Onsite Operations Manager - Student Loans (Phoenix, AZ)

RiseMe; Phoenix (AZ); On-site; USD 55,000 - 65,000; Full time

Benefits offered by this job

Paid training

Team environment

Growth opportunities

Medical benefits

Dental benefits

Vision benefits

401k with match

Paid time off

Paid holidays

Job summary

Transworld Systems, Inc. is hiring onsite in Phoenix for a QA/Operations role focused on quality assurance of collector calls and performance coaching. Shift is 12pm–9pm PST, with a compensation range of 55–65k plus monthly bonus.

The work environment emphasizes training, teamwork and growth opportunities within a long‑standing customer‑facing operation. You’ll review performance, mentor staff, conduct interviews, and help maintain high production standards while ensuring compliance with FDCPA

Qualifications

• High School Diploma or GED required.
• Associates or bachelor’s degree preferred.
• 2 years of collections experience required.
• 4 years of collections experience preferred.
• 2 years of managerial experience in collections preferred.
• Excellent written and verbal communication skills.
• Strong negotiation and leadership abilities.
• Must maintain confidentiality and high ethical standards.
• Proficient in Word and Excel.

Responsibilities

• Conducts quality assurance on Collector phone calls and provides feedback.
• Perform collector file reviews and develop corrective action plans.
• Analyze daily collection results and ensure production goals are met.
• Manage staffing ratios to meet file results.
• Provide ongoing training and mentoring to Collectors.
• Monitor, evaluate and manage collector file flow.
• Provide semi-annual reviews and quarterly feedback to leaders and staff.
• Assist the Director of Operations with admin duties and reports.
• Conduct interviews and meet QA objectives.
• Aim for top-quartile performance and client MR targets.
• Recommend process improvements and implement changes.
• Perform other duties as assigned by management.

Skills

Communication

Negotiation

Leadership

Time management

Discretion

Education

High School Diploma or GED

Associate or Bachelor’s preferred

Tools

Microsoft Word

Microsoft Excel

FDCPA knowledge

Job description

Overview

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

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.

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.