Manager, Third-Party Collections

Are you looking to work for a high-energy, fast-paced company that fosters a team environment? Do you want to work where you will be respected and valued for what you contribute? An organization with a long history in the community for over 100 years! Well, you found it. SHERLOQ Financial is looking for YOU to become the next member of our team.

JOB SUMMARY

This position is responsible for guiding and managing the overall provisions of Collections department. Specifically, this position coordinates the department activities and maintains the department organizational structure. In addition, the manager is responsible for implementing, enforcing and administering federal and state employment regulations as well as corporate policies and procedures.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Lead, mentor, and manage a team of call center managers and supervisors, providing guidance, support, and performance evaluations.
• Oversee daily call center operations, ensuring adherence to company policies and procedures.
• Manage workforce planning, including staffing levels, scheduling, and employee engagement strategies.
• Develop strategic plans for the department and manage implementation for new initiatives relative to people, performance and technologies.
• Evaluate, develop and implement procedures to improve departmental efficiency.
• Builds and implements departmental workforce plan that enables the achievement of the strategy and plans.
• Develop and manage annual department operating, capital and headcount budget.
• Distribute information & provide training related to customer service policies & procedures.
• Oversee department performance and maintain continual internal and external reviews to ensure that all issues are resolved in accordance with company policies and procedures, customer requirements, and senior management's direction.
• Collaborate with other departments to deliver a high level of service to our customer base.
• Coordinate with other departments to ensure that customer requests and issues are handled in a timely and professional manner.
• Sponsors employee development that ensures the highest level of morale and productivity through proper coaching, employee development, promotions, incentive programs, communications, and challenging assignments.
• Establish and maintain strong customer relationships.
• Recruiting, hiring and evaluating staff members department to ensure a sufficient number of staff members are available to handle the workload.

SKILLS

• Ability to manage collections within a fast paced, evolving, and wide organizational setting.
• Strong relationship building and interpersonal skills.
• Self-confident; self-directed; ability to communicate findings, make recommendations, and facilitate change.
• A leader with excellent communication and interpersonal skills that is effective at working with and influencing individuals at all organizational levels; persuasive and empathetic; able to handle pressure and manage conflict.
• Strong project management skills, a creative problem solver.
• Computer expertise - MS Office
• Departmental supervision of a minimum of 15 employees.
• Continuous learning mindset, staying updated with industry trends and actively seeking professional development opportunities.

EDUCATIONAL REQUIREMENTS

• High School education and/or equivalent required.
• Five (5) years' experience working in collections.
• Medical and insurance experience required.
• Digital financial engagement and AI technology experience preferred.
• Two (2) years management experience.
• Knowledge of the FDCPA, FCRA, HIPAA and State Consumer Protection Laws.

We value our employees and offer amazing benefits, including medical Insurance, a 401(k) plan, generous vacation and paid-time-off (PTO), eight paid holidays, and tuition reimbursement as well as life, dental, and supplemental insurance. Our plans are designed to be both valuable and affordable. If this sounds like the right opportunity for you, apply today!

We are proud to be an EOE/AA Employer - (Minority/Female/Disabled/Veteran) - http://www.dol.gov/ofccp/regs/compliance/posters/pdf/eeopost.pdf.

We maintain a drug-free workplace and perform pre-employment substance abuse testing.

READY TO JOIN OUR TEAM?

We understand your time is valuable and that is why we have a very quick and easy application process. If you feel that you would be right for this position, please fill out our initial 3-minute, mobile-friendly application. We look forward to meeting you!