Collections Operations Manager

American Financial, is an affiliate of American Car Center. At American Car Center, we are here to serve and partner with good people with credit problems. This is our focus and passion. However, this passion cannot be sustained without employing the best people. We currently have an exciting opportunity to join our team as a
Operations Manager to service our large and growing portfolio.

The Operations Manager is responsible for reducing delinquency and charge-off on automobile loans by leading a team of 3-5 exempt and up to 50 non-exempt, collections representatives. In this role, you will provide leadership and oversight to set daily strategies, monitor productivity, coach, develop and motivate a team to achieve departmental goals.

Duties & Responsibilities

• Provide direction, planning, leadership and overall management of the collections function.
• Manage day-to-day collections operations including performance goals/metrics for the department.
• Perform full range of leadership responsibilities which may include but not be limited to recruitment and selection, training and development, performance management, timekeeping, and employee engagement
• Maintain and create quality measures, departmental standards and service levels.
• Foster an environment of innovation and continuous improvement in performance, quality, and customer service.
• Act as the primary contact on customer issues that are complex and/or require escalation.
• Conduct call monitoring process for quality assurance, customer service, and training purposes.
• Monitor, review and analyze reporting metrics.
• Maintain established objectives for delinquency, repossessions and net losses; stay informed of changes in policies and procedures.
• Adhere to all state and federal laws in the handling of accounts.
• Maintain strict confidentiality with company information.

Requirements

• Bachelor’s degree preferred.
• Minimum 5 years management/supervisory experience in collections or call center environment including minimum 1-year experience managing exempt employees.
• Excellent verbal and written communication skills
• Proficient computer skills with the ability to analyze data and translate into meaningful actions
• Ability to work under pressure in a fast-paced work environment
• Must be self-directed, organized, and detail-oriented
• Knowledge of state and federal collection laws