Your title: Collections Associate Manager
Your Location: Remote/Anywhere within the USA
You Report To: Manager, Collections
Your Schedule: Monday to Friday, 8am to 4:30pm EST
First Help Financial, voted and certified as a “Great Place to Work” by our workforce for two years in a row, is adding a new partner to our Collections department to accommodate our remarkable growth! As an Associate Manager in Collections, you will oversee one of our various portfolios within the collections department. As an Associate Manager in Collections, you will be responsible for leading and managing the team, ensuring effective debt recovery, and maintaining excellent service to our customers. You will coach the team in their performance and further develop them to help achieve their career goals. Additionally, you will help develop and optimize our policies and procedures and coach your team on any policy or procedural changes. In this role, you will have the opportunity to be directly involved in developing the collections processes and the growth and development of the individuals on your team.
What you will do:
Your duties include, but are not limited to:
- Supervise and lead the team to enforce company policies and procedures.
- Establish and communicate team goals and key performance indicators (KPIs).
- Motivate team members to consistently achieve daily KPI expectations. Monitor and evaluate team performance against these metrics.
- Review and enhance collection strategies and procedures to maximize efficiency and effectiveness.
- Assist team members and Team Leads with escalated calls as needed
- Analyze collections data and prepare regular reports for management. Use insights to drive continuous improvement initiatives.
- Provide coaching, training, and development opportunities to team members to enhance their skills and performance.
- Work closely with other departments, such as Customer Service and Repossession, to streamline processes and improve overall collections practices.
- Foster a culture of compliance driven and exceptional customer service within your team
- Manage administrative tasks such as scheduling, staffing, and payroll.
- Conduct performance reviews and setting goals for team members.
- Identify and implement staffing and scheduling needs to maintain consistent department expectations.
- Travel to our MA and/or AZ office when needed.
What you bring:
- Prior experience as Team Lead at First Help Financial preferred
- Minimum 1 year of previous management experience.
- Bilingual (English and Spanish or Portuguese).
- Must have knowledge of compliance with all regulatory requirements related to debt collection practices.
- Analytical mindset in reviewing data to assist in identifying areas for improvement (for individuals, your team, and the department).
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Last updated on Aug 21, 2024