In conjunction with the Collections Management Team, manages assigned vendor relationships for first and third party services that are utilized within Collections and Recovery. Responsible for managing the full life cycle of vendor on-boarding, measurement and recertification. Develop and maintain reporting that validates vendor performance aligns with the stated guidelines and controls as contractually stipulated. Works in conjunction with the Director and V.P. to resolve project or performance issues and ensure that vendor boarding requirements are met. Responsible for the management of re-occurring vendor scorecard and overall performance reviews.
Essential Duties and Responsibilities:
Manages the Agency Relations function that interacts with external (Pre and Post Charge off Agencies and Debt Buyers) and internal partners (Strategy, IT, Quality and Training).
Oversees the performance of agency partners to ensure coordination of efforts and compliance with company policies and procedures and Federal Regulations.
Establishes and maintains scorecards for vendors, ensuring that Key Performance Indicators (KPI’s) are in alignment with the vendor contract and Collections Management.
Facilitates regular vendor scorecard reviews as required by risk.
Facilitates the development of all documentation, presentations, vendor scorecards and compliance reports.
Tracks and measures vendor compliance to key KPI’s and contract deliverables on behalf of Collections Management.
In conjunction with the Collections Management, proactively identifies, manages and communicates issues and risks, escalating as appropriate through management.
Facilitate contract renewals, working with Legal and Collections Management to ensure that contractual SLA’s are in alignment with the needs of the business.
Working knowledge of call center operations, including managing internal and external customer relationships.
2+ years managing professionals.
Minimum of five years collection management experience pre charge off and/or recovery.
Excellent knowledge and practical application of federal, state and local laws, regulations and rules concerning collections.
Strong knowledge and use of all MS Office applications.
Proven ability to proactively manage in a non-structured/fast paced, rapidly changing business environment.
Proven ability to work independently and effectively manage multiple changing priorities.
Excellent verbal and written communication skills.
Excellent critical thinking and problem solving skills.
Excellent time management and project management skills.
Ability to recognize and maintain confidentiality of information.
Bachelor’s degree preferred.
Bluestem Brands, Inc. - 18 months ago