Onsite Operations Manager - Student Loans (Phoenix, AZ)

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

Benefits offered by this job

Paid training

Team environment

Growth opportunities

Benefits package including medical,

Job summary

Transworld Systems Inc. in Phoenix, AZ is seeking a Quality Assurance Manager for our onsite team supporting collections operations. You will lead evaluation of Collector calls, develop corrective actions, and mentor staff to improve daily performance.

The role emphasizes maintaining top-tier QA standards, meeting client requirements, and guiding the team toward MR90% targets. Requires 2+ years in collections and prior supervisory experience; FDCPA knowledge is a plus.

Qualifications

• High School Diploma or GED required.
• 2 years of previous collections experience required.
• 2 years of previous management experience preferred.
• Knowledge of FDCPA and state collection laws is preferred.
• Excellent written and verbal communication skills required.

Responsibilities

• Conducts, evaluates and provides feedback regarding quality assurance on Collector phone calls.
• Performing Collector file reviews and developing/administering 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.
• Monitor, 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.

Skills

Communication

Negotiation

Leadership

Management

Education

High School Diploma or GED

Associate's Degree preferred

Bachelor's Degree preferred

Tools

Collections systems

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.