Manager, Collections

Address: 322 Rhett Street, Greenville, South Carolina, United States - 29601

Purpose Financial, Inc. is an innovative consumer financial services company that offers a diverse suite of credit products, promoting financial inclusion and meeting consumers wherever they are. Through its brands, the company is committed to helping customers achieve their version of financial stability in the moment and in the future. Since 1997, Purpose Financial has been a pioneer in the consumer credit and financial services market offering money solutions in over 800 storefronts locations and online lending. Providing services in over 23 states, Purpose Financial employs over 2,500 team members.

At Purpose Financial we are always on the lookout for motivated individuals who share in our values of mutual respect to join our team of outstanding professionals.

We Offer

• Competitive Wages
• Health/Life Benefits
• Health Savings Account plus Employer Seed
• 401(k) Savings Plan with Company Match
• 3 Weeks of Paid Parental Leave
• 11 Company Paid Holiday's
• Paid Time Off including Volunteer Time
• Vacation Carryover
• Tuition Reimbursement
• Work-Life Balance
• Business Casual Environment
• Rewards & Recognition Program
• Employee Assistance Program
• Office in downtown Greenville that offers free parking, onsite gym, free snacks/drinks (for those working onsite or hybrid)
  
  

To learn more about Purpose Financial visit Purpose Financial Website.

Position Summary

The Manager of Collections reports to the Senior Manager of Collections and is responsible for coaching, developing, and mentoring Team Leads and Supervisors through learning and training opportunities that support development, retention and refinement of necessary skills, knowledge, and expertise. Promote awareness and understanding of client initiatives to positively impact collection capabilities. The Manager will also support the Sr Manager re-engineer existing practices to eliminate low or no value activities and ensure efficient workflows that do not create bottle necks or rework. This role will oversee 1 or more Supervisors as well as support all Team Leads and Support Teams. In addition to reporting directly to the Sr Manager of Collections the role of Manager of Collections will work closely with Divisional Director of Operations, Branch Managers, IT, Training, Treasury and other collection and operational Departments and their peers as required. The Manager will be responsible for ensuring the dialer campaigns are executed and performing as expected and will work with the Dialer Operator on an ongoing basis. The Manager will act in the absence of the Sr Manager and ensure Collections operations run smoothly.

Job Responsibility

• Manage a team of collection professionals (supervisors, team leads and agents) to include, but not limited to, motivating a team to reach/exceed performance goals, reporting, and controlling expenses.
• Execute directly and through the supervisors to ensure the department is managing performance and teams and agents are achieving their targets or acting where they are not achieving their targets.
• Mentor and lead a team of Supervisors, Team Leads and Collection agents. This includes regular call reviews followed by feedback and coaching sessions, as well as working directly with the QA department to deliver coaching as required.
• Through monitoring and tracking of specific KPI provide oversight on branch team collection performance.
• Complete PMT’s for collection agents and deliver coaching and feedback for continued improvement.
• Manages performance, development, training, staffing, scheduling, and other administrative responsibilities as directed.
• Works closely with the product and dialer teams.
• Deliver continuous product or service quality by proactively suggesting and implementing strategy changes and process improvements.
• Drives Collections Department procedures for team to execute with excellence.
  
  

Job Responsibilities Cont.

• Identify solutions, successes, and opportunities to evolve the collection team proficiency and effectiveness. Creates individual strategies to improve the performance of the Collections Team.
• Manage the collection’s dialer strategies, list building, real-time management of campaigns, end of day closing and reporting. Build and maintain partnership with dialer operators.
• Personally manage, follow up and resolve customer escalations, complaints and questions.
• Demonstrates situational awareness with a strong sense of urgency by responding immediately to escalated issues and rapidly changing priorities.
• Maintain and ensure Collection employees and Collection daily procedures are compliant with all impactful laws and statutes. (CFPB, FDCPA, State Restrictions, etc.)
• Coordinate issue resolution for all levels of escalated issues including those identified by customers, management, the Field, and customers.
• Successfully fulfill supervisory responsibilities on special projects concerning Collections.
• Represent the organization in various meetings with clients and management team, ensuring that department performance is aligned with client, management, and corporate goals.
• Oversee the administration of daily team meetings to discuss daily, weekly, and monthly team/individual collection objectives.
  
  

Education Required

Bachelor’s degree required, or the equivalent combination of education and experience.

Experience Required

3+ years of Collections experience with 1+ years of managing collection teams and call center operations.

Knowledge Required

Excellent written and verbal communications skills; adaptability and flexibility to changing environment; and comfortable working in a dynamic, high volume, fast-paced environment. Proficiently operate all business-related computer programs required to complete job functions; ability to interact professionally and exhibit exceptional negotiation skills. Must possess ability to lead both in authority and influence across the department. Must have strong analytical and critical-thinking abilities to assess, interpret, and act on data. Possesses knowledge of speaking to audiences of various levels of an organization. Can present information concisely with precision and data-driven decisions or recommendations. Ability to understand and ensure compliance with policies, procedures, and laws governing our industry/business and products. Must be able to multi-task, be organized, set priorities, meet deadlines, and take pride in one’s work. May need to be available for after-hours calls, meetings, or emergencies as required to successfully meet business needs. Other duties as assigned.

Physical Requirements

Sitting for long periods of time; standing occasionally; walking; bending; squatting; kneeling; pushing/pulling; reaching; twisting, driving and having access during the workday to an insured and reliable transportation; typing; data entry; grasping; transferring items between hands and/or to another person or receptacle; use of office equipment to include computers; ability to travel to, be physically present at, and complete the physical requirements of the position at any assigned location.

Competencies

Building Effective Teams

Collections Knowledge

Adaptability

Integrity

Customer Advocacy

Interpersonal Skills

Process and Organizational Management

Results/Accountability

Inclusiveness

Travel

0 – 10%

Attire

Business Casual

Other

Must be eligible to work in the USA and able to pass a background check.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or disability.

Requisition ID: 44650

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