Manager, Collections Agency Performance
3 weeks ago
Overview - The Manager, Collections Agency Performance oversees and maintains the relationship with first and third-party agencies, ensuring compliance with Service Level Agreements (SLAs), Scope-of-Work (SOW), and efficient utilization of account efficiencies. This role involves system setup, realignment, and performance management over collections.
Key Duties & Responsibilities
* Lead the Agency Support team in day-to-day activities.
* Ensure compliance with company policies.
* Supervise related processes and controls.
* Plan, prioritize, and delegate tasks to ensure smooth department functioning.
* Facilitate Performance/Call Calibrations meetings with agency teams.
* Address performance/adherence to align with SOW.
* Manage adherence to SLA/SOW/MSA alignments.
* Direct daily operations of the Agency Support Team.
* Monitor compliance with company policies and supervise related processes.
* Address any issues related to the Agency Interface Management system.
* Maintain high service levels.
* Effectively manage internal customer interactions.
Required Experience
* Education - Bachelor's (BS/ BM).
Preferred Experience
* Minimum 2 to 3 years related experience.
* Certifications - Project Management (PMP/ CAPM)
Skills & Abilities
* High-level proficiency in Microsoft suite products (Word, Excel & PowerPoint).
* Strong interpersonal, verbal, and written communication & presentation skills.
* Organizational, detail-orientated, multitasking, and analytical abilities.
* Able to multi-task and shift priorities, as required.
Working Conditions
* High degree of internal customer interface and process management.
* Close collaboration with agency teams.
* Compliance with company policies and ongoing supervision of related processes.
* Work is performed in an office (retail, distribution, call center) environment.
* May require prolonged periods of sitting/standing.
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