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Collection Manager I in Lynn, MA at Eastern

Date Posted: 10/12/2018

Job Snapshot

  • Employee Type:
    Full-Time
  • Location:
    Lynn, MA
  • Job Type:
  • Experience:
    3 to 5 years
  • Date Posted:
    10/12/2018

Job Description

Responsible for the management of collection function within a call center environment. Possesses the high level of knowledge within collection industry, bank products and services as well as demonstrates an in-depth knowledge of Collections acumen.  Establish standards of performance to ensure a superior level of customer service by coordinating and supervising the operations of the Collections Team.  Responsible for meeting collection objectives as well as service and quality objectives as assigned.

Ensures the satisfaction of compliance standards by continuously monitoring volumes in the Collections department.  Handles complex customer complaints and problems, is able to identify common or recurring trends, and take steps to resolve these problems.  Requires excellent communication skills to ensure that all Team members are responding to customer’s requests and needs accurately, efficiently, and expediently.

Possesses an advanced level understanding of the FIS tools and services and various other online service tools for the accurate administration of customers’ accounts.  Assist with vendor selection and RFP process when necessary for new technologies. 

Major Responsibilities

Manages  a team of Collection Representatives.  Ensures a superior level of customer service by monitoring customer calls and other requests, ensuring team members are following the appropriate service standards and compliance requirements when dealing with Bank customers.  Manages performance deficiencies and regularly provides both formal and informal feedback to Collectors.

Ensures the satisfaction of customers by continuously monitoring volumes in the assigned area of responsibility, by scheduling assigned Team members to meet collection and service level targets while maximizing their utilization, and by monitoring individual performance.

Attain assigned goals and business plan initiatives, providing staff member with regular progress updates and coaching sessions.  Works with other managers on team. 

Handles the most complex customer complaints and problems without assistance by making independent decisions. Is able to instill a sense of confidence with these customers based upon accurate content and confident delivery. 

Responsible for the selection, training, development and performance evaluation of all Collections staff members.

Job Requirements

This position requires superior communication skills needed to manage and develop staff while handling complex collection matters, customer complaints and service issues.   Is responsible for reporting and acting upon any customer service/ compliance trends found in customer escalations or daily operations to Collection Center management.  Has the authority to make policy exceptions to ensure customer satisfaction.  

Education and Experience 

An Associate’s Degree or related knowledge/skills base gained through experience preferred.
Strong service background required; Call Center or Collections experience preferred.
3-5 years supervisory/management experience required. 
Proven management skills.
Excellent communication, organizational, and interpersonal skills required.
High level of knowledge of Collections technologies and Microsoft applications.
Bi-lingual skills desired, but not required.