Collection Manager

Job Title: Collections Manager

Department: Collections

Reports to: Director of Collections

Status: Salary plus bonus.

Location: Open with remote possibilities

Job Summary:

The Collections Manager is responsible for the management of the collections staff and client specific requirements. The Collections Manager will monitor the way in which Collectors handle phone calls to ensure they are in compliance with firm, client, state and federal laws. The Collections Manager is responsible for making sure that their team complies with company policies and procedures. The Collections Manager should be well versed on the state and federal collections laws that are in place, including the Fair Debt Collection Practices Act (FDCPA). They should be able to establish quality control standards, maintain, and enforce them over time. Handling, compilation, sorting, verifying accuracy of data and reporting is a vital part of the position.

Essential Duties:

• Manage production, compliance, client requirements and collections metrics for a team of 40 plus collection associates.
• Assist collections staff with the arrangement for debt repayment or establish repayment schedules, based on customers' financial situations.
• Work with the Director of Collections to ensure firm, department and client requirements and goals are understood and then acted upon.
• Work with Department Supervisors and Team Leaders to ensure all duties are completed timely and accurately.
• Manage canned and run ad hoc reporting to assist in the management of the collections staff.
• Communicate with upper management and associates as part of daily requirements.
• Read source documents such as canceled checks, reports, or bills, and enter data in specific data fields.
• Store completed documents in appropriate locations, database.
• Locate and correct data entry errors. Escalate any errors to the appropriate parties.
• Entering, recording, storing, and maintaining information in written or electronic form.
• Train and coach new and current team members on compliance and collections processes
• Manage team schedules and work assignments.
• Assist with other department operations as assigned.
• Work with department managers to develop goals and incentives.
• Understand and train on the risk elements of collections work and the importance of accuracy.
• Keep up to date on principles and processes for providing customer and personal services. This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction.

Education and Experience:

• A minimum of 5 years’ experience in a supervisor/manager position in collections, legal, banking or business field is required.
• Bachelor’s degree preferred.

Knowledge, Skills and Abilities:

• Knowledge of business and management principles involved in strategic planning, leadership technique and production methods.
• Must be able to effectively prioritize tasks.
• Must have excellent verbal and written communication skills.
• Must have strong problem solving and decision making skills.
• Must have advanced skills in key Microsoft Office programs
• Detail oriented
• Excellent time management and multi-tasking skills
• Ability to use computers and computer systems (including hardware and software) set up functions; enter data, or process information.
• Must have good critical thinking skills and exercise sound judgment.
• Highly organized
• Self-Starter
• Flexible