Manager Performing Loan Servicing

High school diploma or equivalent, required.
Bachelor’s degree, preferred.
6-8 years’ experience in collections, finance, or related industry with 5 years of direct employee supervisory experience.
Experience in a call center environment, inbound and outbound preferred.
General management skills required including strong organizational, communication, and leadership skills, preferably in a production environment.
Ability to train and motivate employees.
Strong excel and computer related skills required.
Able to work with deadlines and complete projects on time.
Strong conflict resolution skills.
Proficiency in data management.
Familiarity with the compliance requirements of FDCPA.
Moderate analytical skills.

Provide guidance and leadership for supervisors, team leaders and team members company wide.
Directly manage Performing Collections (current to 60 DPD) functions as well as Inbound customer service call volume and service levels.
Develop, lead, and mentor all team members and supervisors to reinforce skills and increase department effectiveness.
Meet all department KPI’s (AHT/EVPH/Quality Composite/Transfer Rate/Adherence/Refi Referrals).
Review daily production and performance results and address successes and failures.
Manage daily inbound activities to meet departmental strategies and goals.
Analyze call volume trends and establish strategies the reduce and control inbound call volume.
Set daily and monthly goals for teams and for the individual team members.
Manage the performing loan delinquency, roll rates and collection efforts to achieve desired results set forth by management.
May assist in developing and managing dialer campaigns tailored to the characteristics of each portfolio.
Track results of work efforts to ensure desired levels of production and efficiency are achieved.
Adjust strategies where required to account for delinquency trending and/or for new portfolio acquisition.
Interview and hire potential team leader and supervisor candidates.
Assist in streamlining processes to improve efficiencies across the company.
Develop and ensure team members are following QA guidelines as required by regulatory agencies.
Performs related duties as assigned by upper management.