The Recovery Manager is responsible for the day to day collection efforts on delinquent payments for consumer accounts within a charged off portfolio. They are responsible for supporting the management and analysis of the charged off portfolio to help ensure that collection efforts and strategies meet established KPIs and recovery objectives. They also provide support in managing relationships and objectives with third party collection vendors involved in collecting charged off accounts.
** Work schedule: Monday–Friday, 8:00 a.m.–5:00 p.m. CST. Occasional Saturdays may be required. **
Essential Functions
Manage, coach, develop, and train employees to achieve expected departmental results, while ensuring adherence to company policies and procedures
Coordinate activities of employees, to include dialer operation and/or list strategizing with the goal of maximizing collection efforts while also remaining efficient
Coordinate activities of third-party agencies when needed
Investigate, resolve, and respond to escalated issues
Manage business results by analyzing reports and any associated productivity, to include scorecard review with employees
Coordinate with members of management to develop/implement new strategies, process improvements, and procedures
Answer questions and take manager calls
Monitor employee attendance and schedule adherence
Assist in reviewing and approving bonus and subsequent payouts/payrolls
Collaborate with and assist with leading BPO partners
Compile and present monthly KPI results to Executive Level Leadership
Serve as a backup resource for the VP of Collections and Recovery and the Director of Repossession and Recovery, providing support as needed
Required Education and Experience
Bachelor’s degree in related field, or commensurate work experience required
5 years of Collections experience in increasingly elevated roles required
2 years of people management experience required
Financial industry experience preferred
Bilingual (English and Spanish) candidate beneficial
Attention to detail and accuracy required
Excellent verbal and written communication skills required
Proficient in the utilization of Microsoft Office Suite
Ability to thrive in a fast paced work environment
Physical Demands
While performing the duties of this job, the employee is frequently required to sit, stand, walk, visualize, talk, hear, and handle or touch objects or controls. The employee may occasionally lift, push, or pull up to 20 pounds.
This position is an office-based position where you must be able to sit for long periods of time. The employee will be working on a computer 90% of the time.