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 anddelegating 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 ofthe 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