At LCS Financial, we provide full-service collection solutions including mortgage recovery, bankruptcy services and legal referrals. We leverage our seasoned experts, advanced technology and scalable infrastructure to develop tailored asset recovery strategies that go beyond traditional collection agencies. With our adaptable and focused approach, we are revolutionizing recoveries in this new era of receivables management. We are currently looking for a Bankruptcy Collection Manager for our outbound call group.
Primary Duties and Responsibilities:
Ensure that individual agents and overall team performance meet client and business communicated goals.
Develop an outbound call agent bankruptcy team and create product strategies to include manual and predictive dialing.
Monitor work queue coordination to maintain a 90+% efficiency.
Ability to develop, track, and analyze batch liquidation rates in accordance with client scorecard performance.
Use daily, weekly and monthly reports to determine collection work queue performance for both the individual agents as well as for the team and assigned products (accounts per hour, calls per hour, ACW, individual work queue efficiency).
Conduct agent call audits to ensure compliance with client and regulatory requirements.
Audit work queues to ensure there are no work gaps, appropriate flow has been implemented and appropriate letters, documents and proof of claims were processed within set time frames.
Ensure all accounts are thoroughly documented on our collection system.
Responsible for outbound call agents team development through coaching, counseling and addressing training requirements.
Develop and maintain client communication and positive rapport.
Identify operational areas for improvement and make recommendations to the Director of Collections.
Perform formalized side-by-side training, remote monitoring and manage performance improvement plans.
Hold regular and spot team meetings as business needs dictate to ensure thorough communication.
Demonstrate a strong leadership style and be an active manager presence on the floor at all times.
Design and promote contests to motivate the collection personnel and maximize collections.
Other duties as assigned.
Skills & Qualifications:
Understanding of bankruptcy, federal and state collection laws (FDCPA, FCRA, GLBA, HIPAA, etc).
Active listener with strong problem resolution and persuasive negotiation techniques.
Proven skills in coaching, mentoring and developing collectors and teams.
Strong organizational, multi-tasking and time management skills.
Detail oriented with strong analytical and critical thinking skills.
Demonstrate strong, effective and diplomatic interpersonal, verbal and written communication skills.
Knowledgeable about credit bureaus and other resources to locate delinquent borrowers and collateral.
Self motivated, goal oriented, resourceful and driven personality.
Flexible and open to change in a high volume fast paced environment.
Education & Experience:
Associates Degree or Equivalent.
2-3 years management experience in a related field.
Working knowledge of Windows based systems & Microsoft Office programs.
Working knowledge of the mortgage industry, title insurance parameters, bankruptcy impact on collections, foreclosures, student loans and general collections experience.
Third party collections experience beneficial.
Call center environment experience beneficial.
Please note this position is contingent on successfully completing a full background, credit, drug test and fingerprinting screen upon extension of offer.