Collections Supervisor

Description

Job Title: Collections Supervisor 

Department: Collections

Reports to: Director of Collections

Status: Salary plus bonus. 

Location: Open with remote possibilities

Job Summary: 

The Collections Manager is responsible for the management of the collections staff, client specific requirements are followed and monitors the way in which they handle phone calls to ensure the entire process operates in compliance with firm, client, state and federal laws. The collections manager is responsible for making sure that employees comply with company policies and procedures. The Collections Manager should be well versed on the state and federal collections laws that are in place, including the Fair Debt Collection Practices Act (FDCPA). They should be able to establish quality control standards, maintain, and enforce them over time. The handling, compilation, sorting, verify and accuracy of data, reporting and information is a vital part of the position. 

Essential Duties:

• Manage  production, compliance, client requirements and collections metrics for a      team of collection associates.
• Handle managing of department trainer and the training of new hires into the collections      department. 
• Work with Collections management team on client specific staffing, client specific      training and client specific file work is completed.
• Assist collections staff with the arrangement for debt repayment or establish      repayment schedules, based on customers' financial situations.
• Work with the Director of Collections to ensure firm, department and client      requirements and goals are understood and then acted upon.
• Work with Department Supervisors and Leads to ensure management of specific      stoplights and all duties are completed and met timely.
• Manage  canned and run ad hoc reporting to assist in the management and production      of the collections staff.
• Completion of monthly collector scorecards and with the Supervisors review of      scorecards with the staff.
• Ability to  communicate both upward and with the associates as part of daily      requirements.
• Must be well versed on all collections processes and procedures.
• Read source  documents such as canceled checks, reports, or bills, and enter data in      specific data fields. 
• Store completed documents in appropriate locations, database. 
• Locate and correct data  entry errors. Escalate any errors to the appropriate parties. 
• Entering recording, storing, and maintaining information in written or electronic form. 
• Train and coach new and current team members on compliance and collections processes 
• Manage team  schedules and work assignments.
• Assist with  department operations as assigned.
• Work with Collections Director to develop goals and incentives.
• Understand and train on the risk elements of collections      work and the importance of accuracy.
• Knowledge  of principles and processes for providing customer and personal services.      This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction.

Collections Manager – Attorney/DSC Collections/Chase 

Essential Duties:

• Manage relationships with the Attorney and DSC firms regarding bulk and      individual file collections on mutual accounts. This includes:
  • NDA contact
  • Set up of  ftp or approved communication for bulk review
  • Confirmation of payment methods
  • Process for bulk communication file documentation
  • Letter/stip process 
  • File updates with agreements, counter offers and all relevant items
• Manage production, compliance, client requirements and collections metrics for a      team of dedicated AA/DSC collection associates.
• Monthly reporting around AA/DSC collection and production metrics 
• Assist  collections staff with the arrangement for debt repayment or establish      repayment schedules, based on customers' financial situations.
• Work with the Director of Collections to ensure firm, department and client      requirements and goals are understood and then acted upon.
• Work with Department Supervisors and Leads to ensure management of specific      stoplights and all duties are completed and met timely.
• Manage canned and run ad hoc reporting to assist in the management and production      of the collections staff.
• Complete  monthly review of scorecards with the staff.
• Ability to communicate both upward and with the associates as part of daily      requirements.
• Must be well versed on all collections processes and procedures.
• Read source documents such as canceled checks, reports, or bills, and enter data in      specific data fields. 
• Store  completed documents in appropriate locations, database. 
• Locate and correct data entry errors. Escalate any errors to the appropriate parties. 
• Entering recording, storing, and maintaining information in written or electronic      form. 
• Train and  coach new and current team members on compliance and collections      processes 
• Manage team schedules and work assignments.
• Assist with department operations as assigned.
• Work with Collections  Director to develop goals and incentives.
• Understand and train on the risk elements of collections      work and the importance of accuracy.
• Knowledge  of principles and processes for providing customer and personal services.      This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction.

Education and Experience:

· A minimum of 5 years’ experience in a supervisor/manager position in collections, legal, banking or business field is required.  

· Bachelor’s degree preferred.

Knowledge, Skills and Abilities:

· Knowledge of business and management principles involved in strategic planning, leadership technique and production methods.

· Must be able to effectively prioritize tasks.

· Must have excellent verbal and written communication skills.

· Must have strong problem solving and decision making skills.

· Must have advanced skills in key Microsoft Office programs 

· Detail oriented

· Excellent time management and multi-tasking skills

· Ability to use computers and computer systems (including hardware and software) set up functions; enter data, or process information.

· Must have good critical thinking skills and exercise sound judgment.

· Highly organized

· Self-Starter

· Flexible