, methods, and computer equipment
Demonstrates knowledge of FDCPA regulations
Provide leadership to and coordinate the activities of assigned staff
Good verbal and written communication skills
Handle multiple concurrent tasks
Maintain appropriate records and compile information for reports
Deal tactfully and courteously with clients or customers
Good organizational skills and attention to detail
Establish and maintain cooperative working relationships
Principles of supervision, training, and performance evaluation
Work independently in the absence of immediate supervision
Analyze problems, identify alternative solutions
Certificate and passing grade of FDCPA
Various state licenses as needed
Successfully pass pre-employment (post offer) background check
This position requires that you not be delinquent on or in default status on any student loans.
This position requires you are eligible to be licensed as a collector in certain states. Coast will submit and maintain all required individual collector licensing on your behalf.

Responsibilities

Proactively manage the activities of assigned consumer care employees by ensuring the following functions are efficiently performed in a quality-oriented environment reflecting company values.
Manage assigned consumer care employees performance to ensure a balance of optimum productivity, collection and budget goals are met at all times.
Continually assess goals and recommend actions to be taken if goals are not being met; participate in the assessment of procedural changes, implement any changes, track and report results in order to enhance collection efforts.
Coordinate activities with other departments and management staff to achieve optimum production and utilization of consumer care employees while adhering to department goals, standards, and objectives.
Guarantee the availability of consumer care employees to answer procedural questions and/or escalate calls to management in situations out of employee’s control.
Ensure employees receive continuous development training after initial training has been completed in order to improve their ability to perform job duties.
Supervise the development of employee appreciation and recognition programs and/or activities for assigned consumer care team.
Continually keep up-to-date on system changes or system documentation methods, and ensure consumer care employees are trained accordingly.
Make certain all applicable federal, state and local laws and regulations are followed by assigned consumer care employees at all times.
Proactively oversee the activities involved in quality resolution of performance and profitability issues relating to assigned consumer care staff and clients.
Escalate to management any situation outside the employee's control that could adversely impact the service provided.
Identify any obstacles to providing the highest quality customer service and communicate constructive feedback to management.
Regularly review feedback concerning overall performance levels to determine recurring problems and recommend improvements aimed at reducing future occurrences.
Conduct regular status meetings with each direct report; discuss activities, projects, and planning issues.
Evaluate current level of effectiveness, initiative, and responsiveness.
Provide continuous coaching and training.
Coach, develop, counsel, and mentor subordinates to achieve quality performance.
Set priorities to assist assigned staff with establishing and attaining career development goals.
Provide ongoing training, when necessary, maintaining industry, department and company standards.
Thoroughly prepare for and professionally conduct timely performance appraisals of direct reports.
Maintain a current performance file for each direct report.
May review monthly appraisal status reports ensuring staff is held accountable for timely and quality appraisals.
Ensure that employee training is effectively conducted for all positions throughout assigned area of responsibility utilizing appropriate combinations of formal, informal, one-on-one, and on-the-job training.
Know and support goals and complaint investigation procedures and ensure that management is made aware of problems or issues.
Ensure that all subordinate staff are properly trained and ensure Coast Professional, Inc.’s policies and procedures are followed.
Track Attendance & Punctuality.
Manage day-to-day collection activities ensuring adherence to departmental policies and procedures.
Depending on area of responsibility, Managers of Operations may be accountable for any of the following areas: assign employees responsibility for investigating and verifying financial status of prospective customers and preparing documents to substantiate findings.
Assign responsibility for investigation of fraud cases and possible legal action and collection for delinquent accounts.
Establish and update customers' credit activities.
Review collection reports to ascertain status of collections and outstanding balances and to evaluate effectiveness of current collection policies and procedures.
Audit delinquent accounts considered to be uncollectible to ensure maximum efforts have been exhausted before assigning bad debt status to account.
Coordinate with others, including staff in company branches and credit card companies, to exchange information and update controls.
Submit delinquent accounts to attorney or outside agency for collection.
Compile and analyze statistical data on fraudulent use of credit cards to develop procedures designed to prevent future abuses.
Assist management in the formulation of policies.
Prepare and update reports in a timely and accurate manner.
Conduct research and compile data for report preparation, resolving any discrepancies with data.
May prepare customized reports on a variety of collection and accountability issues.
Establish a good working relationship with team members and department contacts in order to maintain and continuously strive to improve the level of overall service being provided.
Assist with performing quality review of services being provided and department interactions by escalating work flow and communication issues to superiors to help identify trends indicating the need to revise existing methods and procedures.
Respond to inquiries about reports, procedures, and other processes to ensure continuity.