F.H. Cann and Associates, Inc. (FHC) is a Business Process Outsourcer for its client, you are considered a Assistant Collection Manager on behalf of FHC to provide collection essential functions for designated clients. In this role you may be transferred to other client divisions which can include, Call Center Manager and Quality Assurance Manager duties (handling or reviewing inbound/outbound phone calls and chats), admin work, data entry, etc. - based on client needs, at any time. Should this occur, additional training would be provided on an as needed basis. -

The Assistant Collection Manager is responsible for overseeing the Collection Department and its abilities to collect outstanding debts or payment while maintaining a professional and empathic approach. This role is responsible for developing and implementing strategies to improve collection processes, managing a team of supervisors and collection specialist and ensuring compliance with relevant laws and company polices. The collections manager plays a role in supporting the financial health of FHCs clients while maintaining positive customer relationships.

Manager Performance

• Assist in implementing effective collection campaign strategies to penetrate inventory
• Assist in monitoring inventory levels and penetration on individual batches
• Assist in Identify trends of inventory and individual client debt
• Assist monitoring collection campaign success and dollars recovered, determine next best strategies for unfavorable outcomes Monitor performance of individual supervisor and cultivate supervisor to perform as expected
• Assist in managing the Collections Department, develop and mentor the Collection Specialists, and perpetuate FHCs company culture
• Assist in supporting the collection manager by conducting regular team meetings to include cohesiveness around team and overall collection unit
• Identify each supervisor s strengths and weakness and work with each to consistently improve their individual performance
• Meet or exceed daily, weekly, and monthly performance goals, deadlines, and objectives.
• Review of team members collection files to ensure best practices are consistently being followed and performed as well as file structure is appropriate and within guidelines of the clients audit criteria
• Manage escalated collection calls and issues as relates to assigned staff
• Implement best practices for Supervisors to monitor collection staff activity such as working accounts, skip-tracing, and call counts
• Perform administrative duties as assigned by management
• Ensure company policies, procedures, and compliance related issues are adhered to
• Implement best practices for supervisors to monitor collectors focus, time management, and attendance
• Act as a mentor to assigned team by cultivating assigned individuals within the career path model by assisting the in preparation for additional roles and responsibilities.
• Monitor collectors whereabouts, focus, and time management.
• Identify each team members strengths and weakness and work with each to consistently improve their individual performance in collection related.
• Train supervisors assigned to team on the unique nuances of the assigned division
• Review of team members assigned tasks to ensure best practices are consistently being followed and performed as well as file structure is appropriate and is within guidelines of the clients audit criteria.
• Monitor collectors ability to remain compliant and adhere to Clients compliance and quality expectations
• Review accuracy of collection staff request of documentation and communication with collection services
• Review performance of individual collector for FHC expected Key Performance Indicators, or client needs.
• Monitor Supervisors Issuing verbal, counseling, disciplinary accountability for direct reports on as needed basis
• Maintain overall revenue perfo mance of collection functions
• Coordinate and collaborate with other Collections Manager to ensure continuity, consistency, and efficiency
• Monitor Customer Solutions for client needs.
• Engage with client regularly on performance, quality, and compliance expectations
• Prepare and illustrate monthly client presentations as needed
• Frequently publish performance in office and electronically
• Submit Accurate and Timely reporting, in conjunction with FHC CFO to submit monthly invoices
• If assigned an FHC Cell phone, have it on you at all times.
• Work extended hours to meet or exceed client goals and company endeavors.

Documentation and Accuracy

• Work with Collection Manager on purposed monthly goals based on current inventory, past performance, and future inventory placements
• Issue Supervisor Goals timely
• Issue individual agents front end and back-end goals timely
• Properly Complete Bonus Submissions for Supervisors and Collectors, i.e. Calculations, deductions in accordance with plans

Training and Compliance

• Work to further improve talk off tactics and best practices of individual collectors
• Network and communicate with best performers on best practices to improve overall ability of individual collectors assigned to you
• Develop and implement best ways to handle collection specialist and training
• Improve overall Supervisor techniques for collectors to liquidate debt
• Adhere to all laws and regulations surrounding company polices, industry standards, FDCPA, Reg-F, and other debt collection laws

Experience

• Managing in Banking Collections
• Inventory and Collection Campaign management
• Had recent oversight and management surrounding banking portfolios
• Experience in handling inventory analysis
• Experience in technology analysis
• Experience in Cost and ROI management

Competencies

• Excellent oral and written communication skills and active listening skills
• Effective public presentation skills, ability to communicate in a clear, professional, and timely manner
• Excellent interpersonal and coaching skills
• Excellent time management and organizational skills with attention to detail.
• Ability to multi-task effectively
• Excellent computer skills in Microsoft Windows environment
• Comply with the policies contained in FHCs Employee Handbook and FHCs Standards of Business Conduct
• Ability to maintain confidential information

Required Education and Experience

• Experience in Department of Education and/or Student Loan Debt Collection required
• 3+ years of experience with Debt Collection Management with Department of Education and/or Student Loan Debt Collection required

Work Environment

Office