Digital Collections Manager

Description

Job Title: Contact Us Manager   

Department: Contact Us / Collections and Compliance 

Reports to: Contact Us Director  

Status: Full-time, minimum 40 hours per week; overtime as needed  

Job Summary:

The Contact Us Manager is responsible for leading a team that manages consumer, attorney, and third-party communications received through the firm’s various Contact Us email channels. This role oversees daily operations, ensures timely and accurate responses, and enforces compliance with internal and external policies. The Supervisor will train, support, and monitor team performance while also handling escalated matters and coordinating with other departments to ensure effective issue resolution and communication flow

Primary Responsibilities and Duties:

• Supervise daily activity in the Contact Us, Power of Attorney (POA), Pleadings, and Settlements email inboxes.
• Ensure all inquiries are acted upon or forwarded appropriately within established turnaround times
• Monitor staff responses for accuracy, professionalism, and adherence to company policies and legal compliance standards.
• Serve as escalation point for complex or sensitive emails from consumers, attorneys, and third parties.
• Support and coach team members in using both templated and custom email communications effectively.
• Review and audit CLS documentation to ensure complete and accurate case records.
• Train new team members and provide ongoing coaching to current staff.
• Create and manage schedules and workloads to ensure full inbox coverage and service continuity.
• Collaborate with compliance, collections, legal, and IT departments as needed to address email-related inquiries.
• Track productivity and quality metrics, identify trends, and provide performance feedback.
• Maintain and update knowledge base materials and ensure staff are trained on any procedural or regulatory updates. 
• Assist with reporting and special projects as assigned by the department director.

Education and Experience:

• High school diploma required; college degree preferred.
• Minimum 3-6 years of experience in a supervisory or management role within contact center operations, legal communications, collections, or a similar business environment.  

Knowledge, Skills, and Abilities:

• In-depth knowledge of federal and state collection laws, including FDCPA.
• Strong written and verbal communication skills, including excellent grammar and professional email etiquette. 
• Ability to analyze and respond to sensitive or complex inquiries with discretion and sound judgment 
• Proficiency with Microsoft Office (especially Outlook and Excel) and case management systems like CLS.
• Strong organizational and time-management skills with attention to detail.
• Ability to multitask and manage shifting priorities in a high-volume environment.
• Collaborative and solution-focused leadership style.
• Ability to coach and motivate a team toward meeting quality and compliance goals.