GreenSky Administrative Services LLC

Collections Manager

Job Location(s) US-GA-Atlanta
Posted Date 3 months ago(8/31/2020 9:41 AM)
Job ID
2020-4325
# of Openings
6
Category
Management

Overview

Position:  Collections Manager

 

Overview:   The Collections Manager leads and manages the day-to-day efforts of the Collections team.

Responsible for ensuring Greensky’s Collection’s department has well trained, engaged and wholey accountable personnel who execute best-in-class loss mitigation activities on behalf of our Business Partners and Customers. The Frontline Manager is accountable for selecting individuals that align with Greensky’s fast-paced and Customer centric culture; deliver continuous learning opportunities for employee growth; and, serve as the day-to-day support system for enabling team members to effectively deliver on their responsibilities. Teams will generally be between 5-15 direct reports.

 

Location:  Atlanta, GA

 

Travel:  Less than 10%

 

Organization:  This position is a member of the Collections Department and reports to the Director of Collections.

 

Duties & Responsibilities

Duties & Responsibilities:

  • Maintain and ensure Collection employee and Collection daily procedures are compliant with all impactful Laws and Statutes. (FDCPA, State Restrictions, FCC, etc.)
  • Manage and direct the daily activities of Collection agents.
  • First line supervisor for handling disciplinary action, and Collection employee issues.
  • Mentor Collection agents. This includes regular call reviews followed by feedback and coaching sessions, as well as working directly with the QA department to deliver coaching’s as required.
  • Work with the Quality Assurance (QA) Administrators to calibrate the QA team, as well as quality expectations.
  • Work as an information source to answer agent questions, assigning tasks, following up and giving instructions as needed.
  • Personally handle, follow up and resolve customer escalations, complaints and questions.
  • Work with the QA Administrators to reinforce training to and apply skills and tools.
  • Identify solutions, successes, and opportunities to evolve the collection team proficiency and effectiveness.
  • Share in the management of the collection’s predictive dialer to include downloads, list building, real-time management of campaigns, end of day closing and reporting. This also includes monitoring and management of the Collection’s inbound skills.
  • Monitoring and directing the daily flow of work, account penetration, ensuring productivity KPI’s are met.
  • Produce collection MIS as required and work with agents to meet standards and goals.
  • Document and maintain Collection procedures for the agents and programs.
  • Responsible for team meeting standards and goals, monitoring incentives, collections scorecards and overall performance.

Shifts: 

  • Supervisor shifts will vary and cover hours from 8:00 AM - 12:00 AM, 5 shifts per week, any day of the week.
  • Shifts are primarily 9 hours with a 1 hour paid lunch.
  • All shifts are required to work some Saturdays per month.
  • The call center is open 363 days/year (closed Thanksgiving and Christmas).
  • Must be available to work the late shift.

Required Skills/Qualifications

Required Skills & Qualifications: 

  • Bachelor Degree or equivalent experience
  • 2 year’s coaching/training experience
  • Effective working knowledge of Microsoft Office Word, PowerPoint and Excel

Required Competencies:

  • The most important skill required is the ability to inspire and support people to gain trust and commitment
  • Demonstrative ability to build effective relationships with all levels of professionals and maintain them as well
  • Ability to plan well and prioritize work appropriately
  • Must be proficient in Microsoft Office Suite including Excel
  • Must exude confidence
  • Must have proven track record of displaying ownership, urgency and sound decision making
  • Displayed sense of ownership in relation to attitude and actions, assignments and event outcomes
  • Able to exercise independent judgment and discretion in matters of significance
  • Ability to be calm and composed under pressure
  • Demonstrated integrity and value commitment
  • Proven ability to set and obtain goals
  • Outstanding behavioral coaching and development skills
  • Excellent interpersonal and motivation skills
  • Superior verbal and written communications skills
  • Strong time management and prioritization skills
  • Established cognitive skills
  • Detail oriented

Preferred Qualifications: 

  • Previous Call Center Management experience
  • Call-center technology experience; automated dialers, IVR’s, call monitoring software, etc.
  • Bachelor’s or Associate’s degree from an accredited institution preferred
  • Certified Six Sigma Yellow-Belt or other quality/standardization program experience such as TQM, ISO 9000, etc.
  • 2+ years supervisory
  • 5+ years Customer Service experience
  • Knowledgeable in FDCPA, TCPA, FCRA, and HIPAA
  • Understansing of state and federal employment laws

 

GreenSky is an equal opportunity employer and will not discriminate against any employee or applicant on the basis of age, color, disability, gender, national origin, race, religion, sexual orientation, veteran status, or any classification protected by federal, state, or local law

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