Manager of Operations

Coast Professional•East Aurora, NY

3d•$60,406•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

Associate 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.
3 years minimum collections experience required.
Supervisory experience 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.
As a federal contractor, this position requires U.S. citizenship and security clearance granting access to classified information.
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.

Nice To Haves

Supervisory experience preferred.

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.
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 workflow 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.
Security Information and Physical Security is the responsibility of every employee.
In your position you are required to safeguard the computer systems by following proper username and password management which includes selecting challenging passwords and committing them to memory, they should not be written down or stored where others can freely have access.
This also includes securing your desk and workstation when you are not there.
This includes locking your session and putting sensitive paperwork away when not physically at your desk.
You are not to share your username or password with anyone.
The physical security of our offices of are equal importance, never shadow or let someone shadow your entry into a Coast Professional, Inc. facility.
If this occurs quickly report this action immediately.
You are required to follow all Information Technology policies and procedures regarding the management of your system accounts and equipment.
If you witness any security violation you should immediately report it to management.