Manager, Written Complaints

Position Summary:The Manager is responsible for exempt personnel who oversees a team of coordinators, coach and/or supporting staff. This role is primarily planning, coordinating and supervising the department’s day-to-day activities at all levels. This position interacts with clients, prioritizes tasks for themselves or others and upholds, interprets and executes policies, in addition to the development and implementation of new practices or processes. In this position, decisions are usually moderately complex and have an impact on the immediate department, client relationship and sometimes organization-wide. Direct reporting staff is usually a combination of non-exempt and exempt employees with indirect reports typically being non-exempt.Essential Functions Ensures the departments adherence with all rules and regulations such as FDCPA and FCRAAssists in creating and reviewing policies and procedures and adherence to said processes Ensures service levels for clients are achieved in accordance to specified time constraints and business objectivesResponsible for the oversight, creation and maintenance of client reporting Works closely with compliance and legal on all complaints that are considered escalated and require managerial reviewProvides positive and negative feedback to direct report based on quality, productivity and attendanceReviews and/or completes performance evaluations and administers corrective action/counseling as necessary Assesses details and trend and conducts formal root-cause analysis to determine improvement opportunities. Communicates findings to appropriate departmental leadershipPerforms other duties as needed to assist the overall company goals and objectivesEducation and Experience:High School Diploma or its equivalent education requiredTwo (2) years of post High School education is required; B.A. preferredFive (5) years of related job experience is required; paralegal experience preferredOne (1) year’ business writing experience required, with three (3) years being preferred Summary of Qualifications: Production: Timely completion of assigned reports documents with a high level of quality is expectedAccountability: Responsible for managing work-load appropriately with timely coordination between departments or locations; Ability to work under strict timelines; provide appropriate follow-up Interpersonal communications: Speaks clearly and is able to convey a clear message; uses appropriate language and tone of voice with employeesAdaptability: Able to change projects to support business objectives, demonstrates a willingness and ability to accept additional responsibilitiesCommitment: Works to achieve department and individual goals; supports all levels of management and unit and team to accomplish company objectivesExemplary professional appearance and attitude, strong work ethic and ability to work in a team environmentInterpersonal Communication; team and staff development; coaching and mentoringProblem solving and logical thinkingTreats coworkers with respectStrives to gain knowledge of the company and business operationsDemonstrates creativity and enthusiasm to enhance process improvementsWork Environment/Physical Demands:  Work is in an office environment, sustained posture in a seated position for prolonged periods of time; works with computer equipment for prolonged periods of timeSome stress may occurTravel is occasionally required primarily between CardWorks sites and for company representation at conferencesThis position typically reports to a department head or executiveGeneral Disclosure:The above statements reflect the general information considered necessary to describe the principal functions of the job and should not be considered as a detailed description of all work requirements that may be inherent to the position. In addition, the incumbent may be called upon to personally handle projects or assignments not usually related to the position’s day-to-day activities. Understand and comply with laws and regulations that are applicable to my job function. Understand and comply with company policies and procedures that are applicable to my job function.

Salary : $52,100 - $65,900