Collections Manager

Navient; Seattle (WA); On-site; USD 52,612 - 64,304; Full time

Job summary

Navient seeks a Unit Collections Manager to lead a team toward a revenue target, ensuring compliance with policies and FDCPA. The role focuses on planning, training, evaluating, and directing staff to achieve maximum collection results for the company and its clients.

The position requires supervisory experience, knowledge of FDCPA, and strong leadership, analytical, and communication skills. Minimum salary is $58,458.40 with an October 2024 expected start date.

Qualifications

• Minimum of one year of collection experience and/or bank experience in default prevention
• Two years preferred
• Knowledge of the FDCPA is required
• PC experience in a Windows environment and Microsoft Office proficiency

Responsibilities

• Achieve assigned unit goals
• Assist with 2nd talk-offs and resolve debtor complaints
• Set daily production goals for team and staff
• Ensure staff adheres to company policies and procedures
• Enforce company policies consistently
• Coach and counsel fairly and consistently
• Schedule staff to insure coverage
• Review timesheets for approval/denial
• Review leave requests for approval/denial
• Maintain accurate record keeping for all assigned staff
• Develop collector agenda and ensure collectors are following it

Skills

Leadership experience

Analytical skills

Communication skills

Mathematical skills

Education

Some College Courses in Business/Finance/Management

ACA Collector Certificate preferred

Tools

Windows PC experience

Microsoft Office products

Job description

Job Summary

The unit collections manager is responsible for a team revenue target, overseeing an assigned business unit and ensuring staff compliance with policies, procedures, laws and regulations. This includes planning, training, motivating, evaluating, analyzing, preparing monthly report cards and directing a team while ensuring compliance with the FDCPA and achieving maximum collection results for the company and its clients.

Minimum Salary: $58,458.40

Expected Start: October 2024

Essential Job Functions

• Achieve assigned unit goals
• Assist with 2nd talk-offs and resolve debtor complaints
• Set daily production goals for team and staff
• Ensure staff adheres to company policies and procedures
• Enforce company policies consistently
• Coach and counsel fairly and consistently
• Schedule staff to insure coverage
• Review timesheets for approval/denial
• Review leave requests for approval/denial
• Maintain accurate record keeping for all assigned staff
• Develop collector agenda and ensure collectors are following it

Training and Development

• Conduct weekly staff meetings to discuss complaint prevention and training topics
• Provide effective, useful feedback to collectors by reviewing files and promise sheets
• Counsel collectors and if necessary, carry out corrective action
• Conduct performance reviews / report cards
• Cross train to ensure effective operations

Analyses and Reporting

• Provide accurate projections and forecasts for team
• Track collector progress daily and provide any information requested by management
• Maintain NSF log
• Track competitive contracts
• Process bonus calculation sheets

Interviewing and Selection

• Conduct interviews for collector positions following all state and federal guidelines
• Select qualified candidates for collector and supervisor positions with guidance from Sr. Collections Manager

Compliance

• Review collector files to assure accounts are being worked within company, client, state regulations, and federal regulations
• When necessary, monitor collector phone calls to ensure compliance
• Conduct training sessions to review company and client requirements as well as state and federal regulations

Minimum Requirements

• Some College Courses in Business, Finance, Management, or related field (additional equivalent experience above the required minimum may substitute)
• A minimum of one year of collection experience and/or bank experience preferably in default prevention, two years preferred
• Minimum of six months of supervisory experience preferredLeadership experience
• Knowledge of the FDCPA
• ACA Collector Certificate preferred
• PC experience in a windows environment
• Knowledge of Microsoft Office products

Preferred Requirements

• Third party collection experience preferred
• Knowledge of student loan industry preferred
• Working knowledge of federal, state and local law, regulations and rules concerning collections (FDCPA, Privacy Act, FCRA)
• Excellent leadership and motivation skills
• Ability to supervise the work of others
• Demonstrate effective decision-making skills
• Excellent mathematical and analytical skills
• Effective written and verbal communication skills
• Ability to meet aggressive daily, weekly, and monthly production and quality goals
• Strong organizational skills and the ability to meet tight deadlines
• Ability to assimilate large amounts of data and draw a logical conclusion from it