Summary
Effective management of outstanding accounts receivables for our clients. Supervises debt collectors assigned to the department; utilizes all tools and resources available in achieving goals and objectives.
Responsible for the daily activities of the collection staff assigned to his/her department as well as assigned client portfolios. Interacts daily with Senior Management as well as potentially Sales, Client Service and our Clients. Insures accurate reporting to Senior Management and Clients regarding the portfolios month to date receivables, and end of month projections.
Essential Duties
Essential duties and responsibilities include the following. Other duties may be assigned at anytime without notice.
Directly supervises and coordinates the activities of commercial and/or consumer debt collectors, to ensure collection of accounts.
Motivates employees to strengthen the quality of the employees individually and collectively.
Administers collections programs, maintaining knowledge of legal requirements and regulations.
Maintains familiarity with reimbursement documents and procedures.
Coordinate and implements collection policies and procedures.
Develops and implements correspondence prototypes and telephone techniques for effective collection of accounts.
Trains new debt collectors in collection policies, procedures and activities.
Complies with and enforces FDCPA laws and regulations (consumer collections).
Interacts effectively with all levels of staff, clients, debtors and vendors.
Achieves department goals and objectives daily, weekly and monthly.
Responsible for keeping collection management up-to-date on the status of assigned department, including clients, debtors and employees.
Handles and diffuse escalated calls.
Provides leadership for team and help coverage for evening and weekend shifts.
Coordinates new hire training and the completion of a new employee check list.
Ongoing training w/staff to correct or improve performance trends.
Weekly employee scheduling so that all time zones will be covered.
Conducts weekly audits on each collector making sure they adhere to C&W policy and procedure while keeping in compliance with the FDCPA.
Ongoing Recruiting, interviewing and hiring of candidates.
Weekly staff meetings making sure employees are aware issues or changes.
Keeping employees abreast of any Client issues or change in policy.
Additional duties may incur within different departments i.e. Auto-dialer; TCN; Skip trace.
Conduct 30-60-90-365 day reviews on all employees.
Maintain MUMO and disciplinary reports on the Under 75% reports as directed by Sr. Management.
Performs other miscellaneous duties as needed and as assigned.
Supervisory Responsibilities
Manages subordinate collectors and supervise employees in the collection of accounts Responsible for the over-all direction, coordination, and evaluation of these employees. Carries out management responsibilities in accordance with the Companys policies and applicable laws. Responsibilities include interviewing, hiring, and training employees, planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; escalating complaints and assists in resolving problems.
Environment/Physical Activity
The environment for this position is an office environment, mostly clean and comfortable. It may include some minor annoyances such as noise. The incumbent is in a non-confined office area in which he or she is free to move about at will.
In the course of performing this job, the incumbent typically spends time as follows:
Walking - Occasional. Walking is minimal in the performance of duties. Worker may walk 3 - 5 feet around work area completing different functions pertaining to the reports and delivery of applicable forms.
Sitting Constant. Worker will spend the majority of the workday sitting at his/her work area working with the companys computer and software systems.
Lifting Minimal. Worker will lift less than 5 lbs. throughout the day. Occasional transfer of files to storage might exceed 5 lbs in lifting.
Reaching Minimal. Worker may reach to secure forms and documents throughout the day.
Fingering- Constant.Worker is required to use finger activities when using the companys computer system.
Feeling - Constant. Worker feels and touches the computer keyboard and calculator while working.
Vision - Constant. Worker is constantly required to use accurate visual acuity in the performance of duties.
Mental Demands
The incumbent in this position must be able to accommodate to the following demands:
Constant distractions and interruptions.
Uncontrollable changes in priorities and work schedules.
Long periods of repetitive work activity.
Time pressures and tight deadlines.
Long periods of highly detailed and precise work activity.
Equipment Operation
The incumbent in this position typically operates the following equipment:
Company computer and software system (CUBS, Excel, Word).
Calculator
E-mail
Fax machines
Credit card machines
Auto Dialer
Telephone and communication systems and other common office equipment.
Position Requirements
These specifications are general guidelines based on the minimum experience normally considered essential to the satisfactory performance of this job. Individual abilities may result in some deviation from these guidelines.
To effectively perform in this position, the incumbent is required to:
Have the ability to effectively manage subordinate staff.
Have the ability to read, analyze, and interpret technical procedures and/or governmental regulations.
Have proficiency in operating computer and software programs (such as CUBS, Word and Excel).
Have the ability to effectively communicate verbally and in writing with others.
Have the ability to perform this job successfully and satisfactorily.
The incumbent must be able to perform this job safely, without endangering the health or safety of him/her or others.
Education and Experience
The incumbent in this position is required to have:
A minimum of 3 years experience in a commercial collections environment and in the supervision of others.
Interpersonal and negotiating skills, knowledge of and experience in collection methods and regulations.
Ability to effectively present information and respond to questions from senior management and subordinate staff.
Ability to solve practical problems and deal with a variety of concrete variables.
Extensive knowledge and experience with collection systems and software.
Effective oral and written and communication skills.
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