What are the responsibilities and job description for the Manager, Servicing position at Reprise Financial?
About Us
At Reprise Financial, we create the conditions for success. It’s our goal to give our customers a simple and reliable way to get the money they need for life’s unexpected events, emergencies, bill consolidation and much more. We help consumers with a wide range of credit scores, whether they have a perfect credit history, limited credit background, are restarting or have hit a few bumps along the way.
Reprise is a company that places great value on leadership and team contribution. We are looking for a committed individual who is ready for the opportunity to grow and develop as both a leader and a team member. If you can be flexible, work hard, develop others and thrive in high pressure/high reward environment we have the perfect opportunity for you.
The Role
This role is pivotal in ensuring the success of our customers by helping our team keep the customers in good standing and enrolling them in payment plans they can achieve. As the Manager, Servicing you will be responsible for leading a team of Loan Serving Representatives to successfully achieve company and department goals. This includes, but not limited to: assessing day to day performance, quality of work, and goal setting. Our management team is responsible for providing feedback and coaching to develop our Loan Serving Representatives to reach their highest potential in their current role and to help further develop their career with Skopos.
This role is required to work a flexible schedule including some two evening shifts and every other Saturday. Candidates must be willing travel if necessary for business needs.
Essential Duties
At Reprise Financial, we create the conditions for success. It’s our goal to give our customers a simple and reliable way to get the money they need for life’s unexpected events, emergencies, bill consolidation and much more. We help consumers with a wide range of credit scores, whether they have a perfect credit history, limited credit background, are restarting or have hit a few bumps along the way.
Reprise is a company that places great value on leadership and team contribution. We are looking for a committed individual who is ready for the opportunity to grow and develop as both a leader and a team member. If you can be flexible, work hard, develop others and thrive in high pressure/high reward environment we have the perfect opportunity for you.
The Role
This role is pivotal in ensuring the success of our customers by helping our team keep the customers in good standing and enrolling them in payment plans they can achieve. As the Manager, Servicing you will be responsible for leading a team of Loan Serving Representatives to successfully achieve company and department goals. This includes, but not limited to: assessing day to day performance, quality of work, and goal setting. Our management team is responsible for providing feedback and coaching to develop our Loan Serving Representatives to reach their highest potential in their current role and to help further develop their career with Skopos.
This role is required to work a flexible schedule including some two evening shifts and every other Saturday. Candidates must be willing travel if necessary for business needs.
Essential Duties
- Monitors and reviews work of Loan Serving Representatives to ensure it is effective, and within Company and Legal policy. This includes using tools such as formal account reviews and side-by-side monitoring in order to create development plans for their staff to address any deficiencies.
- Provide ongoing coaching & development to teammates.
- Provide daily goals and strategy to maximize long-term success.
- Administer continuous training and coaching to ensure quality customer service.
- Provide proactive leadership to the team to achieve maximum performance that results in a method consistent with Skopos’ vision and values.
- Identifies and recommends methods to improve management and operations of loan/collection administration involving enhanced work processes, increased responsiveness, efficient use of resources and quality service delivery.
- Manage a team of collections professionals (team lead(s) and collectors) to include, but not limited to, hiring, training, and motivating a team to reach/exceed performance goals, reporting, and controlling expenses.
- Manage daily, weekly, and monthly staffing and production KPI’s and SLA’s.
- Monitor issues and trends daily, weekly, monthly and use analyzation reporting to support the team and any business initiatives.
- Responsible for coordination, direction, and closure of escalated customer issues.
- Maintain the department collection goals for delinquent, default and charged off customers by managing reports and corporate collection process.
- Develop, implement, and maintain systems, procedures, and policies for collection staff.
- Monitor scheduling/adherence for the team.
- Ensures accounts are worked according to business strategy and guidelines.
- Perform other duties as assigned.
- Bachelors degree in business administration or related field or equivalent experience
- Minimum of 5 years of working in collections, preferably with consumer loans and/or subprime customers
- At least 3 years of experience working in a supervisory capacity, preferably in collections.
- Excellent written, verbal communication and listening skills.
- Ability to give and receive feedback to drive individual, team and organizational performance.
- Ability to interact and work cooperatively with customers, managers, and co-workers and other involved parties in a professional, courteous manner.
- Demonstrated ability to lead, engage, and inspire teams.
- Demonstrates initiative, critical thinking, and problem solving skills.
- Skilled with PC and Microsoft Operating Systems software.
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