Recovery Operations Manager

 Essential Responsibilities:

  • Manage, lead and motivate a 20 person collection team of agents and administrative staff
  • Select and 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
  • Create and/or revise collection policies and procedures for compliance and efficiency

Knowledge, Skills, and Abilities Required:

  • 5+ years experience successfully managing a staff of 15 or more employees
  • Bachelor’s Degree in Business or related field
  • 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 with creating advanced level Excel Reports
  • Ability to work in a team environment
  • Excellent verbal and written communication skills
  • Understanding the legal process is a plus
  • Prior law firm or financial services experience a plus
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