Senior Manager, NCI Operations
Altisource - Phoenix, AZ

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Nationwide Credit, Inc® ("NCI") is one of the largest asset recovery agencies in the country and consistently one of the highest rated performers across products on its client scorecards. NCI, a wholly owned subsidiary of Altisource™ provides services that focus on high value, knowledge-based functions principally related to real estate and mortgage portfolio management, asset recovery and customer relationship management. Utilizing their integrated technology that includes cutting edge decision models and behavioral based scripting engines, we provide solutions that improve our clients’ performance and maximize their returns.

The Senior Manager will report directly to the Director of Operations and will be responsible for assisting and managing the business lines to ensure revenue is generated, ensure safe and efficient operations, maximize profitability of the department, and maintain a competitive position in the market segment. The Senior Manager will use a “Focus on the Floor” approach to ensure that tasks are completed and the performance of the staff meets or exceeds the client’s expectations.

Responsibilities include:
Assists the Director in maximizing profitability through the effective use of collection strategy, dialer strategy, training methods and inventory control

Ensures 100% of all inventory management goals are met each day

Monitors a minimum of ten (10) calls per week to provide immediate feedback and coaching to Operations and Collections Managers and complete required feedback forms

Reviews and notes a minimum of fifty (50) files per week and takes immediate action to improve collections based on account reviews

Observes a minimum of three (3) Operations Manager/Collections Manager coaching sessions per week and provides additional coaching to managers and collectors to improve revenue production

Ensures branch compliance with all applicable laws, client work standards, and company policies

Monitor and analyze revenue data and Client data in order to direct the efforts of Operations Managers

Responsible for monitoring the staffing needs of the branch

Key Result Areas:
Increase the percentage of collectors meeting goal each month according metrics established typically >= 60% of team

Increase the percentage of revenue goal achieved each month according to metrics typically 5% growth year-over-year

Improve client scorecard performance by consistently performing in the top 1/3

Improve performance by maintaining staffing levels within 10% of required level

This position requires three years experience working as a manager in a customer service or call center/collection environment. The ideal candidate has to have extensive knowledge of collection rules and regulations, especially the FDCPA. The candidate has to be able to work a flexible schedule to include nights, weekends and have excellent verbal and written communication skills as well as time management and training skills. Proficient with Microsoft Office is essential. A Bachelors degree from an accredited University is required.

Altisource™ is An Equal Opportunity Employer.

About this company
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Financial firms needing outsourced services can now turn to Altisource. The company, spun off from  Ocwen Financial in 2009, primarily...