|Title||Consumer Collection Manager – 1776|
Manage and develop staff while handling complex collection matters, customer complaints and service issues. Responsible for reporting and acting upon any customer service/ compliance trends found in customer escalations or daily operations to Collection Center management. Has the authority to make policy exceptions to ensure customer satisfaction. Possesses an advanced level understanding of the FIS tools and services and various other online service tools for the accurate administration of customers’ accounts. Assist with vendor selection and RFP process when necessary for new technologies. Manage a team of Collection Representatives. Ensures a superior level of customer service by monitoring customer calls and other requests, ensuring team members are following the appropriate service standards and compliance requirements when dealing with Bank customers. Manages performance deficiencies and regularly provides both formal and informal feedback to Collectors.
|Qualifications & Requirements||
5+ yrs. Call Center or Collections experience, with a strong servicing background preferred. 4 yr. degree or related knowledge/skills base gained through experience. Proven management skills with excellent communication, organizational, and interpersonal skills required. High level of knowledge of collections technologies, compliance and Microsoft applications. Bi-lingual skills desired, but not required.
|Education||4 yr. degree MBA +|