Coast Professional, Inc. · 1 week ago
Manager of Operations
Perry, New York, United States
Full-time
Onsite
Mid Level
$65K/yr - $70K/yrCoast Professional, Inc. is a company focused on managing collections, and they are seeking a Manager of Operations to oversee and direct employees in this domain. The role involves managing performance, coaching staff, ensuring compliance with regulations, and preparing reports to meet productivity and collection goals.
Financial ServicesInsurance
Responsibilities
Manage assigned consumer care employees performance to ensure a balance of optimum productivity, collection and budget goals are met at all times
Continually assess goals and recommend actions to be taken if goals are not being met; participate in the assessment of procedural changes, implement any changes, track and report results in order to enhance collection efforts
Coordinate activities with other departments and management staff to achieve optimum production and utilization of consumer care employees while adhering to department goals, standards, and objectives
Guarantee the availability of consumer care employees to answer procedural questions and/or escalate calls to management in situations out of employee’s control
Ensure employees receive continuous development training after initial training has been completed in order to improve their ability to perform job duties
Supervise the development of employee appreciation and recognition programs and/or activities for assigned consumer care team
Continually keep up-to-date on system changes or system documentation methods, and ensure consumer care employees are trained accordingly
Make certain all applicable federal, state and local laws and regulations are followed by assigned consumer care employees at all times
Proactively oversee the activities involved in quality resolution of performance and profitability issues relating to assigned consumer care staff and clients
Escalate to management any situation outside the employee's control that could adversely impact the service provided
Identify any obstacles to providing the highest quality customer service and communicate constructive feedback to management
Regularly review feedback concerning overall performance levels to determine recurring problems and recommend improvements aimed at reducing future occurrences
Conduct regular status meetings with each direct report; discuss activities, projects, and planning issues
Evaluate current level of effectiveness, initiative, and responsiveness
Provide continuous coaching and training
Coach, develop, counsel, and mentor subordinates to achieve quality performance
Set priorities to assist assigned staff with establishing and attaining career development goals
Provide ongoing training, when necessary, maintaining industry, department and company standards
Thoroughly prepare for and professionally conduct timely performance appraisals of direct reports
Maintain a current performance file for each direct report
May review monthly appraisal status reports ensuring staff is held accountable for timely and quality appraisals
Ensure that employee training is effectively conducted for all positions throughout assigned area of responsibility utilizing appropriate combinations of formal, informal, one-on-one, and on-the-job training
Know and support goals and complaint investigation procedures and ensure that management is made aware of problems or issues
Ensure that all subordinate staff are properly trained and ensure Coast Professional, Inc.’s policies and procedures are followed
Track Attendance & Punctuality
Manage day-to-day collection activities ensuring adherence to departmental policies and procedures
Depending on area of responsibility, Managers of Operations may be accountable for any of the following areas: assign employees responsibility for investigating and verifying financial status of prospective customers and preparing documents to substantiate findings
Assign responsibility for investigation of fraud cases and possible legal action and collection for delinquent accounts
Establish and update customers' credit activities
Review collection reports to ascertain status of collections and outstanding balances and to evaluate effectiveness of current collection policies and procedures
Audit delinquent accounts considered to be uncollectible to ensure maximum efforts have been exhausted before assigning bad debt status to account
Coordinate with others, including staff in company branches and credit card companies, to exchange information and update controls
Submit delinquent accounts to attorney or outside agency for collection
Compile and analyze statistical data on fraudulent use of credit cards to develop procedures designed to prevent future abuses
Assist management in the formulation of policies
Prepare and update reports in a timely and accurate manner
Conduct research and compile data for report preparation, resolving any discrepancies with data
May prepare customized reports on a variety of collection and accountability issues
Establish a good working relationship with team members and department contacts in order to maintain and continuously strive to improve the level of overall service being provided
Assist with performing quality review of services being provided and department interactions by escalating work flow and communication issues to superiors to help identify trends indicating the need to revise existing methods and procedures
Respond to inquiries about reports, procedures, and other processes to ensure continuity
Qualification
Required
High School Diploma or GED required
Associates degree from an accredited college with major course work in business administration or related field preferred. Equivalent work experience in a similar position may be substituted for educational requirements
Experience in collections or related profession required
Knowledge of collection practices
Knowledge of collection software/databases
Principles and practices of customer service
Report preparations and techniques
Proper telephone etiquette
Modern office procedures, methods, and computer equipment
Demonstrates knowledge of FDCPA regulations
Provide leadership to and coordinate the activities of assigned staff
Good verbal and written communication skills
Handle multiple concurrent tasks
Maintain appropriate records and compile information for reports
Deal tactfully and courteously with clients or customers
Good organizational skills and attention to detail
Establish and maintain cooperative working relationships
Principles of supervision, training, and performance evaluation
Work independently in the absence of immediate supervision
Analyze problems, identify alternative solutions
Certificate and passing grade of FDCPA
Various state licenses as needed
Successfully pass pre-employment (post offer) background check
This position requires that you not be delinquent on or in default status on any student loans
This position requires you are eligible to be licensed as a collector in certain states
Preferred
Supervisory experience preferred
Experience with student loan contracts preferred
Benefits
11 Paid Holidays
401(k)
401(k) matching
AD&D insurance
Dental insurance
Disability insurance
Employee assistance program
Flexible schedule
Health insurance
Life insurance
Paid sick time
Paid time off
Paid training
Referral program
Vision insurance
Company
Coast Professional, Inc.
Coast Professional is a financial services company providing debt collection services.
Founded in 1976
501-1000 employees
Funding
Current Stage
Late StageLeadership Team
Jonathan Prince
Chief Executive Officer
Micah Pulliam, CPA
President & Chief Financial Officer
Company data provided by crunchbase