Director of Collections and Client Services

4 days ago

Tampa, Florida, United States Sherloq Solutions Full time
Job Summary

Sherloq Solutions is seeking a highly skilled and experienced professional to lead our Collections and Client Services departments. As a key member of our team, you will be responsible for guiding and directing the overall provisions of these departments, ensuring seamless operations and exceptional customer service.

Key Responsibilities
  • Lead, mentor, and manage a team of call center managers and supervisors, providing guidance, support, and performance evaluations.
  • Oversee daily call center operations, ensuring adherence to company policies and procedures.
  • Manage workforce planning, including staffing levels, scheduling, and employee engagement strategies.
  • Develop strategic plans for the department and manage implementation for new initiatives relative to people, performance, and technologies.
  • Evaluate, develop, and implement procedures to improve departmental efficiency.
  • Build and implement departmental workforce plans that enable the achievement of the strategy and plans.
  • Develop and manage annual department operating, capital, and headcount budget.
  • Distribute information and provide training related to customer service policies and procedures.
  • Oversee department performance and maintain continual internal and external reviews to ensure that all issues are resolved in accordance with company policies and procedures, customer requirements, and senior management's direction.
  • Collaborate with other departments to deliver a high level of service to our customer base.
  • Coordinate with other departments to ensure that customer requests and issues are handled in a timely and professional manner.
  • Sponsor employee development that ensures the highest level of morale and productivity through proper coaching, employee development, promotions, incentive programs, communications, and challenging assignments.
  • Establish and maintain strong customer relationships.
  • Recruiting, hiring, and evaluating staff members to ensure a sufficient number of staff members are available to handle the workload.
Requirements
  • Ability to manage collections within a fast-paced, evolving, and wide organizational setting.
  • Strong relationship building and interpersonal skills.
  • Self-confident; self-directed; ability to communicate findings, make recommendations, and facilitate change.
  • A leader with excellent communication and interpersonal skills that is effective at working with and influencing individuals at all organizational levels; persuasive and empathetic; able to handle pressure and manage conflict.
  • Strong project management skills, a creative problem solver.
  • Computer expertise - MS Office.
  • Departmental supervision of a minimum of 15 employees.
  • Continuous learning mindset, staying updated with industry trends and actively seeking professional development opportunities.
Education and Experience
  • High School education and/or equivalent required.
  • Five+ (5) years' experience working in collections.
  • Two (2) years management experience.
  • Knowledge of the FDCPA, FCRA, HIPAA, and State Consumer Protection Laws.
Benefits

Sherloq Solutions values our employees and offers amazing benefits, including medical insurance, a 401(k) plan, generous vacation and paid-time-off (PTO), eight paid holidays, and tuition reimbursement as well as life, dental, and supplemental insurance.

Our plans are designed to be both valuable and affordable.

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