Manager of Financial Services

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Overview of Position:

The Manager of Financial Services position is centered on ensuring our company's financial health and keeping customers engaged. This role involves managing everyday activities related to accounts with overdue payments, while also making sure we comply with financial laws and guidelines. The manager will use smart planning and oversee our financial activities to help us achieve our business targets, blending strategy with practical financial oversight to guide our operations toward success.

Key Responsibilities:

Financial Services Management

• Oversee daily operations of the team responsible for collecting on delinquent customer accounts, ensuring compliance with federal, state, and local laws.
• Develop and coach a team of financial services representatives to deliver world-class customer service, resolve dissatisfaction issues, and prevent churn.
• Analyze collections activities to determine effective treatments for maintaining company goals.
• Utilize analytics to enhance financial stability and customer retention by accurately forecasting bad debt and predicting churn.
• Prepare and present data into clear and actionable insights for your supervisor.
• Implement and continuously review processes to adapt to market and company changes, ensuring objectives are achieved.
• Regularly update knowledge and ensure adherence to the latest collection compliance regulations and best practices to mitigate risk and uphold ethical standards in managing delinquent accounts.

Employee Coaching and Development

• Ensure all employees know what is expected of them and how the results of their efforts impact the business.
• Coach and develop team members to assist them in meeting individual, team, and departmental goals.

• Maintain a positive influence and assist in building a motivating team atmosphere.
• Listen to team members’ feedback, resolve issues or conflicts while balancing customer and business needs.
• Maintain appropriate and accurate records for performance summaries that include all KPIs, coaching logs and disciplinary documentation.

• Routinely meet with team members to review their performance and provide support.

Qualifications:

• Bachelor's degree preferred in Business, Finance, or a related field.
• Demonstrated success in leading a collections team to significantly reduce bad debt.
• Excellent analytical and problem-solving skills, with a proven ability to translate data into strategic insights.
• Excellent verbal and written communication skills, capable of conveying complex concepts to diverse audiences.
• Commitment to continuous learning and professional development.
• Proven ability to manage time effectively, prioritize tasks, and lead projects from conception to completion.
• Collaborative spirit and a strong team player with a commitment to confidentiality.
• Strong organizational skills and attention to detail.
• Proficiency in Excel, Word, PowerPoint, Outlook, and other relevant software.
• Ability to meet physical requirements of bending, stooping, lifting, sitting, and standing. Ability to use computer/keyboard and general office equipment, and ability to lift and carry up to 25 pounds.