Collections Manager

Description

PURPOSE OF JOB:

The Collections Manager will be responsible for positively supervising, directing and managing all members of the Collections Team, overseeing all collection activities for the consumer and commercial portfolios. Ensure that the collection team metrics are achieved or exceeded per the Company’s annual projections.

JOB DUTIES:

Collections

• Ensure all accounts are kept within the established Company goals for past-due percentages and other metrics.           
• Work directly with Syndication partners on past-due accounts. 
• Ensure all Customer Portal support tickets are answered daily.
• Ensure all collection letters are timely and accurately sent, and all collection communications are appropriate, including but not limited to:
  • 10-day letters
  • 30-day letters
  • Late fee letters
  • Unable-to-contact letters
• Actively oversee the collections of miscellaneous charges such as: Non-Sufficient Funds (NSF) Fees, Late Fees and Property Taxes.
• Ensure Demand letters and Notices of Default letters are sent appropriately.
• Perform skip tracing using Accurint.com and social media websites for all customers and guarantors as required.
• Ensure late fee charges are reviewed daily and determine if these fees are legitimate and need to be added to accounts.
• Ensure all new Automated Clearing House (ACH) forms are uploaded into Aspire software.
• Assist Accounting department in matching any checks received without a customer name or contract number to allocate to the proper customer account(s).
• Ensure all accounts that have paid in full and payoff checks are processed timely.
• Oversee the repossession of the consumer portfolio assets as needed, ensuring all paperwork is processing and deficiency balances are turned over to the Legal Team to collect.

Reports

• Manage reporting, including but not limited to:

• Past-Due Report
  • Prepare 30 days Past Due Report reviewing with Vice President of Operations weekly.
  • E-mail reports to Corporate Account Executives (CAE’s) on the Sales team weekly.
• Miscellaneous Invoices Report (60 days past due):
  • Monitor monthly and review with the Vice President of Operations in staff meetings.
  • Research to determine if the miscellaneous amounts are legitimately owed.
  • Collect amounts due or submit a Credit Sheet as issues arise.
• Vendor Recourse Reports
  • Ensure all weekly past-due reports are timely and accurately sent to certain vendor relationships.
• Maturity Report
  • Meet monthly with CAE’s to review those accounts that are maturing to ensure any final balloon invoices or residuals are collected.

 Insurance

• Ensure files are uploaded to Assurant bi-weekly.
• Ensure accounts are coded properly each month when insurance is lacking per Assurant reports.
• Ensure Insurance Claims are filed when required and follow until insurance proceeds received.

Management & People Development

• Effectively build, manage, and develop talent to support a performance culture within the Collections Team.
• Closely manage employees, utilizing 1-on-1 meetings and Subject & Action (S&A) accountability standards.
• Ensure employees meet their Business Plan goals.
• Conduct timely performance appraisals for employees. 
• Ensure timely submission and monitoring of annual business plan goals for yourself and your direct reports.
• Ensure team members achieve minimum annual training requirements, as appropriate.
• Ensure team members follow the established protocol according to the detailed policies and procedures.

Measurements

• Ensure achievement of monthly past-due percentage and late fee collection goals.
• Provide measurements for monthly Key Performance Indicator (KPI) graphs.

General

• Ensure prompt and regular attendance.
• Perform other appropriate duties as may be assigned by Management.
• Travel as business needs may require.

Quality & Continuous Improvement

• Personally commit to quality in all aspects of work.
• Provide “World Class Customer Service” for internal and external customers.
• Participate in and promote the established Quality Improvement Process (QIP) for continuous improvement.
• Participate on teams to research, measure, and correct problems and to strive for process improvement.
• Communicate and exemplify the Company’s Mission Statement, Vision Statement, Values, and Philosophy.
• Attend at least ten (10) credit hours of training each calendar year to continue development of work-related skills.

Full-Time Employee Benefit Options Include:

• Health, Dental, & Vision Insurance
• 401(k) Retirement Savings Plan with Company Match, including Roth option
• Flexible Spending Accounts and/or Health Savings Accounts, including potential for company contributions based on annual health risk assessments
• Life and Accidental Death & Dismemberment Insurance
• Short- and Long-Term Disability Insurance
• Supplemental Voluntary Insurance Policies with options for Critical Illness, Hospital Indemnity, and Accidents
• Paid Time Off for Vacation, Sick, and Holidays
• Employee Assistance Program

This does not necessarily list all responsibilities, duties, requirements, or efforts associated with the job.  While this list is intended to be an accurate reflection of the job, the company reserves the right to review and modify as circumstances or business needs require.

Qualifications

Education:

• Bachelor’s Degree is minimally required.

Experience:

• 5 years of collections experience is minimally required.
• Prior Management experience is required.

Other Knowledge, Skills, Abilities & Competencies:

• Must demonstrate a working proficiency with Microsoft Word and Excel.
• Must have strong written and oral communication skills.
• Must demonstrate strong organizational skills.
• Must have the ability to handle numerous tasks and responsibilities.
• Must demonstrate strong researching skills.
• Must demonstrate strong detail orientation.
• Must demonstrate confidentiality of business-related information.