Manager of Operations

Coast Professional, Inc.•Windsor Charter Township, MI

17h•Hybrid

About The Position

The Manager of Operations directs and supports assigned consumer care employees in collections, oversees high-risk transactions as defined by the department, and is accountable for their own actions and those of their reporting team. The role manages employee performance to balance productivity, collection targets, and budgets; coaches and develops staff; resolves performance and profitability issues; escalates matters beyond employees’ control; and prepares accurate, timely reports. This position oversees day-to-day collection operations, staff development, quality resolution, status meetings, reporting, and coordination with other departments and clients. It requires compliance with applicable laws, department and company policies, and security procedures. The role is hybrid in Dimondale, Michigan, with a Monday-to-Friday schedule; frequent evening and weekend work and overnight travel may be required. Physical presence in the workplace is essential. The position requires a high school diploma or GED. An associate degree in business administration or a related field is preferred, though equivalent experience may substitute. Collections or related-profession experience is required; supervisory experience and student loan contract experience are preferred. The role requires eligibility for collector licensing in certain states. As a federal contractor position, it requires U.S. citizenship and a security clearance granting access to classified information, with a background and suitability investigation. Rare exceptions for non-U.S. citizens with highly specialized skills and experience may be considered for the clearance process.

Requirements

High school diploma or GED.
Experience in collections or a related profession.
Knowledge of collection practices and collection software or databases.
Knowledge of FDCPA regulations and a certificate with a passing grade of FDCPA.
Good verbal and written communication skills.
Ability to provide leadership and coordinate assigned staff.
Ability to handle multiple concurrent tasks, maintain records, and compile report information.
Customer service skills, tact, and courtesy when dealing with clients or customers.
Organizational skills and attention to detail.
Ability to establish and maintain cooperative working relationships.
Knowledge of supervision, training, and performance evaluation principles.
Ability to work independently without immediate supervision, analyze problems, and identify alternative solutions.
Eligibility for collector licensing in certain states.
Successful completion of a post-offer pre-employment background check.
For the federal-contractor clearance requirement, U.S. citizenship and security clearance granting access to classified information; the posting notes rare consideration of non-U.S. citizens with highly specialized skills and experience.
Ability to meet the stated physical demands, including occasional lifting or moving of up to 10 pounds.
Availability for frequent weekend and evening work and possible overnight travel.

Nice To Haves

Associate degree from an accredited college, with major coursework in business administration or a related field; equivalent work experience may substitute.
Supervisory experience.
Experience with student loan contracts.
Various state licenses as needed.

Responsibilities

Direct and manage assigned consumer care employees’ collection performance, productivity, and budget outcomes.
Assess collection goals, recommend and implement procedural changes, and track and report results.
Coordinate with other departments and management to support production and use of staff while meeting department standards and objectives.
Ensure employees can obtain procedural guidance and escalate calls when necessary.
Provide continuous employee development and training, including training on system changes and documentation methods.
Oversee employee appreciation and recognition activities for the assigned team.
Ensure assigned employees comply with applicable federal, state, and local laws and regulations.
Oversee resolution of performance and profitability issues relating to staff and clients; escalate issues outside employees’ control and communicate service obstacles to management.
Review performance feedback, identify recurring problems, and recommend improvements.
Conduct regular status meetings with direct reports and evaluate their effectiveness, initiative, and responsiveness.
Coach, develop, counsel, and mentor subordinates; support career development goals and conduct timely performance appraisals.
Maintain performance files and monitor appraisal status and staff accountability.
Ensure effective training across assigned positions and compliance with company policies and procedures; track attendance and punctuality.
Manage daily collection activities in accordance with departmental policies and procedures.
Depending on area of responsibility, assign investigations of prospective customers’ financial status, fraud cases, delinquent accounts, and potential legal action; oversee related documentation and credit activity.
Review collection reports and outstanding balances, evaluate collection policies, and audit accounts considered uncollectible before bad-debt designation.
Coordinate information exchange and controls with company branches, credit card companies, and other parties; submit delinquent accounts to attorneys or outside collection agencies.
Compile and analyze data on fraudulent credit-card use and assist management with policy formulation.
Prepare, research, update, and verify reports, including customized reports on collection and accountability issues.
Maintain working relationships with team members and department contacts, review service quality, escalate workflow or communication issues, and respond to inquiries about reports and procedures.
Safeguard information, computer systems, accounts, equipment, and physical office security, and promptly report security violations.