Manager, Collection Strategies & Support

Company Overview

Credit First National Association is a private label credit card bank and the consumer credit division of Bridgestone Americas. The Bridgestone Americas family of enterprises, including CFNA, is comprised of more than 50 production facilities and 55K employees throughout the Americas. We provide the consumer credit solution for the Firestone Complete Auto Care, Tires Plus, and Wheel Works brands, in addition to customized retail credit services for more than 8,000 other tire and automotive retailers nationwide. At our office in Cleveland, OH, more than 300 professionals gather each day to run a successful private label credit card program. We invest in our community and strongly believe that meaningful commitment to a wide variety of philanthropic organizations builds a better world and a brand that makes us proud.

Position Summary

We are seeking a Manager, Collection Strategies and Support to join our team!

The Manager of Collection Strategy & Support is responsible for oversight of our collections dialer and reporting teams, all while maintaining visibility over CFNA’s telephony and collection platforms. This role will oversee the day-to-day operations, develop and ensure effectiveness of collection strategies, and support initiatives aimed at reducing delinquencies. This individual will work closely with leadership to enhance current and future communication channels around voice, texting, and email to improve customer interactions and overall operational efficiency. The Manager will also serve as a secondary resource for first party Business Processing Outsourcing (BPO) of both nearshore and offshore collection vendors.

We are relentlessly focused on empowering you with unique opportunities to make a meaningful impact and help shape your career.

Responsibilities

In this role, your primary responsibilities include:

Essential Responsibilities:

• Drive day-to-day administration and monitoring of the dialing system, which includes design, build, and maintenance of campaigns, calling lists, filters, reports and list strategies
• Communicate contact center performance metrics to key stakeholders, explaining trends and data, while advocating for action plans to improve performance.
• Build strong partnerships with Collection Specialists, Team Leads, and Supervisors to ensure systems, tools, and reporting are effectively supporting the departmental objectives.
• Function as primary point of contact for outreach strategies (collections), advocate for team strategic insight, drive results and makes recommendations for process/system changes
• Develop, test, and implement daily business reporting for the collection space
• Responsible for mapping of the collections customer journey and identification of for all touchpoints across the offered contact channels
• Assist with various first party vendor relationships to ensure service excellence
• Ensure Federal and State Compliance Requirements
• Provide leadership, guidance and day-to-day support for direct reports including measurable goals and objectives
• Conduct ad hoc analyses as needed, formulating data-driven conclusions and presenting recommendations to senior leadership.

Qualifications

Required:

• Minimum of six (6) years of demonstrated contact center leadership experience
• Strong analytical skills with the ability to transform data into actionable information

• Solid understanding of call center technology and systems, including telephony systems and collections software
• Knowledge of industry regulation and compliance standards as it relates to call center operations (collections)
• Experience building and managing teams through motivation, effective communication, expectation setting and performance management
• Possess verbal and written communication skills with the ability to interact professionally with a diverse group including executives, managers, supervisors, subject matter experts, vendors and application users
• Excellent time management and prioritization skills – with the ability to balance multiple tasks simultaneously
• Ability to provide leadership, direction and support for a seven (7) day a week operation
• Capability to work from home - if required
• Proficient in the Microsoft Office Suite Applications such as Word, Excel, Power Point, and Outlook

Preferred:

• Bachelor’s degree from an accredited four (4) year college or university
• Experience with contact center platform Nice/LiveVox
• Knowledge of a dedicated collections software suite
• Project Management experience

Typically requires a minimum of 12 years of related experience with a bachelor’s degree; or 8 years and a master’s degree; or a PhD with 5 years of experience; or equivalent work experience.

We are building a team as diverse as the world we serve. We believe in championing all perspectives, individuals, and teams. If you find this opportunity compelling, we encourage to apply.