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Collections Manager

Job Order ID 3283
Province/State Florida
City Tampa

Posted Date 10/29/2019

Brief Description

Our client, a hyper-growth, Financial Technology company located in Tampa is currently seeking a Collections Manager to manage a team of 10-15 consumer collection professionals. This is first-party collections, not a 3rd party agency.

In addition to an amazing culture, this company genuinely cares about their employees. From 100% company-paid health insurance, to free lunch weekly, to "office night out", there is a genuine passion to attracting and retaining a top performing workforce by offering these great perks along with an AMAZINGLY COOL office space!

The Collection Manager is responsible for the daily operations of the Collections function. The manager is responsible for guiding the staff in their day-to-day responsibilities which includes mentoring and training as needed.

  • Lead a team of 10-15 Call Center/ Collection Representatives
  • Ensure that team members are achieving established metrics and providing customers with high quality service
  • Foster a positive environment through encouragement and recognition of hard work  
  • Conduct effective resource planning to maximize the productivity of resources (people, technology etc.)
  • Collect and analyze call center statistics including costs, recovery percentages, customer service metrics etc.  
  • Coach and train personnel to maintain high customer service standards  
  • Monitor and improve telephone handling and other procedures through training and audits.  
  • Evaluate performance with key metrics including accuracy, federal guideline compliance, out-going call volume, close rates, call waiting time etc.  
  • Manager must be proficient in preparing reports for different departments or upper management.
  • Regularly conduct one on one sessions focused on professional development with collection representatives.  
  • Handles escalated calls and takes appropriate action to resolve customer complaints.  
  • Ensures compliance with all establish policies and procedures.  

Requirement Note
  • College degree preferred
  • 3+ of consumer collections experience in a call center environment
  • 1+ years consumer collections management experience
  • Strong knowledge of regulatory compliance FDCPA, CFPB, etc.
  • Familiarity with dialer systems and/or collection software applications.  
  • Able to demonstrate multitasking skills in a high stress environment while working with multiple employees and managers  
  • Able to handle sensitive and confidential situations  
  • Excellent written and verbal communication skills, professional appearance and positive attitude a must.

Contact Details:
Rob Chaimowitz
(631) 493-0574 x110