THIS ROLE IS 100% ON-SITE AT OUR AMHERST NY LOCATION

POSITION SUMMARY:  

Responsible to provide leadership and training to accomplish the client and company goals while adhering to FDCPA, client standards and Company policies and procedures.   All ACI associates pride themselves on conducting business with respect, integrity and an unwavering commitment to compliance and operational excellence. We place immeasurable value on our client partnerships and the manner in which we represent and protect their brands.   

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Conduct frequent telephone monitoring, account audits, file review, and dialer coaching sessions to ensure continual development of staff
• Ensure compliance with company policies, client standards and federal/state laws
• Consistently achieve assigned team and department goals 
• Provide regular feedback to manager/director regarding performance, employee issues and department concerns
• Prioritize workflow and communicate priorities effectively with staff
• Represent company with professional and ethical work standards 
• Handle complaint calls for the collection department
• Perform password resets with ACI approved password reset tools as needed. 
• Oversee scheduling to ensure proper telephone coverage; approve requests for time off and schedule changes
• Delivers key client reports in a timely manner  
• Administer action plans, progressive discipline plan and document non-performing behaviors and policy violations accordingly
• Communicate change within department to other appropriate areas
• Provide a positive work atmosphere for the team, the department and company
• Comply with company policies and procedures (to include all IT required security and privacy policies and procedures), client standards and all applicable federal, state and regulatory laws
• Perform other duties as required or assigned

QUALIFICATIONS:

• A High School Diploma is required, college degree preferred
• Two or more years of Credit/Collection field experience required
• Previous supervisory experience
• Proven ability to multi-task and work in a fast-paced environment
• Successfully pass background check, drug test and fingerprinting

• Excellent knowledge of federal, state and local laws, regulations and rules concerning collections 

• Proven ability to organize, motivate and supervise the work of others 

• Professional and comprehensible phone voice, excellent verbal and communication skills, and ability to speak proper English grammar.

• Proficient computer skills using Microsoft Word and Excel

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job except for periodic breaks pursuant to applicable law.

• Occasionally lift and/or move up to 25 pounds
• Ability to sit or remain sedentary for entire work shift (8-10 hour shifts)
• Ability to talk and listen on a phone for entire work shift (8-10 hour shifts)
• Ability to type on a computer for entire work shift (8-10 hour shifts)

Reasonable accommodations may be made to the extent required under applicable law to enable individuals with disabilities to perform the essential functions of this position

Disclaimer:  The above job description is not a contractual or binding document; it is provided as a guide to the types of duties required to be undertaken.  Duties may vary from time and this description is subject to review.   Modifications will be made as needed to support changes in the business climate and requirement.