Collections Team Manager - Full-time / Part-time

RGS Financial, Inc. is a leader in the receivables management industry by providing innovative, custom solutions that protect or client's reputation without ever compromising our core values. We value our employees the same!

Position Summary:

The Collections Team Manager is responsible for the supervision and development of a team of call center agents. These agents will be collecting on 1st and/or 3rd party portfolios consisting of a variety of financial service providers, handling Inbound & Outbound calls via dialer platform.

Responsibilities/Duties:
Including but not limited to...

· Provide exceptional leadership.

· Ensure agents are educated on applicable client policies and procedures.

· Handle escalated calls and exert complaint prevention techniques to always protect the client and RGS Financial.

· Provide feedback to Director of Operations, Production Manager & Client as it relates to Call Monitoring results, risks & opportunities on accounts and Charge-off goal tracking.

· Conduct call monitors monthly for each team member to validate compliance policies are being met.

· Conduct weekly call calibrations with the Client & QA Department to evaluate agents’ performance.

· Review, approve and track Hardship & Settlement plans.

· Manage agent attendance, performance and payroll issues.

· Work directly with the Director of Operations & Production Manager to plan and execute portfolio strategies.

· Create action plans for agents whom are not performing to standard.

· Audit agent inventory to validate work effort is meeting client standards.

Education/Experience Requirements:

· Strong leadership qualities.

· Three to five years of 1st or 3rd Party Collections, (Credit Card collections is preferred).

· Two or more years of management experience in a call center environment.

· Strong organization, verbal and written communication skills & Time Management skills.

· Knowledge of Recovery & Collections Procedures.

RGS Financial is an Equal Employment Opportunity Employer. Employment is based on individual merit and qualifications. Candidates are considered without regard to race, color, religion, national origin, age, sex, gender, veteran status, disability, or any other characteristic protected by federal, state, and local law.

Key Words: collections, collection agency, third-party collections, charge off, skip trace, debt collector, account manager, risk adjuster, collections representative, negotiator, recovery specialist, loss mitigation, department of education, business process outsourcing, accounts receivables management, asset recovery, customer service, student loans, defaults