Collections Team Manager Job Description
A Collections Team Manager manages and coordinates the activities of workers engaged in collecting delinquent payments for auto loan accounts from customers by performing their job duties. Assist in directing the work of employees assigned to the department by leading and overseeing their day-to-day activities, work schedules and by providing work-related guidance in accordance with the Company s policies and procedures.
Responsibilities:
- Manage, coach, develop and train associates to achieve expected departmental results and ensure adherence to company policies and procedures and provide feedback when needed.
- Coordinates activities of collectors which may include auto dialer and/or list strategies to maximize collection effort.
- Determines work procedures, prepares work schedules, and expedites workflow.
- Review accounts that have been referred for repossession and legal actions against debtors.
- Assist associates with collection activities in difficult cases and recommend collection techniques.
- Effectively manage a team of non-exempt associates maintaining unity among employees and resolves grievances.
- Compliant with Collection Standard of Conduct and all company policies and procedures.
- Investigate, resolve, and respond to escalated customer issues in addition to general escalated issues.
- Manage business results by analyzing reports measuring business results and associate productivity.
- Treats all contacts in a courteous and professional manner.
- This position involves regular access to specified personal information of consumers, including, but not limited to, Social Security numbers and dates of birth.
Requirements:
- High school diploma/GED. One year minimum supervisory experience plus three to five years collections experience.
- Language Skills Ability to read and interpret documents such as safety rules and policy and procedure manuals. Ability to write correspondence. Ability to speak effectively before groups of employees.
- Mathematical Skills Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.
- Reasoning Ability to apply common sense understanding to carry out instructions furnished in written or oral form.
- Computer Skills To perform this job successfully, an individual should have beginning knowledge of MS Power Point; intermediate knowledge of MS Excel intermediate knowledge of MS Word.
- Other Skills and Abilities Knowledge of and Compliant with the Fair Debt Collection Practices Act, local, state, and federal collection laws. Skip tracing experience.
- Multi-task in a high energy standard office and/or home environment