Collections Director

Pioneer Credit Recovery, Inc., a subsidiary of Business Processing Solutions, LLC is a nationwide leader in CX outsourcing solutions-Pioneer has provided compliant, compassionate, and intelligent customer service solutions to clients and their constituents for more than 40 years.

POSITION SUMMARY

The Collections Director is responsible for the management, oversight, efficiency and profitability of assigned departments and/or lines of business. The Collections Director is responsible for tactical management and the day-to-day collections operation. This position will ensure compliance with all rules and regulations governing collections. The Collections Director is responsible for evaluating, developing and implementing collection techniques that will generate higher productivity and revenues and will continually investigate and introduce process improvement measures. This position will direct and develop the senior manager level operational staff.

This position is contingent upon award of the Michigan Collections Contract

ESSENTIAL DUTIES AND RESPONSIBILITIES

Budgetary Responsibilities

• Measure performance and monitor budgets, revenue and margins to successfully meet established targets for the business
• Review collector and unit goals to support the competitive strategy
• Develop ICP plans to encourage maximum performance in key areas while managing the expense
• Analyze collection trends and performance to deploy resources to optimum utilization
• Reports progress and deficiencies to keep next level of management informed of any significant changes
• Examine existing business and clients to develop programs, strategies and contests which motivate staff and maximize revenue and returns

Personnel Management

• Directs a staff of senior collection managers to ensure accurate, timely and organized collections.
• Directs and educates the staff in compliance with various required regulations and customer contract requirements
• Assists senior management in establishing appropriate, uniform expectations and consequences regarding employee adherence to policies, practices and procedures
• Coaches and mentors staff and others within management/supervisory role for succession planning.
• Leads and directs a professionally competent staff of operations personnel
• Develops subordinates' skills and competencies by planning effective development activities related to current and future jobs, taking into consideration the individual's motivation, interests, current work situation and personal circumstances
• Utilizes participative management techniques to gain understanding and commitment of departmental and company objectives
• develops and implements effective communication tools and programs that will increase the value of the department and improve support throughout the organization

Client Management

• Ensure coordination and completion of all client requirements as it relates to operations.
• Build and maintain solid business relationships with key accounts and clients.
• Investigate and resolve client concerns in a timely manner.
• Maintain open lines of communication with other departments in order to proactively obtain knowledge of potential concerns which may impact clients.

Compliance

• Communicate with all internal and external customers to limit compliance related issues
• Knowledgeable of internal formal and informal client audit process aimed at discovering program inequities and focuses on development of staff and quality control
• Researches and responds to external client audits as directed
• Develop and execute action plans to correct any deficiencies identified
• Partner with all internal and external customers to ensure that all contractual needs are being maintained
• Ensures compliance with federal, state and local collection laws and regulations, including FDCPA and FCRA
• Interprets company policies to employees and enforces company policy and practices
• Examines and analyzes collection data to determine root cause of issues and implements policies and practices to limit reoccurrences
• Examines and analyzes collection data to ensure proper recording of transactions and compliance with applicable laws
  Adhere to all Company Policy & Procedure as well as DMO Compliance requirements

Other duties as assigned

DECISION-MAKING LATITUDE

• Relies on experience and judgment to accomplish assigned goals for specific area of responsibility
• Has authority to formulate, affect, interpret, or implement management policies or operating practices
• Makes decisions that affect assigned areas of operations to a substantial degree
• Evaluates staff regarding performance and career development
• Makes decisions and/or recommendations concerning hiring, firing, advancement, promotion, or other changes of status for employees under his or her supervision
• Makes recommendations regarding the design of ICPs and goals within assigned area of responsibility
• Makes decisions regarding daily workflow strategies as well as campaign management
• Makes decisions regarding allocation of FTE's within teams
• Makes decisions regarding inventory control and distribution within teams

EDUCATION / EXPERIENCE / SKILLS

• High School Diploma or GED from an accredited institution required
• Bachelor's degree in business, finance, or related field required
• Additional equivalent experience exceeding the required minimum may substitute for the specified level of education
• Minimum of 5 - 7 years of collections industry experience including 3 - 5 years of senior management experience or must have completed a company approved or sponsored Leadership Development Program relevant to this position.
• Established in managerial leadership and supervisory training
• Experience in problem solving, presentations, conflict resolution
• Experience with budgeting, forecasting, modeling and have good analytical skills
• Presentation/public speaking experience in small or large group settings
• Knowledge of FACS system
• Bachelor's degree and/or continuing professional education preferred
• Must be able to analyze financial information and provide recommendation based on analysis
• Time management
• Ability to work in fast paced atmosphere
• Must have a team-oriented philosophy in accomplishing department goals
• Must have strong verbal and written communication skills for communication with all levels of staff
• Must be able to multi-task
• Must be able to stay organized while working on multiple projects
• Ability to develop long-term plans and programs and to evaluate work accomplishments
• Ability to apply and adapt practices and techniques to the special requirements of senior management
• Proficient PC skills in the Microsoft product line including Word and Excel
• Have a willingness to relocate to other facilities
• Must read, write, speak fluent English, and be able to comfortably and correctly converse with all levels of staff, prospects, clients and professional advisors
• Expert knowledge of federal, state and local legislation including FDCPA, FCRA
• Working knowledge of collection systems included but not limited to predictive dialers, inventory/queue management, reporting packages via data warehouse/crystal reporting, skip trace tools

PHYSICAL DEMANDS/WORKING CONDITIONS

• Office Environment
• A portion of the work is typically conducted in a standard office setting, involving computer work, paperwork, and meetings
• This includes tasks like data entry, report writing, and communication

SUPERVISORY RESPONSIBILITIES

• Responsible for the day-to-day supervision staff members, including task delegation, performance evaluation, and professional development

COMPENSATION & BENEFITS

Business Processing Solutions, LLC offers a professional environment, stability, upward mobility, and a wide breadth of benefits.

ADDENDUM

• Director must be onsite in the Michigan office 5 days per week
• Director will work closely with the Michigan Project Manager and ensure optimal staffing
• Director will work hand in hand with the Michigan Project Manager to ensure all expectations are achieved

Disclaimer: The above statements are intended to describe the general nature and level of work being performed by employees assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All employees are required to perform duties outside their normal responsibilities from time to time, as needed. The Company reserves the right to modify this description in the future, with or without notice to the employee. This job description does not create an employment contract, implied or otherwise, and employment with the Company remains at will. These responsibilities are subject to possible modification to reasonably accommodate individuals with disabilities.