What are the responsibilities and job description for the Unit Manager, Case Resolution position at Concora Credit Inc.?
Overview
Join the nation’s leader in second-look finance servicing as our Unit Manager, Case Resolution!
The impact you’ll have at Concora Credit:
The Unit Manager, Case Resolution is responsible for leading a team to investigate and resolve contacts received from consumers, credit bureaus, debt management agencies and law offices for all lines of business. The incumbent will oversee the process of notices via third-party sources regarding bankruptcy, military orders, and disasters, complying with regulations, laws and internal policies and procedures. The Unit Manager is responsible for managing team performance to include monitoring, training, coaching to achieve established service level and quality goals.
This position is located at our Akron, OH office, with a hybrid schedule. We are onsite Monday through Wednesday.
We hire people, not positions. That's because, at Concora Credit, we put people first, including our customers, partners, and Team Members. Concora Credit is guided by a single purpose: to help non-prime customers do more with credit. Today, we have helped millions of customers access credit. Our industry leadership, resilience, and willingness to adapt ensure we can help our partners responsibly say yes to millions more. As a company grounded in entrepreneurship, we're looking to expand our team and are looking for people who foster innovation, strive to make an impact, and want to Do More! We’re an established company with over 20 years of experience, but now we’re taking things to the next level. We're seeking someone who wants to impact the business and play a pivotal role in leading the charge for change.
Responsibilities
As our Unit Manager, Case Resolution, you will:
- Manage, train, and lead a team of 15 Team Members.
- Interview and hire agents to ensure your team is fully staffed.
- Ensure accuracy in team output through management monitoring
- Must be able to educate others in case specific processes
- Ability to explain detail-level processes and discuss gaps with leadership, Internal Audit and Compliance
- Ensure maximization of team productivity through efficient use of reporting and feedback
- Develop a work environment that promotes engagement and high motivation
- Prioritize work and deploy your team, as required to ensure attainment of highly regulated and time sensitive SLA’s
- Monitor and audit your team’s attendance and performance to ensure results are achieved as compared to performance standards
- Process internal audit requests; partner with our compliance and complaint management teams
- Establish and implement departmental policies, goals, objectives, and procedures
- Ability to work effectively in a team environment is essential
These duties must be performed with or without reasonable accommodation.
We know experience comes in many forms and that many skills are transferable. If your experience is close to what we're looking for, consider applying. Diversity has made us the entrepreneurial and innovative company that we are today.
Qualifications
Requirements:
- High school diploma or equivalent
- Extensive working knowledge of state and federal laws (FDCPA)
- At least 3 years of management experience
- 2-3 years of financial services transaction services or account maintenance practices
- Excellent written and oral communication skills
- Flexibility to adapt well to change
- Excellent decision-making and problem-solving skills
- Ability to always maintain a high level of professionalism and confidentiality and in all situations
- Ability to communicate effectively with all levels of management and staff
What’s In It For You:
- Medical, Dental and Vision insurance for you and your family
- Relax and recharge with Paid Time Off (PTO)
- 6 company-observed paid holidays, plus 3 paid floating holidays
- 401k (after 90 days) plus employer match up to 4%
- Pet Insurance for your furry family members
- Wellness perks including onsite fitness equipment at both locations, EAP, and access to the Headspace App
- We invest in your future through Tuition Reimbursement
- Save on taxes with Flexible Spending Accounts
- Peace of mind with Life and AD&D Insurance
- Protect yourself with company paid Long-Term Disability and voluntary Short-Term Disability
Concora Credit provides equal employment opportunities to all Team Members and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.
Concora Credit Is an equal opportunity employer (EEO).
Please see the Concora Credit Privacy Policy for more information on how Concora Credit processes your personal information during the recruitment process and, if applicable, based on your location, how you can exercise your privacy rights. If you have questions about this privacy notice or need to contact us in connection with your personal data, including any requests to exercise your legal rights referred to at the end of this notice, please contact caprivacynotice@concoracredit.com.
