T&I Collections Manager

What you'll be doing: Provide leadership and direction for all activities related to collections including increasing customer contact, reducing losses, and resolving complex customer issues and enabling accomplishment of production goals. Analyze teams operation and financial performance and make decisions, identify and facilitate initiatives to maximize collection effectiveness, meet production goals, and ensure quality management of customer relationships. Give and receive performance feedback from subordinates. Perform monthly and annual performance evaluations and team development activities. Provide coaching to staff members in areas of developmental need, initiate and promote individual and team developmental activities. Respond over the phone to escalated customer issues. Identify, develop, and recommend procedural and policy changes to meet standards, goals, and cost efficiencies.

What your background should be: Minimum 2 years of leadership in a collection and call center environment experience. Demonstrates decision making and strong negotiations and problem solving skills. Ability to mitigate downwards trends and implement changes towards fast improvement. Knowledge of call center and workforce management concepts and tools. Negotiations and problem solving skills.

Who is the client company: This company provides mortgage lender services.; If you are interested in this position, send your resume to apply@kochdavis.com