Director of Collections and Customer Service

1 month ago


Greenville, United States Find Great People | FGP Full time

Local specialty lending organization with a SE footprint is seeking an experienced Director of Collections and Customer Service for the corporate office in Greenville, SC. Looking for someone with rental, leasing or specialty financing collections/CSR management experience. They are very relationship collections based and looking for a candidate that can foster that environment.


  • Onsite / In Office role
  • Base salary plus bonus
  • Relocation assistance as needed
  • Reports to COO
  • 6-7 supervisors ad 45+ CSR/Collections Specialist


The Director of Call Center and Collections will be responsible for day to day strategy, accountability and leadership of the department.

Responsibilities

  • Align Operations to the overall company strategic priorities by working with the CEO to set department objectives and associated KPIs around those priorities and rally direct and indirect resources in support of those objectives.
  • Utilize your Leadership Team to ensure all objectives and KPIs in Operations meet company defined standards and are adjusted as business needs dictate.
  • Ensure design and execution of effective collection processes are in conformance to established company policies and procedures as well as in compliance with regulations and laws at levels (federal, state, local).
  • Champion staff development, employee engagement, and commitment to the company’s cultural values in an obvious and proactive way. Ongoing coaching and mentoring of Operations managers and supervisors in one-on-one capacity to ensure departments’ alignment with company values
  • Champion execution of various steps within the Performance Management lifecycle, including goal setting and performance reviews, continuous feedback, development plans, talent reviews, succession planning, etc. Leadership capabilities.
  • Partner with Human Resources to evaluate training programs, compensation structure, operating processes and supporting infrastructure are sufficient to support current and future business needs.
  • Create and maintain robust staffing model to meet business demands through monitoring budgets, metrics and real-time performance data. Promote cross-training and developmental training to develop a flexible workforce and possible succession plans.

Knowledge & Skills

  • Direct Collections and Compliance experience in a Rental, Lease Purchasing or Specialty Finance Environment
  • Knowledge of Asset Management, Recovery and the Legal processes related to our industry
  • Process and/or Project Management experience
  • Superior professionalism and dedication to employee engagement and championing a positive company culture.
  • Ability to communicate effectively with all levels of the organization to a wide array of audiences, ranging from small group discussion to large group presentation.
  • Ability to build consensus across the organization and empower staff to drive business results.
  • Ability to manage, develop and build high performing teams while maintaining a positive culture aligned with Company values.

Qualifications

  • Bachelor’s Degree
  • 5-7 years operations and call center/collections management in a Rental, Lease Purchase or Specialty Finance Environment.



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