Overview: Incumbent will be primarily responsible for managing and reporting of various reconciliation processes,
communicating trends to leadership, and identifying procedural deficiencies that may impact Collections processes
and/or delinquency.
 

Key Duties & Responsibilities: The Manager, Collections Operations responsibilities include, but are not limited
to:

Provide management and oversight of day-to-day operations performance to Collections Specialists Training and development of direct reports Creating and/or maintaining reporting and oversight of Collections-related processes such as data transfers,
workflows, notifications, and operational SLAs. Maintaining interdepartmental communication, as it relates to Collections processes Communicating identified, trends, risks, and/or procedural gaps to leadership Handling escalated disputes from various departments determining the proper path for resolution and
delegating to the proper subordinate monitoring completion Identifying audit needs and distribution of volume to direct reports Assisting with the implementation of new processes, including design and testing

Required Experience

High school diploma or GED 2+ years Contact Center experience

Preferred Experience

Associate’s or Bachelors’ degree preferred 1+ years leadership experience

Skills & Abilities:

Organized and detail-oriented Excellent analytical skills Able to multi-task and shift priorities, as required Strong communication skills (verbal and written) and ability to communicate with individuals at all levels of
the organization Professional in appear and manner Ability to work a full-time schedule, including evenings, weekends, and holidays, as needed MS Office (Word, Excel, Power Point, Visio) Microsoft SQL Server Management Studio

Working Conditions:

Work is performed in a call center environment and may require prolonged periods of sitting/standing