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Collections Manager

hace 2 meses

Xico, México Concord Servicing A tiempo completo
Job Summary

Concord Servicing is seeking a highly skilled and experienced Collections Manager to lead our Mexico City office team. As a key member of our management team, you will be responsible for directing and managing our collections teams to achieve business objectives and ensure compliance with organizational policies and applicable laws.

Key Responsibilities
  • Develop and implement monthly goals for each team, ensuring alignment with business objectives.
  • Monitor and analyze key performance indicators (KPIs) to inform staffing and working strategy decisions.
  • Collaborate with cross-functional teams to define policies and procedures, ensuring compliance and efficiency.
  • Build and maintain strong business relationships with clients, ensuring excellent customer service and satisfaction.
  • Review and analyze daily workloads, team schedules, and client contractual obligations to ensure timely completion and meet client expectations.
  • Participate in client meetings and conferences, ensuring effective communication and follow-up on agreements.
  • Evaluate workloads to determine the need for staff adjustments, ensuring optimal resource allocation.
  • Lead team meetings, provide coaching and guidance, and administer employee performance reviews and evaluations.
  • Develop and implement training programs to enhance team performance and skills.
  • Collaborate with supervisors to administer employee performance reviews, write-ups, coaching sessions, and other HR-related activities.
  • Review and analyze monthly reports from master clients to inform strategy and goal-setting.
  • Prepare and present monthly meetings with each team to evaluate results, goals, QA and compliance scores, and define working strategies.
  • Authorize sure-pays and customer service awards, ensuring fair and equitable recognition of team achievements.
  • Review and participate in updating client parameters, ensuring accuracy and compliance.
  • Provide performance warnings and constructive feedback, ensuring a positive and supportive work environment.
  • Enforce, review, and collaborate to evaluate current policies and procedures, making recommendations for amendments as necessary.
Requirements
  • 3+ years of collections experience, with prior supervisory or management experience preferred.
  • Knowledge of FDCPA and state rules and regulations.
  • Predictive dialer experience and basic knowledge of timeshare and home improvement operations are a plus.
  • Business degree or equivalent, and basic computer skills, including Microsoft Office.
  • Fluent English language skills, with bilingual (English/Spanish) a plus.
  • Excellent communication and leadership skills, with the ability to motivate and develop a team.
  • Ability to work in excess of 40 hours per week when business conditions or special projects require.
  • Willingness to travel as required by clients or projects.
Benefits
  • Attractive monthly base salary.
  • Guaranteed monthly bonus during training.
  • Internet bonus.
  • Grocery tickets.
  • Health, dental, and life insurance.