Collections Manager

Position: Collections Manager Direct Report: President

Mintex, Inc. has an exciting opportunity for a Collections Manager. This manager has demonstrated a history of success in the collection industry and can manage both skilled agents and inexperienced trainees. The ability to analyze and interpret data, performance metrics, and client scorecards is requisite. This candidate must pride themselves in working through (and developing) staff, yet still be accustomed to “getting their hands dirty”. The ability to develop client-specific treatment processes (manual work prioritization, dialer campaigns, front-end waterfalls, etc.) is a must. Is responsible for driving growth, managing project profitability, enhancing employee productivity, improving customer relationships while achieving and exceeding service level targets and key performance metrics (KPI’s). Provide leadership, communication, team- building and analytical problem-solving skills needed to continuously exceed organizational objectives. The ideal candidate for this position will have experience managing a call center environment.

Functions and responsibilities include, but are not limited to:

· Oversight and management of day-to-day collection call center operations.

· Initial staff responsibility of 30-50 full-time employees (working on-site, not remotely).

· Management and execution of projects and company objectives with minimal oversight.

· Conducting evaluations of collection calls and providing feedback concerning compliance and agent effectiveness.

· Analyze and interpret KPIs and performance data; develop and execute strategies to correct deficiencies.

· Monitor agent activity to ensure both client and internal work standards are met.

· Calculate and maintain appropriate staffing levels to maximize performance and/or profitability. Through project reassignment, recruiting, or terminating employment.

· Provide ongoing mentoring, support, and training of all subordinates within the department, or inter office personnel.

· Ensure exceptional compliance ratings are maintained at all times.

· Direct interaction with clients regarding objectives, performance reviews, audits, and strategy.

· Knowledge and management of optimization of automated dialer platform and campaign setup.

· Provide regular updates to senior management regarding key action items, overall performance, and potential business risks.

· Achieving company objectives by partnering directly with departments such as Compliance, Human Resources, Operations, Business Development, Sales, Recruiting, and Information Technology.

· Manage all aspects of employee lifecycle including interview, hiring, retention, performance reviews, adherence to policies, incident reports, disciplinary write-up and up to termination.

· Ensure collection operations meets company and client SLAs.

· Daily analysis of inventory strategy and adjustment to strategies to ensure maximized penetration of inventory.

· Review of new business placements for analysis and reporting to Executives

· Create, maintain, and further develop Collection Operational SOPs consistent with company standards.

· Daily, weekly, and monthly call metrics KPI reviews for reporting and adjustments to meet established KPI goals.

· Generate or customize reports relevant to department or business operations and meet deliverable deadlines, some of which may include but not limited to, forecasting, stair-step, budget planning, ROI, etc.

· Ensure collection operations operate daily within defined Compliance and Mintex Best Business Practice Standards.

· Coordinate and work collectively with Human Resources on staffing needs / Workforce Management

· Manage multiple projects / tasks simultaneously.

· Able to accept accountability for own actions and oversight of responsibilities.

· Approves employees’ time-off requests, verify their time-card records and update with corrections or notes as needed.

· Coordinate and create scheduling of agents and managers.

· Role must utilize critical thinking skills on a daily- basis considering how operations impacts business profit and loss.

Minimum Experience and Requirements

Knowledge: Must have comprehensive knowledge and experience in collections, skip-tracing, compliance, client service, staff development and training, and administrative functions; familiarity with company policies, procedures, client standards and requirements, FDCPA, Reg F, HIPAA, CRM Ace by Interprose. Comprehensive grasp of all collection laws, both federal and state.

Experience: At least 2-3 years’ experience in working as a team Supervisor or Manager in 3rd party Collections. Must have a proven operations track record in the collection industry of driving results through teams, including teams managed by direct reports; must have a history of complex project and process management and continuous improvement practices. Experience in collection strategies and techniques.

Skills/Aptitudes: Exceptionally organized and detail oriented with the demonstrated ability to work in a fast-paced environment, multifaceted and works well under pressure. Proven negotiation, analytical, and critical thinking skills. Must have good project management, sales, and strategic planning abilities; in-depth knowledge about Company offerings; and be comfortable training end users in one-on-one and group settings. Strong problem-solving and follow-through skills and be able to work independently, lead teams and interact with various levels of management. Intermediate computer skills, proficient with word processing and ability to work with spreadsheets at an intermediate level (including pivot tables, formulas, and v-lookup), and with various software programs simultaneously.

Interpersonal Skills: Ability to drive cross-functional projects, prioritize conflicting demands, take initiative, work proactively and be resourceful. Ability to work both independently and collaboratively with a diverse set of personalities and a strong client focus; and self-starter with a desire to grow/learn. Proven ability to lead, teach, and persuade others while interacting effectively in difficult situations; must be able to effectively interact with and influence Executive management. Strong verbal and written communication skills across multiple levels. Ability to maintain professionalism and morale in conflicted situations.

Education: Bachelor’s degree in Business related field of study. Working knowledge of FDCPA and recent FDCPA certification (preferably within the last 6 months), along with other industry regulation laws such as: TCPA, HIPAA, Reg E, Red Flags Rule, recent CFPB Reg F, etc.

Compensation, Perks, & Benefits:

• Position Title: Collections Manager
• Industry: Debt Collection
• Job Function: Debt collection management
• Job Type: Full-Time, Exempt Status
• Competitive Compensation with Monthly Bonus Potential
• Medical/Dental/Vision/Life

Job Type: Full-time

Benefits:

• 401(k)
• Dental insurance
• Employee assistance program
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Schedule:

• Monday to Friday
• Weekend availability

Supplemental Pay:

• Bonus pay

COVID-19 considerations:
All employees must be fully vaccinated with at least the minimum 1 or 2 dose, depending on vaccine. The booster will be required at 6 months. Proof of vaccination is required.

Ability to commute/relocate:

• Chicago, IL 60612: Reliably commute or planning to relocate before starting work (Required)

Experience:

• Customer service: 5 years (Preferred)
• Collection/Call Center Management: 2 years (Required)
• Excel: 3 years (Required)

Work Location: One location