 Act as 2nd level of communication for agency issues, performance issues; and system issues for all 3rd party groups.
 Provide suggestions for new collection strategies, including file placements, incentive/pay structure, monitoring activities and letter/email campaigns.
 Continuously review performance metrics of agencies, including liquidation targets, new placements, monitoring/audit results, etc. Suggest new initiatives/strategies in the effort to move towards continuous improvement.
 Conduct remote monitoring of external agencies as necessary.
 Complete weekly and monthly reports and presentations on current and future initiatives within the External Services Debt department and as appropriate in other Operations Meetings.
 Document and communicate weekly and monthly performance issues to agencies and expectations for performance improvement.
 Complete monthly evaluations for each agency, with complete and accurate documentation of activities and performance conducted throughout the prior month.
 Review internal and external reports for trends/issues between agencies or at individual locations and address as needed.
 Create, maintain and update External Debt Agency Handbook quarterly.
 Review daily agency reports; communicate issues/trends as appropriate to upper management and agencies.
 Travel to external agencies to review trends, audit, conduct due diligence and identify issues annually, at minimum.
 Participate in meetings with executives as required.
 Other duties as assigned

 

 4 year degree or equivalent experience
 Collections Management experience, 3 years minimum
 Consumer debt experience
 Network management experience – attorney, agency or both
 Working knowledge of FDCPA/SDCPA and all other applicable federal and state laws
 Excellent written communication skills
 Excellent verbal communication skills
 Flexibility to adapt well to change
 Knowledge of Outsourcing activities and vendor negotiations.
 Excellent decision making and problem solving skills
 Excellent organizational skills and attention to detail
 Ability to prioritize, multitask, and meet critical deadlines
 Must maintain a high level of professionalism and confidentially at all times, in all situations
 Must be highly dependable, independent and responsible
 Ability to communicate effectively with all levels of management and staff, both internally and externally, written and verbal
 Proficient in MS Word and Excel, including development of detailed spreadsheets
 Ability to work various shifts
 Regular travel required