Job Description
Job DescriptionLeads a team to collect outstanding debts by overseeing daily operations, developing collection strategies, ensuring legal compliance, and monitoring staff performance. Key responsibilities include assigning work, setting goals, resolving escalated issues, training and coaching team members, and analyzing collection data to improve processes and achieve organizational financial goals.
Key Responsibilities
- Team Leadership:Supervise, coach, and motivate a team of collections specialists to achieve high performance and maintain productivity.
- Operational Oversight:Manage the day-to-day operations of the collections department, assigning work, setting priorities, and ensuring tasks are completed in a timely manner.
- Strategy & Policy:Develop and implement collection strategies, policies, and procedures to improve cash flow, recover debts, and ensure compliance with regulations.
- Performance Monitoring:Monitor team and individual performance against goals, track key metrics like debt aging and collection rates, and provide feedback and performance evaluations.
- Escalation & Problem-Solving:Handle and resolve complex customer issues, disputes, and escalated calls that arise during the collections process.
- Reporting & Analysis:Prepare and analyze reports on collections activity, identify trends, and provide recommendations for process improvements to senior management.
- Compliance & Risk Management:Ensure all collections activities comply with state and federal laws, as well as internal company policies.
- Vendor Management:Monitor and oversee relationships with third-party collection agencies or contractors as needed.
- Education:
High school diploma or equivalent, required. Associate degree, preferred.