Collections Manager

The Collections Manager is responsible for overseeing the collection/recovery efforts of Advance America's centralized Collections department. This includes a primary duty to the Online business portfolio, and possible secondary duties for other channels and products This position will also have some responsibility and interaction with 3rd party collections suppliers. Additionally, the Collections Manager will perform escalated credit and collections duties for high balance and sensitive customer accounts as needed. The Collections Manager will be responsible for ensuring the dialer campaigns are executed and performing as expected and will work with the Dialer Operator on an ongoing basis. Furthermore, this position will work closely with corporate entities related to Collections and develop/foster positive relationships with Field and Online leadership.

• Manage a team of collections center professionals (supervisors and agents) to include, but not limited to, motivating a team to reach/exceed performance goals, reporting, controlling expenses, and HR/corrective action.
• Provide consistent coaching and development to staff including, but not limited to, ongoing training, quality monitoring, delivering corrective actions, and delivering employee performance evaluations.
• Deliver continuous product or service quality by suggesting and implementing process controls and actions, as well as, performing employee performance evaluations.
• Report and articulate overall team performance to upper management
• Ensure that the department is meeting or exceeding statistical targets, goals and KPIs.
• Provide/utilize program and agent performance reporting as required, including statistical analysis and reporting to drive performance.
• Coordinate issue resolution for all levels of escalated issues including those identified by customers, management, the Field, and clients.
• Make recommendations regarding the development of policies and procedures; identify and implement processing efficiencies.
• Participate as a valued member of the Contact Center management team and represent the organization in various meetings with clients and management.
• Successfully carry out supervisory responsibilities on special projects concerning Collections.
• Represent the organization in various meetings with clients and management team, ensuring that department performance is aligned withaligned with client, management and corporate goals.
• Assist in running Dialer and other software as required. Assist in developing, monitoring and ensuring adherence to ongoing incentive programs.
• Oversee the administration of daily team meetings to discuss daily, weekly and monthly team/individual collection objectives.
• Must be able to multi-task, be organized, set priorities, meet deadlines, and take pride in one's work.
• Other duties as assigned.

Equivalent Education Level Required: Bachelor degree required, or the equivalent combination of education and experience.

Experience Required: Minimum of 5 years of previous management/supervisory experience in a Collections environment. Candidate must be able to work in a production environment and present themselves in a professional manner at all times.

Knowledge Required: Professional verbal communication skills by phone and in person; read, write, evaluate, and apply complex and detailed information; proficiently operate all business related computer programs required to complete job functions; ability to interact professionally and exhibit appropriate social skills; exhibit exceptional negotiation skills; understand and ensure compliance with policies, procedures, and laws governing our industry/business and employees; an ability to maintain composure in stressful situations; follow procedures in the normal course of business and in stressful situations; ability to develop and maintain business relationships.

Physical Requirements: Sitting; walking; bending; squatting; kneeling; pushing/pulling; reaching; twisting; frequent lifting of less than 10 lbs.; occasional lifting of up to 20 lbs.; typing; use of office equipment to include computers; other requirements expected in an office environment.

Travel: 0 - 20%

Attire: Professional business attire or Advance America logo apparel required.

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