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About the Role

The Manager of Operations directs employees in collections, handles high-risk transactions, and is responsible for team performance, productivity, and meeting collection goals. This role involves coaching, developing, and counseling subordinates, managing performance and profitability issues, and preparing accurate reports.

Responsibilities

• Proactively manage the activities of assigned consumer care employees.
• Ensure collection functions are efficiently performed in a quality-oriented environment.
• Manage assigned consumer care employees performance to ensure a balance of optimum productivity, collection and budget goals are met.
• Continually assess goals and recommend actions if goals are not being met.
• Participate in the assessment of procedural changes, implement any changes, track and report results to enhance collection efforts.
• Coordinate activities with other departments and management staff to achieve optimum production and utilization of consumer care employees.
• Guarantee the availability of consumer care employees to answer procedural questions and/or escalate calls to management.
• Ensure employees receive continuous development training after initial training has been completed.
• Supervise the development of employee appreciation and recognition programs and/or activities.
• Continually keep up-to-date on system changes or system documentation methods, and ensure consumer care employees are trained accordingly.
• Make certain all applicable federal, state and local laws and regulations are followed by assigned consumer care employees.
• Proactively oversee the activities involved in quality resolution of performance and profitability issues relating to assigned consumer care staff and clients.
• Escalate to management any situation outside the employee's control that could adversely impact the service provided.
• Identify any obstacles to providing the highest quality customer service and communicate constructive feedback to management.
• Regularly review feedback concerning overall performance levels to determine recurring problems and recommend improvements.
• Conduct regular status meetings with each direct report; discuss activities, projects, and planning issues.
• Evaluate current level of effectiveness, initiative, and responsiveness.
• Provide continuous coaching and training.
• Coach, develop, counsel, and mentor subordinates to achieve quality performance.
• Set priorities to assist assigned staff with establishing and attaining career development goals.
• Provide ongoing training, when necessary, maintaining industry, department and company standards.
• Thoroughly prepare for and professionally conduct timely performance appraisals of direct reports.
• Maintain a current performance file for each direct report.
• Review monthly appraisal status reports ensuring staff is held accountable for timely and quality appraisals.
• Ensure that employee training is effectively conducted for all positions throughout assigned area of responsibility.
• Know and support goals and complaint investigation procedures and ensure that management is made aware of problems or issues.
• Ensure that all subordinate staff are properly trained and ensure Coast Professional, Inc.’s policies and procedures are followed.
• Track Attendance & Punctuality.
• Manage day-to-day collection activities ensuring adherence to departmental policies and procedures.
• Assign employees responsibility for investigating and verifying financial status of prospective customers and preparing documents to substantiate findings.
• Assign responsibility for investigation of fraud cases and possible legal action and collection for delinquent accounts.
• Establish and update customers' credit activities.
• Review collection reports to ascertain status of collections and outstanding balances and to evaluate effectiveness of current collection policies and procedures.
• Audit delinquent accounts considered to be uncollectible to ensure maximum efforts have been exhausted before assigning bad debt status to account.
• Coordinate with others, including staff in company branches and credit card companies, to exchange information and update controls.
• Submit delinquent accounts to attorney or outside agency for collection.
• Compile and analyze statistical data on fraudulent use of credit cards to develop procedures designed to prevent future abuses.
• Assist management in the formulation of policies.
• Prepare and update reports in a timely and accurate manner.
• Conduct research and compile data for report preparation, resolving any discrepancies with data.
• Prepare customized reports on a variety of collection and accountability issues.
• Establish a good working relationship with team members and department contacts.
• Assist with performing quality review of services being provided and department interactions.
• Respond to inquiries about reports, procedures, and other processes to ensure continuity.

Requirements

• 5 years of management experience in student loan collections required.
• High School Diploma or GED required.
• Must not be delinquent on or in default status on any student loans.
• Eligible to be licensed as a collector in certain states.
• Successfully pass pre-employment (post offer) background check.

Skills

• Provide leadership to and coordinate the activities of assigned staff
• Good verbal and written communication skills
• Handle multiple concurrent tasks
• Maintain appropriate records and compile information for reports
• Deal tactfully and courteously with clients or customers
• Good organizational skills and attention to detail
• Establish and maintain cooperative working relationships
• Principles of supervision, training, and performance evaluation
• Work independently in the absence of immediate supervision
• Analyze problems, identify alternative solutions
• Knowledge of collection practices
• Knowledge of collection software/databases
• Principles and practices of customer service
• Report preparations and techniques
• Proper telephone etiquette
• Modern office procedures, methods, and computer equipment
• Demonstrates knowledge of FDCPA regulations

Location

• 20 Parker Lane, Perry, NY 14530

Work Type

• Full-time
• In-office

Experience Level

• 5 years of management experience

Education Level

• Associates degree from an accredited college with major course work in business administration or related field preferred. Equivalent work experience in a similar position may be substituted for educational requirements.
• High School Diploma or GED required

Salary/Compensations

• $70,000-$80,000 annually plus incentives
• Company paid single coverage Bronze or Silver plan health care

Benefits

• 11 Paid Holidays
• 401(k)
• 401(k) matching
• AD&D insurance
• Dental insurance
• Disability insurance
• Employee assistance program
• Health insurance
• Life insurance
• Paid sick time
• Paid time off
• Paid training
• Referral program
• Vision insurance

About the Company

• Coast Professional, Inc. is an Equal Opportunity Employer.

Equal Opportunity

• All qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy, sexual orientation, or gender identity), national origin, age, disability, protected veteran status, genetic information or any other categories protected by applicable law.