insideARM

Director of Operations

Spotlight Preferred
Confidential
Houston, Texas, United States
30+ days ago

Description

Rare and exciting opportunity to join us as a Director of Operations. Responsible for all aspects of collections of the Financial Services division of the company, including monitoring and controlling collection success, compliance, and assuring client goals are achieved.  Provide direct management and development for approximately 50-75 agents and managers.  Help develop and manage a projected budget. Meet with various Senior Management, Client Representatives and Marketing Managers to ensure that established standards are being met.  Monitor the work flow and production of the department, making any needed adjustments. 



Requirements

    • Minimum of five years’ supervisory experience in the collection industry
    • Bachelor's degree is preferred, but will consider those with extensive and successful management experience in the collection industry
    • This position is based in our facility, not remotely 
    • Experience with LiveVox systems is a plus


     SUCCESS FACTORS / PERFORMANCE EXPECTATIONS:

    • Professional, courteous treatment of clients, coworkers, and consumers
    • A strong sense of teamwork and cooperation with management and coworkers
    • Demonstrated ability to interact professionally with management, subordinates, and clients to promote a positive company image
    • Demonstrated knowledge of FDCPA, TCPA, Reg F, and state laws
    • Strong leadership and motivational abilities
    • Proven management skills
    • Thorough working knowledge of collection practices, strategies and techniques
    • Compliance with corporate and departmental policies and procedures
    • Strong verbal and written communications skills
    • Above-average analytical and problem-solving skills
    • Ability to proficiently handle various projects at the same time


    SPECIFIC DUTIES:

    • Monitor department, unit and individual quotas
    • Responsible for client communication as it relates to performance and strategy
    • Provide routine reporting and feedback of collections results to Senior Leaders
    • Assume responsibility for daily activities of collection staff
    • Assure department and client work standards are being followed
    • Assure entire collection staff are compliant with client policies and procedures
    • Assure management and collection staff, are well trained
    • Identify areas of needed training and provide training
    • Follow-up on training monitoring for quality performance
    • Maintain optimum workflow throughout the division
    • Monitor work queues to assure they are being worked in priority and are kept up-to-date
    • Establish and monitor procedures for paperwork
    • Assure unit managers and collectors have necessary information.
    • Manage transferring of accounts being sent to management
    • Assure accounts transfer to the proper collection queues.
    • Maintain follow-up on high balance or problem accounts.
    • Provide collection assistance by occasionally talking with consumers
    • Help develop and implement department policies and procedures.
    • Assure the staffs’ compliance to corporate and departmental policies
    • Assure optimum departmental performance.
    • Provide needed counseling and/or discipline to employees.
    • Assure the best interests of the company are maintained.
    • Inform VP of Operations of policy or procedural infractions.
    • Consistently maintain a professional demeanor and image with clients and staff.
    • Fulfill other duties as assigned.


    COMPENSATION:

    • Salary commensurate with experience and past success
    • Relocation considered
    • Monthly performance/compliance bonus potential
    • Benefits include 401(k) match, paid time off, company subsidized health/dental/life insurance, tuition reimbursement program, short term disability, HSA and Tele-Doc

Job Information

  • Job ID: 58787241
  • Location:
    Houston, Texas, United States
  • Position Title: Director of Operations
  • Company Name: Confidential
  • Industry: Collection Agency Sales
  • Job Function: Operations
  • Job Type: Full-Time
  • Min Education: BA/BS/Undergraduate
  • Min Experience: 5-7 Years
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