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Coast Professional, Inc. Manager of Operations in Geneseo, New York

Description

Job Summary

The Manager of Operations works with and directs employees with regard to collections. The Manager of Operations is responsible for all High-Risk transactions as defined by the Department. The Manager of Operations is responsible for their actions and the actions of all team members reporting to them. The Manager of Operations is responsible for managing assigned consumer care employees performance to ensure a balance of optimum productivity and collection goals and budgets are met; coach, develop, and counsel subordinates to achieve quality performance, providing ongoing training when necessary; manage the activities involved in quality resolution of performance and profitability issues relating to assigned consumer care employees, and escalate to management any situation outside the employee's control that could adversely impact the service provided; prepare and update reports in a timely and accurate manner ensuring deadlines are met.

Job Duties and Responsibilities

Leadership

Proactively manage the activities of assigned consumer care employees by ensuring the following functions are efficiently performed in a quality-oriented environment reflecting company values.

Collection Functions

  • Manage assigned consumer care employees performance to ensure a balance of optimum productivity, collection and budget goals are met at all times.

  • Continually assess goals and recommend actions to be taken if goals are not being met; participate in the assessment of procedural changes, implement any changes, track and report results in order to enhance collection efforts.

  • Coordinate activities with other departments and management staff to achieve optimum production and utilization of consumer care employees while adhering to department goals, standards, and objectives.

  • Guarantee the availability of consumer care employees to answer procedural questions and/or escalate calls to management in situations out of employee’s control.

  • Ensure employees receive continuous development training after initial training has been completed in order to improve their ability to perform job duties.

  • Supervise the development of employee appreciation and recognition programs and/or activities for assigned consumer care

  • 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 at all times.

Problem Resolution

  • 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 aimed at reducing future occurrences.

Status Meetings

  • 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.

Employee Development

  • 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.

  • May 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 utilizing appropriate combinations of formal, informal, one-on-one, and on-the-job training.

  • 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.

Collection Activities

  • Manage day-to-day collection activities ensuring adherence to departmental policies and procedures.

  • Depending on area of responsibility, Managers of Operations may be accountable for any of the following areas: 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.

Report Generation

  • Prepare and update reports in a timely and accurate manner.

  • Conduct research and compile data for report preparation, resolving any discrepancies with data.

  • May prepare customized reports on a variety of collection and accountability issues.

Team Interfaces

  • Establish a good working relationship with team members and department contacts in order to maintain and continuously strive to improve the level of overall service being provided.

  • Assist with performing quality review of services being provided and department interactions by escalating work flow and communication issues to superiors to help identify trends indicating the need to revise existing methods and procedures.

  • Respond to inquiries about reports, procedures, and other processes to ensure continuity.

    Security

Information and Physical Security is the responsibility of every employee. In your position you are required to safeguard the computer systems by following proper username and password management which includes selecting challenging passwords and committing them to memory, they should not be written down or stored where others can freely have access. This also includes securing your desk and workstation when you are not there. This includes locking your session and putting sensitive paperwork away when not physically at your desk. You are not to share your username or password with anyone. The physical security of our offices of are equal importance, never shadow or let someone shadow your entry into a Coast Professional, Inc. facility. If this occurs quickly report this action immediately. You are required to follow all Information Technology policies and procedures regarding the management of your system accounts and equipment. If you witness any security violation you should immediately report it to management.

Qualifications

Education

  • 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

Experience

Experience in collections or related profession required. Supervisory experience preferred. Experience with student loan contracts preferred.

Knowledge

  • 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

Skills and Abilities

  • 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

  • Certificate and passing grade of FDCPA

  • Various state licenses as needed

  • Successfully pass pre-employment (post offer) background check

Clearance

As a federal contractor, this position requires U.S. citizenship and security clearance granting access to classified information. The background investigation is conducted by the Office of Personnel Management (OPM) and is an evaluation of the whole person to determine suitability. The suitability review begins after a conditional offer of employment has been accepted and will include a review of your employment, education, residences, references, criminal history and credit, as an example. Some of the most important factors in an investigation are the individual’s honesty, candor, and thoroughness in the completion of their security forms. In rare instances, non-U.S. citizens with highly specialized skills and experience may also be considered for the security clearance process.

Licensing

This position requires you are eligible to be licensed as a collector in certain states. Coast will submit and maintain all required individual collector licensing on your behalf.

Working Conditions

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Work may require frequent weekend and evening work. This position has travel requirements and may require overnight travel.

While performing the duties of this position, the physical presence in the workplace is essential. The employee is regularly required to talk or hear. The noise level in the work environment is usually moderate. Specific vision abilities required by this position include close vision, distance vision, color vision, peripheral vision, and the ability to adjust focus. The employee frequently is required to use hands or finger, handle, or feel objects, tools or controls. The employee is occasionally required to stand; walk; sit; reach with hands and arms. The employee must occasionally lift and/or move up to 10 pounds.

Disclaimer

This job description reflects management’s assignment of essential job functions but is not intended to be a comprehensive list of all activities, duties and responsibilities required by the job incumbent. Nothing in the herein restricts management’s right to assign or reassign duties and responsibilities to this job at any time.

This document does not create an employment contract, implied or otherwise, other than an "at will" relationship.

Coast Professional, Inc. is an Equal Opportunity/Affirmative Action Employer M/F/Vet/Disability. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or national origin.

Qualifications

Education

Required

  • High School or better

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)

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