Position Purpose :|
Leading teams that successfully focus on the cost, effective, efficient, and timely collection of overdue payments from customers.
Key Accountability Summary :
Supervise a staff of full time and part time collectors whose primary role is to contact non-paying credit customers by phone and secure payment of their account. Provide leadership to collections teams to ensure the cost effective, efficient, and timely collection of overdue payments from customers. Manage the internal controls, processes, systems, data, and employees in a manner that maximizes collections, fosters long-term customer relationships, and minimizes financial risk. Mentor, coach, develop, and motivate team members to achieve performance objectives. Create a work environment that values employees, encourages cooperation, open communication and teamwork. Communicate performance standards as well as collection goals to staff along with maintaining set goals and standards.
Key Result Areas :
Motivate employees, which results in high productivity standards. Has an active roll in employee recognition when performance standards are met and creates confidence with in employees.
Supervises, motivates and coaches frontline collections staff
Participates in development of departmental/employee goals
Creates a positive working environment to achieve productivity and performance standards
Inspires employees with trust and respect
Ability to lead change
Achieve Productivity Standards- Simple, Fast, Cost Efficient
Manages roll rates to within company goals
Maintains high productivity standards in various collection areas ie. Dollars Collected, Right party contact rates, productive time, average handle time and quality standards.
Monitor exception reporting to ensure employees are within current guidelines
Interact and communicate with employees and communicate the day to day changes within the area. Must possess ability to implement changes, ensure acceptance and understanding by all employees.
Communicates performance, recognizes results in one-on-one meetings with direct reports or through team meetings
Provide mentoring and feedback to team members including side-by-side monitoring, silent monitoring and recorded call reviews
Completes and reviews monthly scorecards with employees ensuring all performance standards are being met according to established guidelines.
Coach employees in areas of opportunities by setting clear expectations
Serves as a resource person for collections related issues and inquires, occasionally handling escalated customer issues
Maintain Department Standards- Ensure employee maintains company expectations, keep department records up to date, monitor employee performance, ensure laws and guidelines are followed.
Document performance/attendance violations, follows approved guidelines for corrective action
Prepare all time card reporting for payroll purposes
Follow all collection and credit policies set forth by company and well diverse in federal and state laws pertaining to collection practices
Participate in hiring decisions as well as facilitates orientation
2 years of Supervisory experience preferably in collections and or customer service
College degree preferred
Ability to work a flexible schedule to include required evening and weekend hours
Proficient in Microsoft Office applications
Bluestem Brands, Inc. - 2 years ago
Bluestem Brands is proud to be named to Star Tribune's Top Workplaces 2013.
Bluestem Brands, Inc., headquartered in suburban Minneapolis,...