Director, Collection Operations

Position Summary :

The Director of Operations is responsible to manage and direct all workflows and activities to obtain desired performance and results. Executing, measuring, and maximizing the short and long term plans for all designated departments.

Essential Duties & Responsibilities:

• Ensure all applicable PPMS Work Instructions, policies and procedures regarding activities are up to date and adhere to the policies.
• Reinforce and retraining on applicable PPMS work instructions, policies, procedures and forms with staff.
• Adherence to ConServe’s Professional Practices Management System (PPMS), Code of Conduct, and Compliance program.
• Ensure compliance with systems, collection technique, policies, and procedures and contractual requirements.
• Lead by example including adherence to schedule, achieving and exceeding goals.
• Lead by example by demonstrating a positive and enthusiastic attitude for others to follow.
• Develop and communicate weekly inventory strategies to achieve inventory penetration objectives.
• Ability to identify areas and personnel needing improvement and devise and implement with management approval solutions to improve overall process.
• Ensure that Managers are reinforcing Debt Counselor/Quality Service Associate daily activity objectives to ensure monthly objectives are achieved.
• Develop and train all Manager’s on current duties, responsibilities and activities to meet goals and fulfill requirements of position.
• Evaluate ROI on expenses to ensure departmental contribution objectives are achieved
• Analyze KPI trends to refine daily activity objectives as needed.
• Utilize RIO's for each category of employee on a regular basis to provide feedback, guidance, training and recommendations for improvement.
• Conduct interviews to select Manager candidates
• Complete special projects or initiatives by assigned due dates.
• Effective communication across all departments and levels of management.

Non-Essential Duties & Responsibilities:

• Other duties as assigned.

Education:

• High School or GED equivalent
• Associates, Bachelor’s or Master’s Degree or equivalent combination of education and experience preferred.

Skills/ Requirements:

• One (1) year of experience as a management level contributor
• Four (4) years of experience as a management level contributor strongly preferred
• Past work experience onboarding new Clients, collaborating with Clients and implementing action plans to meet Client Operational needs preferred.
• Recovery programs or call center management experience preferred
• Demonstrated ability to use and interpret data to improve operations and motivate staff for superior outcomes
• Advanced skills in all proficiencies required to be a successful collector
• Possess sufficient knowledge of recovery programs, payment methods and portfolio management applicable to specific receivables
• Ability to identify training and developmental needs as well as implement development schedules for employee growth and retention.
• Highly organized, proven ability to follow direction and collaborate with management
• Proven ability to multi-task and adapt to changing business needs
• Effectively communicate with staff and upper management for feedback regarding processes used in production
• Effectively communicate with other department managers and essential personnel (such as HR, Compliance, Finance)
• Talk-off and skip-tracing collection abilities.
• Adhere to all Professional Practices Management System
• Quick learner and adaptable to change and dependable and self- managed.
• Proven ability to multi-task, adapt to changing business needs, achieve goals and meet deadlines
• Proficient in most common computer packages, such as MS Word and Excel
• Ability to learn and navigate our internal ConServe Collection systems
• Ability to travel up to 15% of the time.
• Ability to work hybrid in the Fairport and/or Buffalo Office preferred.
• Ability to travel between ConServe’s offices as needed.
• U.S. Citizen or Permanent Resident with three or more years as a Permanent Resident in the United States.
• Ability to obtain and maintain Government Security Clearance
• Ability to obtain and maintain State Collections Licensure
• No conflicts of interest with ConServe or our Clients

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job except for periodic breaks pursuant to applicable law.

• Occasionally lift and/or move up to 25 pounds.
• Ability to sit or remain sedentary for your entire work shift (8, 9, or 10 hour shift)
• Ability to talk and listen on a phone or in person for your entire work shift (8, 9, or 10 hour shift)
• Ability to type on a computer for extended periods.
• Ability to stand up for your entire work shift (8, 9, or 10 hour shift).
• Ability to drive and fly

Reasonable accommodations may be made to the extent required under applicable law to enable individuals with disabilities to perform the essential functions of this position.

MISSION STATEMENT:
ConServe is dedicated to satisfying the needs of our Clients in a manner consistent with improving the human condition, and that will foster the development of long term mutually beneficial relationships with our Clients, our Employees, our Suppliers and Business Partners and the Community as a whole.

Disclaimer: The above job description is not a contractual or binding document; it is provided as a guide to the types of duties required to be undertaken. Duties may vary from time to time and this description is subject to review. Modifications will be made as needed to support changes in the business climate and requirements.

Continental Service Group, LLC, d/b/a ConServe endeavors to make accessible to any and all users. If you would like to contact us regarding the accessibility of our website or need assistance completing the application process, please contact our Recruiting Department at: 585-421-1000, extension: 7 or by emailing: [email protected].

Qualified applicants will receive consideration for employment regardless of age, race, color, religion, national origin, sex, sexual orientation, gender, gender identity/expression, genetic disposition, genetic markers/carrier status, disability, creed, veteran status, military status, status as a victim of domestic violence, marital status, familial status, pregnancy, childbirth and related medical conditions, and disability, conviction (limited) or other legally protected status.

ConServe is a Drug Free Workplace