Assistant Collection Manager

F.H. Cann & Associates, Inc. (FHC) is a Business Process Outsourcer for its client, you are considered a Assistant Collection Manager on behalf of FHC to provide collection essential functions for designated clients. In this role you may be transferred to other client divisions which can include, Call Center Manager & Quality Assurance Manager duties (handling or reviewing inbound/outbound phone calls and chats), admin work, data entry, etc. – based on client needs, at any time. Should this occur, additional training would be provided on an as needed basis. –

The Assistant Collection Manager is responsible for overseeing the Collection Department and its abilities to collect outstanding debts or payment while maintaining a professional and empathic approach. This role is responsible for developing and implementing strategies to improve collection processes, managing a team of supervisors and collection specialist and ensuring compliance with relevant laws and company polices. The collections manager plays a role in supporting the financial health of FHCs clients while maintaining positive customer relationships.

Essential Functions

Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions.

Manager Performance

• Assist in implementing effective collection campaign strategies to penetrate inventory
• Assist in monitoring inventory levels and penetration on individual batches
• Assist in Identify trends of inventory and individual client debt
• Assist monitoring collection campaign success and dollars recovered, determine next best strategies for unfavorable outcomes Monitor performance of individual supervisor and cultivate supervisor to perform as expected
• Assist in managing the Collections Department, develop and mentor the Collection Specialists, and perpetuate FHC’s company culture
• Assist in supporting the collection manager by conducting regular team meetings to include cohesiveness around team and overall collection unit
• Identify each supervisor s strengths and weakness and work with each to consistently improve their individual performance
• Meet or exceed daily, weekly, and monthly performance goals, deadlines, and objectives.
• Review of team member’s collection files to ensure best practices are consistently being followed and performed as well as file structure is appropriate and within guidelines of the client’s audit criteria
• Manage escalated collection calls and issues as relates to assigned staff
• Implement best practices for Supervisors to monitor collection staff activity such as working accounts, skip-tracing, and call counts
• Perform administrative duties as assigned by management
• Ensure company policies, procedures, and compliance related issues are adhered to
• Implement best practices for supervisors to monitor collector’s focus, time management, and attendance
• Act as a mentor to assigned team by cultivating assigned individuals within the career path model by assisting the in preparation for additional roles and responsibilities.
• Monitor collector’s whereabouts, focus, and time management.
• Identify each team member’s strengths and weakness and work with each to consistently improve their individual performance in collection related.
• Train supervisors assigned to team on the unique nuances of the assigned division
• Review of team member’s assigned tasks to ensure best practices are consistently being followed and performed as well as file structure is appropriate and is within guidelines of the client’s audit criteria.
• Monitor collectors’ ability to remain compliant and adhere to Client’s compliance & quality expectations
• Review accuracy of collection staff request of documentation and communication with collection services
• Review performance of individual collector for FHC expected Key Performance Indicators, or client needs.
• Monitor Supervisors Issuing verbal, counseling, disciplinary accountability for direct reports on as needed basis
• Maintain overall revenue performance of collection functions
• Coordinate and collaborate with other Collections Manager to ensure continuity, consistency, and efficiency
• Monitor Customer Solutions for client needs.
• Engage with client regularly on performance, quality, and compliance expectations
• Prepare and illustrate monthly client presentations as needed
• Frequently publish performance in office and electronically
• Submit Accurate and Timely reporting, in conjunction with FHC CFO to submit monthly invoices
• If assigned an FHC Cell phone, have it on you at all times.
• Work extended hours to meet or exceed client goals and company endeavors.

Documentation & Accuracy

• Work with Collection Manager on purposed monthly goals based on current inventory, past performance, and future inventory placements
• Issue Supervisor Goals timely
• Issue individual agents front end and back-end goals timely
• Properly Complete Bonus Submissions for Supervisors and Collectors, i.e. Calculations, deductions in accordance with plans

Training & Compliance

• Work to further improve talk off tactics and best practices of individual collectors
• Network and communicate with best performers on best practices to improve overall ability of individual collectors assigned to you
• Develop and implement best ways to handle collection specialist and training
• Improve overall Supervisor techniques for collectors to liquidate debt
• Adhere to all laws and regulations surrounding company polices, industry standards, FDCPA, Reg-F, and other debt collection laws