Onsite Operations Manager - Student Loans (Phoenix, AZ)

TSI - Transworld Systems Inc.; Phoenix (AZ); On-site; USD 55,000 - 65,000; Full time

Benefits offered by this job

Medical, dental and vision

401k with employer matching

Paid time off

Paid holidays

Job summary

Transworld Systems, Inc. is seeking a quality assurance and operations leader for our Phoenix team. The role focuses on evaluating collector calls, coaching staff, and ensuring adherence to FDCPA and state laws while driving performance optimization.

The position requires strong communication and leadership, with a track record in collections and confidentiality. Onsite work in Phoenix with a supportive benefits package is offered.

Qualifications

• HS Diploma, GED or equivalent required.
• Associates Degree or equivalent; bachelor’s degree preferred.
• 2 years of collections experience required.
• 4 years of collections experience preferred.
• 2 years managing a team; prior leadership in collections ideal.
• Knowledge of FDCPA and state collection laws ideal.
• Strong written and verbal communication; high confidentiality.

Responsibilities

• Conducts quality assurance on Collector phone calls and provides actionable feedback.
• Reviews collector files and administers corrective action plans.
• Analyze daily collection performance and guide staff to meet goals.
• Manage staffing ratios to achieve file targets.
• Provide training and mentoring to Collectors.
• Monitor and optimize collector file flow and performance.
• Deliver semi-annual reviews and quarterly feedback to teams.

Skills

Managerial experience

Collection industry knowledge

Negotiation

Communication skills

Leadership

Confidentiality

Microsoft Word & Excel

Education

Associates Degree or equivalent

Bachelor’s degree preferred

Tools

Microsoft Word

Microsoft Excel

Job description

Overview

Transworld Systems, Inc. is an industry leader, customer-first provider of customer relationship outsourcing services, accounts receivable management, loan servicing and legal services for many of the world’s leading companies. We have over 50 years of experience in handling customer contacts and interactions across a broad spectrum of industries.

Work Location

This is an onsite position at our Phoenix, AZ location.

Shift

This position will work 12pm - 9pm PST.

Compensation

55-65k annually plus monthly bonus

Why should you consider TSI?

• Paid training
• Team-oriented work environment
• Growth opportunity
• Comprehensive benefits package available: including medical, dental and vision, 401k retirement plan with employer matching, paid time off and paid holidays!

Responsibilities

• Conducts, evaluates and provides feedback regarding quality assurance on Collector phone calls
• Performing Collector file reviews and develop/administer corrective action plans
• Analyze daily competitive collection results and provide feedback to ensure Collectors meet daily production goals
• Manage collector staffing ratios to meet collection file results
• Provide on-going training and mentoring Collectors
• Monitoring, evaluating and managing the collector file flow
• Provide semi-annual reviews and quarterly feedback to Team Leaders and Collectors.
• Assist the Director of Operations with administrative duties and reporting
• Conduct interviews
• Meet Quality Assurance Objectives
• Achieving and maintaining top quartile performance amongst competition
• Achieve assigned client/group MR 90% of the Year
• Make recommendations to implement improved processes
• Perform other duties as assigned by management

Qualifications

• High School Diploma, GED or equivalent required
• Associates Degree or equivalent relevant work experience, bachelor's degree preferred
• 2 years of previous collections experience required
• 4 years of previous collections experience preferred
• 2 years successful track record as a manager, preferably in a collections environment
• Two years of collections experience preferred, with thorough knowledge of FDCPA and state collection laws.
• The ideal candidate must possess excellent written and verbal communication skills.
• Must possess strong negotiation, leadership and managerial skills.
• Also requires a high degree of confidentiality.
• Must possess excellent computer skills to include: knowledge of Microsoft Word and Excel.
• Strong work ethic that exhibits high ethical and moral standards
• Collections systems knowledge a plus
• Must be able to communicate effectively, manage time effectively to ensure production standards are always maintained

Physical Requirements

• Normal, corrective vision range; ability to see color and to distinguish letters, numbers and symbols
• Frequently required to sit, stand, walk, talk, hear, bend and reach
• Ability to reach with hands and arms
• Occasionally lift and/or move up to 30lbs

Work Conditions

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. You are acknowledging that you can perform the essential functions with or without a reasonable accommodation. The noise level in the work environment is usually moderate. The work environment is primarily indoors. The position requires little to no travel.

This job description is not an exclusive or exhaustive list of all job functions that a team member in this position may be asked to perform. Duties and responsibilities can be changed, expanded, reduced or delegated by management to meet the business needs of the company.

We provide Equal Employment Opportunity for all individuals regardless of race, color, religion, gender, age, national origin, marital status, sexual orientation, status as a protected veteran, genetic information, status as a qualified individual with a disability and any other basis protected by federal, state or local laws.