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Smith Debnam Attorneys at Law - Raleigh office

Collections Manager

Location: Raleigh, NC

The Collections Manager will primarily be responsible for managing a team of collection agents and administrative staff. This position will also monitor collections to forecast potential revenue and establish department goals.

Essential Duties and Responsibilities:

  • Manage, lead, and motivate a team of collection agents and administrative staff.
  • Partner with Human Resources to oversee the training and development of the team.
  • Evaluate staff performance by reviewing agent/consumer calls, production numbers, and collection processes for compliance.
  • Provide continuous feedback regarding performance and compliance to direct reports.
  • Monitor, develop, and implement collection strategies, such as dialer, manual call, and letter campaigns.
  • Forecast weekly potential collection revenue for client reporting and establishing department monthly goals.
  • Resolve escalated consumer disputes and/or complaints.
  • Manage compliance of state and federal consumer protection laws and regulations such as FCRA, FDCPA, UDAAP, and TCPA.
  • Prepare and participate in client audits of collection processes and compliance.
  • Evaluate current collection policies and procedures for compliance and efficiency.

Knowledge, Skills, and Abilities:

  • 5+ years’ experience successfully managing a staff of 15 or more employees.
  • Bachelor’s degree in business or related field.
  • Understanding of the legal process is a plus.
  • Prior law firm or financial services experience is a plus.
  • Understanding of state and federal consumer protection laws.
  • Strong ability to analyze and problem-solve.
  • Ability to demonstrate collections negotiation.
  • Proven ability to achieve monthly revenue quotas.
  • Experience training and developing teams.
  • Proficient and knowledgeable in creating advanced-level Excel Reports.
  • Ability to work in a team environment.
  • Excellent verbal and written communication skills.