Sr. Manager, Collections

Purpose Financial/Advance America•Greenville, SC

1d•Onsite

About The Position

Purpose Financial, Inc. is an innovative consumer financial services company that offers a diverse suite of credit products, promoting financial inclusion and meeting consumers wherever they are. Through its brands, the company is committed to helping customers achieve their version of financial stability in the moment and in the future. Since 1997, Purpose Financial has been a pioneer in the consumer credit and financial services market offering money solutions in over 800 storefronts locations and online lending. Providing services in over 23 states, Purpose Financial employs over 2,500 team members. At Purpose Financial we are always on the lookout for motivated individuals who share in our values of mutual respect to join our team of outstanding professionals. We offer: Competitive Wages Health/Life Benefits Health Savings Account plus Employer Seed 401(k) Savings Plan with Company Match 3 Weeks of Paid Parental Leave 11 Company Paid Holiday's Paid Time Off including Volunteer Time Vacation Carryover Tuition Reimbursement Work-Life Balance Business Casual Environment Rewards & Recognition Program Employee Assistance Program Office in downtown Greenville that offers free parking, onsite gym, free snacks/drinks (for those working onsite or hybrid) To learn more about Purpose Financial visit Purpose Financial Website . Position Summary The Senior Manager of Collections reports to the Vice President of Collections and is responsible for overseeing the collections efforts of Purpose Financial’s centralized Collections department and supports the strategy role out and monitoring of the enterprise business. The Sr. Manager leads and manages the day-to-day operations, directly supervises a staff of supervisors and team lead. They are responsible to ensure training and developmental programs are in place and monitors performance at the team level to ensure we optimize collection effectiveness. They are also responsible for ensuring training and staff development programs are in place which maximizes productivity, target achievement and minimizes attrition. Additionally, this role will monitor collection performance of the retail branches and report findings to the VP of collections as well as limited branch feedback. The Manager, Collections will be responsible for ensuring the dialer campaigns are executed and performing as expected and will work with the Dialer Operator on an ongoing basis. Furthermore, this position will work closely with corporate leaders related to Collections and develop and foster positive relationships with Field and Online leadership.

Requirements

Bachelor’s degree required, or the equivalent combination of education and experience.
5+ years of Collections experience with 3+ years of managing collection teams and call center operations.
Excellent written and verbal communications skills; adaptability and flexibility to changing environment; and comfortable working in a dynamic, high volume, fast-paced environment.
Proficiently operate all business-related computer programs required to complete job functions; ability to interact professionally and exhibit exceptional negotiation skills.
Must possess ability to lead both in authority and influence across the department and the organization as the lead operator for central collections.
Must have strong analytical and critical-thinking abilities to assess, interpret, and act on data.
Possesses knowledge of speaking to audiences of various levels of an organization. Can present information concisely with precision and data-driven decisions or recommendations.
Ability to understand and ensure compliance with policies, procedures, and laws governing our industry/business and products.
Sitting for long periods of time; standing occasionally; walking; bending; squatting; kneeling; pushing/pulling; reaching; twisting, driving and having access during the workday to an insured and reliable transportation; typing; data entry; grasping; transferring items between hands and/or to another person or receptacle; use of office equipment to include computers; ability to travel to, be physically present at, and complete the physical requirements of the position at any assigned location.
Must be eligible to work in the USA and able to pass a background check.
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or disability.

Responsibilities

Manage a team of collections professionals (supervisors and agents) to include, but not limited to, motivating a team to reach/exceed performance goals, reporting, and controlling expenses.
Execute directly and through the supervisor and managers to ensure the department is managing performance and teams and agents are achieving their targets and taking action where they are not.
Mentor and lead a team of Collection agents and leads. This includes regular call reviews followed by feedback and coaching sessions, as well as working directly with the QA department to deliver coaching’s as required.
Through monitoring and tracking of specific KPI provide oversight on branch team collection performance. Direct engagement with operational branch management as well as regular updates to the collection VP on retail performance.
Proactive, solutions-first thinker who is action-oriented and continuously seeks process improvements.
Work with the Quality Assurance (QA) Administrators to calibrate the QA team as well as call quality expectations.
Manages performance, development, training, staffing, scheduling, and other administrative responsibilities as directed.
Works closely with the product, dialer teams and collection VP on establishing champion challenger programs and analyzing and suggesting improvement initiatives.
Deliver continuous product or service quality by suggesting and implementing strategy changes and process improvements.
Ensure that the department is meeting or exceeding defined and budgeted performance targets, goals and, KPIs.
Drives Collections Department procedures for team to execute with excellence.
Identify solutions, successes, and opportunities to evolve the collection team proficiency and effectiveness.
Creates individual strategies to improve the performance of the Collections Team.
Manage the collection’s dialer strategies, list building, real-time management of campaigns, end of day closing and reporting. Build and maintain partnership with dialer operators.
Personally handle, follow up and resolve customer escalations, complaints and questions.
Demonstrates situational awareness with a strong sense of urgency by responding immediately to escalated issues and rapidly changing priorities.
Maintain and ensure Collection employees and Collection daily procedures are compliant with all impactful laws and statutes. (CFPB, FDCPA, State Restrictions, etc.)
Coordinate issue resolution for all levels of escalated issues including those identified by customers, management, the Field, and customers.
Successfully carry out supervisory responsibilities on special projects concerning Collections.
Represent the organization in various meetings with clients and management team, ensuring that department performance is aligned with client, management and corporate goals.
Oversee the administration of daily team meetings to discuss daily, weekly and monthly team/individual collection objectives.
Must be able to multi-task, be organized, set priorities, meet deadlines, and take pride in one’s work.
May need to be available for after-hours calls, meetings, or emergencies as required to successfully meet business needs.
Other duties as assigned.

Benefits

Competitive Wages
Health/Life Benefits
Health Savings Account plus Employer Seed
401(k) Savings Plan with Company Match
3 Weeks of Paid Parental Leave
11 Company Paid Holiday's
Paid Time Off including Volunteer Time
Vacation Carryover
Tuition Reimbursement
Work-Life Balance
Business Casual Environment
Rewards & Recognition Program
Employee Assistance Program
Office in downtown Greenville that offers free parking, onsite gym, free snacks/drinks (for those working onsite or hybrid)