SWBC is seeking a talented individual to provide leadership and oversight of collections operations and supervisory personnel to ensure department goals are achieved while maintaining compliance with applicable federal and state regulations, company values and quality standards.
Why you'll love this role:
As a Collections Division Manager, you'll coach and develop supervisors, drive operational excellence, improve employee engagement and retention, and lead continuous improvement initiatives in a fast-paced environment. This role offers the chance to make a meaningful difference by building high-performing teams, strengthening client relationships, and helping shape the future of a growing organization that values accountability, collaboration, and professional development.
Essential duties include the following:
- Coach, develop and train supervisors and staff involved with collections related activities by monitoring attendance and productivity, conducting performance evaluations, providing coaching and corrective action, and resolving employee relations issues.
- Achieve collection, productivity, quality and compliance goals through effective leadership and resource management.
- Accountable for the overall engagement, culture, and retention of assigned staff. Establishes and reinforces a high-performance, employee-focused environment by modeling organizational values, recognizing achievements, and implementing strategies that improve employee satisfaction and reduce attrition.
- Manage appropriate workload for Collections personnel, recommending schedules that optimize performance, customer contact timeframes, volume demands and workforce utilization with cost effectiveness.
- Maintains open communication with representatives of financial institution clients to ensure client expectations are met.
- Analyze operational, quality and employee performance metrics to identify trends, address performance gaps, and implement action plans that support departmental and client objectives.
- Reviews and recommends performance ratings, promotions, compensation adjustments, transfers and termination decisions for subordinate personnel.
- Ensures adherence to applicable federal, state, and client regulatory requirements, along with departmental goals, strategies, operational policies & procedures while fostering employee growth, development and consistent execution of the collections product.
- Leads and supports continuous improvement initiatives by identifying process inefficiencies, implementing solutions, and driving adoption of operational changes.
- Maintains a high level of engagement with all levels of personnel including front-line agents, supervisors, and peers.
Serious candidates will possess the minimum qualifications:
- Associate’s Degree in Business, Finance, or related field of study from an accredited college or university, or equivalent experience required.
- FDCPA certification required.
- Minimum of five (5) years managerial experience involving multi-team collection processes and procedures.
- Extensive knowledge of consumer laws and collections regulations including Fair Debt Collection Practice Act (FDCPA).
- Excellent interpersonal, organizational, and communication (both written and oral) skills.
- Excellent analytical and problem resolution skills.
- Able to work under stressful conditions while maintaining professionalism and enthusiasm.
- Working knowledge of personal computers to include MS Word and Excel.
- Able to sit for long periods of time analyzing, executing, updating, and validating business reports and/or collection accounts.
- Able to travel locally and/or to the United States.
Additional Information:
SWBC is a Substance-Free Workplace and requires pre-employment drug testing.
To learn more about SWBC, visit our website at www.SWBC.com. If interested, please click the appropriate apply button.
