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Manager Equipment Finance Collections

3 months ago

Jacksonville, United States First Citizens Bank Full time

Overview: This position Manages the Collections Department team within Equipment Finance. Works closely with Senior Management to ensure Servicing performance and Operational strategies are aligned with the Organization Competitive Path. Recognizes operational improvements opportunities and effectively communicates suggestions with identified solutions and business values. Sets goals, plans for development, provides on-going support, feedback, and coaching, as well as conducts mid-cycle and year-end performance discussions and reviews with direct reports. Responsibilities: Operations Oversight - Leads collection team(s) and provides guidance to supervisors and seniors. Monitors and measures Key Performance Indicators, Service Level Agreements, and work volume to develop standards, improvements, or changes to workflows and resource allocation. Participates in staff resourcing and capacity planning along with decision-making. Monitors Customer Complaint Case Management to resolve account or service issues. Guides the team on determining the root cause; selecting and explaining the best solution; expediting correction or adjustment; following up to ensure timely resolution and to provide the best customer experience.Managerial Functions - Assesses daily work for accuracy, process improvements, and efficiencies. Maintains detailed documentation on associate performance and supervisory actions. Manages the performance of assigned staff, including coaching, mentorship, training, and staff evaluations. Maximizes department achievements by providing professional development.Business Support - Supports the development of internal procedures, policies, and work processes to achieve operational goals. Maintains a strong knowledge of Equipment Finance Business and Operations including policies and procedures, risk and controls and collection programs. Interfaces with other departments in the organization to execute business strategies and to ensure the collections teams are prepared to support business needs. Involved in Initiatives and establishes strong working relationships with Sales, Originations, Technology and Finance departments to find best solutions and anticipate customer needs. Proactively seeks ways to optimize performance by seeking coaching, supporting Bank initiatives, and leveraging tools to enhance efficiency. Qualifications: Bachelor's Degree and 4 years of experience in Leadership, Portfolio Analysis, Collections OR High School Diploma or GED and 8 years of experience in Leadership, Portfolio Analysis, CollectionsPreferred Area of Experience: Advanced knowledge with Microsoft Suit and Operating Systems