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Recovery Operations Manager
2 months ago
JOB RESPONSIBILITIES: • Manage a large collections team of agents and administrative staff • Oversee training and development of team • Continually monitor and improve staff performance and compliance on agent/consumer calls, production and collections• Monitor, develop and implement collection strategies • Forecast collection revenue for client reporting and establish monthly goals • Resolve escalated consumer disputes/complaints• Manage compliance of state and federal consumer protection laws and regulations such as: FCRA, FDCPA, UDAAP, and TCPA • Prepare and participate in client audits of collection processes and compliance • Create/revise collection policies and procedures for compliance and efficiency
SKILLS & QUALIFICATIONS: • 5+ years’ experience managing 20+ employees • Bachelor’s Degree in Business or related field • Understanding of state and federal consumer protection laws • Demonstrated ability to negotiate collections• Experience training and developing teams • Proficiency with advanced level Excel functions and reports • Understanding of the legal process a plus • Prior law firm or financial services experience a plus
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