Collection Manager

Profile

Collection Manager

The candidate will create and foster a positive, successful, compliant, and professional work environment w in order to achieve their performance goals. Monitoring calls (live and recorded), evaluating collector behavior and the overall consumer experience, and providing real time support, coaching and feedback (positive and constructive) to collectors to drive performance results and meet all compliance standards. Support the implementation of Company policies and procedures. Partner with the leadership team to ensure that collectors obtain the appropriate training and support to best apply their knowledge and skills on the job. Handle escalated calls when appropriate and minimize call escalations and consumer complaints through effective coaching and support of collectors. Communicate business strategy, policies, and procedures to collectors and empower them to work with consumers to create a payment solution that is fair and appropriate for their unique financial situation. Build solid productive relationships with all levels of leadership and support teams. Provide timely feedback to the management team on employee and consumer trends, issues and needs. Participate in the recruitment and hiring process to identify top talent. High school diploma or GED. 2-5 years of experience in a strong service industry with experience leading teams. Collections, banking, or financial services background preferred. Strong leadership and interpersonal skills. Demonstrated ability to motivate staff in a results oriented team environment. Experience working with a Contact Management System {CMS) preferred. Effective time management, organization and prioritization skills. Demonstrated ability to work under pressure in a fast paced environment. Strong decision making,change management and problem solving skills are required. Excellent verbal and written communication skills, including active listening skills are required. Demonstrated competency in Microsoft Office applications are required. Bilingual English/Spanish is desirable.

Company info

Mandarich Law Group LLP
420 N. Wabash Ave Suite 400
Chicago
Illinois
United States 60611
Website : http://mandarichlaw.com