Vice President of Operations

Coast Professional, Inc.•Windsor Charter Township, MI

13h•Hybrid

About The Position

The Vice President 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. This role involves coaching, developing, and counseling subordinates to achieve quality performance, providing ongoing training when necessary. The position also manages the activities involved in the quality resolution of performance and profitability issues relating to assigned consumer care employees, and escalates to management any situation outside the employee's control that could adversely impact the service provided. Additionally, the role requires preparing and updating 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 required.
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.
Knowledge of collection practices
Knowledge of collection software/databases
Demonstrates knowledge of FDCPA regulations
Knowledge of TCPA and FCRA
Principles and practices of customer service
Report preparations and techniques
Proper telephone etiquette
Modern office procedures, methods, and computer equipment
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
Successfully pass pre-employment (post offer) background check

Nice To Haves

Supervisory experience preferred.
Experience with Student Loan and/or other government collection contracts preferred.

Responsibilities

Oversee assigned contract in its entirety, including all obligations related to Operations.
Identify and maintain adequate staffing levels through Human Resource initiatives and employee retention.
Prepare Operation reports, weekly, monthly and yearly.
Oversee internal collections and client services.
Conduct time measurement and review of internal staff including yearly performance reviews.
Perform collection analysis reporting and participation in managing a collection floor.
Create and evaluate the company's everyday business systems with focus on process improvement, increased efficiency, oversight and control.
Responsible for recruiting, interviewing and evaluation potential new employees.
Enforce Company Personnel Policies.
Oversee and help lead the coordination of file strategies for each client and product needs.
Responsible for company's business correspondence on behalf of the company.
Review for accuracy commission reports.
Continually update the company policy and procedures.
Maintain accurate employee records.
Coordinate and Manage future Business Development.
Research and report on the trends of the Collection Industry.
Perform other tasks/projects as assigned.
Maintain overall contract success.
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 on Coast Professional, Inc.’s policies and procedures.
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.