Coast Professional, Inc.
Job Details
Location: 300 Gleed Ave, East Aurora, NY 14052.
Job Type: Full-time
Number of Openings: 1
Pay: Annual salary $60,405.80.
Job Summary The Manager of Operations works with and directs employees with regard to collections. The Manager of Operations is responsible for all High‑Risk transactions as defined by the Department. The Manager of Operations is responsible for their actions and the actions of all team members reporting to them. The Manager of Operations is responsible for managing assigned consumer care employees’ performance to ensure a balance of optimum productivity and collection goals and budgets are met; coach, develop and counsel subordinates to achieve quality performance, providing ongoing training when necessary; manage the activities involved in quality resolution of performance and profitability issues relating to assigned consumer care employees, and elevate to management any situation outside the employee’s control that could adversely impact the service provided; prepare and update reports in a timely and accurate manner ensuring deadlines are met.
Responsibilities
Leadership : Proactively manage the activities of assigned consumer care employees by ensuring the following functions are efficiently performed in a quality‑oriented environment reflecting company values.
Collection Functions :
Manage assigned consumer care employees’ performance to ensure a balance of optimum productivity, collection and budget goals at all times.
Continually assess goals and recommend actions to be taken if goals are not being met; participate in the assessment of procedural changes, implement any changes, track and report results to enhance collection efforts.
Coordinate activities with other departments and management staff to achieve optimum production and utilization of consumer care employees while adhering to department goals, standards and objectives.
Guarantee the availability of consumer care employees to answer procedural questions and/or elevate calls to management in situations out of employee’s control.
Ensure employees receive continuous development training after initial training has been completed in order to improve their ability to perform job duties.
Supervise the development of employee appreciation and recognition programs and/or activities for assigned consumer care.
Keep up to date on system changes or system documentation methods and ensure consumer care employees are trained accordingly.
Make certain all applicable federal, state and local laws and regulations are followed by assigned consumer care employees at all times.
Problem Resolution :
Proactively oversee quality resolution of performance and profitability issues relating to assigned consumer care staff and clients.
Elevate to management any situation outside the employee's control that could adversely impact the service provided.
Identify obstacles to providing the highest quality customer service and communicate constructive feedback to management.
Review feedback concerning overall performance levels to determine recurring problems and recommend improvements aimed at reducing future occurrences.
Status Meetings :
Conduct regular status meetings with each direct report; discuss activities, projects and planning issues.
Evaluate current level of effectiveness, initiative and responsiveness.
Provide continuous coaching and training.
Employee Development :
Coach, develop, counsel and mentor subordinates to achieve quality performance.
Set priorities to assist assigned staff with establishing and attaining career development goals.
Provide ongoing training, when necessary, maintaining industry, department and company standards.
Prepare for and conduct timely performance appraisals of direct reports.
Maintain a current performance file for each direct report.
Review monthly appraisal status reports ensuring staff is held accountable for timely and quality appraisals.
Ensure all subordinate staff are properly trained and that Coast Professional, Inc.’s policies and procedures are followed.
Track attendance & punctuality.
Collection Activities :
Manage day‑to‑day collection activities ensuring adherence to departmental policies and procedures.
Allocate responsibilities for investigating and verifying financial status of prospective customers and preparing documents to substantiate findings.
Assign responsibility for investigation of fraud cases and possible legal action and collection of delinquent accounts.
Establish and update customers’ credit activities.
Review collection reports to ascertain status of collections and outstanding balances and evaluate effectiveness of current collection policies and procedures.
Audit delinquent accounts considered uncollectible to ensure maximum efforts have been exhausted before assigning bad debt status to account.
Coordinate with others, including staff in company branches and credit card companies, to exchange information and update controls.
Submit delinquent accounts to attorney or outside agency for collection.
Compile and analyze statistical data on fraudulent use of credit cards to develop procedures designed to prevent future abuses.
Assist management in formulation of policies.
Report Generation :
Prepare and update reports in a timely and accurate manner.
Conduct research and compile data for report preparation, resolving any discrepancies with data.
May prepare customized reports on a variety of collection and accountability issues.
Team Interfaces :
Establish a good working relationship with team members and department contacts to maintain and continuously improve the level of overall service being provided.
Assist with performing quality review of services being provided and department interactions by escalating workflow and communication issues to superiors to help identify trends indicating the need to revise existing methods and procedures.
Respond to inquiries about reports, procedures and other processes to ensure continuity.
Security
Information and Physical Security is the responsibility of every employee. Safeguard computer systems by following username and password management practices, secure your desk and workstation when away, lock your session, store sensitive paperwork properly, and do not share your credentials. Report any security violation to management.
Qualifications
Education :
Associate degree from an accredited college with major coursework in business administration or related field preferred. Equivalent work experience in a similar position may be substituted for educational requirements.
High School Diploma or GED required.
Experience :
Minimum 3 years collections experience required. Supervisory experience preferred.
Knowledge :
Knowledge of collection practices.
Knowledge of collection software/databases.
Principles and practices of customer service.
Report preparation techniques.
Proper telephone etiquette.
Modern office procedures, methods and computer equipment.
Demonstrated knowledge of FDCPA regulations.
Skills & Abilities :
Provide leadership and coordinate assigned staff.
Good verbal and written communication skills.
Handle multiple concurrent tasks.
Maintain appropriate records and compile information for reports.
Deal tactfully and courteously with clients or customers.
Good organizational skills and attention to detail.
Establish and maintain cooperative working relationships.
Principles of supervision, training and performance evaluation.
Work independently without immediate supervision.
Analyze problems and identify alternative solutions.
Certificate and passing grade of FDCPA.
Various state licenses as needed.
Successfully pass pre‑employment background check.
Clearance :
U.S. citizenship and security clearance granting access to classified information required. Background investigation conducted by OPM.
Licensing :
Eligibility to be licensed as a collector in certain states is required. Coast will submit and maintain all required collector licensing on your behalf.
Working Conditions The physical demands described here are representative of those that must be met to successfully perform the essential functions. Reasonable accommodations may be made for individuals with disabilities. Work may require frequent weekend and evening work. Travel requirements and overnight travel may be necessary. The employee must regularly talk/see; moderate noise; required vision, hand use, occasional standing, lifting up to 10 pounds.
Disclaimer This job description reflects management’s assignment of essential job functions but is not intended to be a comprehensive list of all activities, duties and responsibilities required by the job incumbent. Nothing herein restricts management’s right to assign or reassign duties and responsibilities to this job at any time. This document does not create an employment contract, implied or otherwise, other than an "at will" relationship.
EEO Statement Coast Professional, Inc. is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy, sexual orientation or gender identity), national origin, age, disability, protected veteran status, genetic information or any other categories protected by applicable law.
Seniority Level Mid‑Senior level
Employment Type Full‑time
Job Function Management and Manufacturing
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Location: 300 Gleed Ave, East Aurora, NY 14052.
Job Type: Full-time
Number of Openings: 1
Pay: Annual salary $60,405.80.
Job Summary The Manager of Operations works with and directs employees with regard to collections. The Manager of Operations is responsible for all High‑Risk transactions as defined by the Department. The Manager of Operations is responsible for their actions and the actions of all team members reporting to them. The Manager of Operations is responsible for managing assigned consumer care employees’ performance to ensure a balance of optimum productivity and collection goals and budgets are met; coach, develop and counsel subordinates to achieve quality performance, providing ongoing training when necessary; manage the activities involved in quality resolution of performance and profitability issues relating to assigned consumer care employees, and elevate to management any situation outside the employee’s control that could adversely impact the service provided; prepare and update reports in a timely and accurate manner ensuring deadlines are met.
Responsibilities
Leadership : Proactively manage the activities of assigned consumer care employees by ensuring the following functions are efficiently performed in a quality‑oriented environment reflecting company values.
Collection Functions :
Manage assigned consumer care employees’ performance to ensure a balance of optimum productivity, collection and budget goals at all times.
Continually assess goals and recommend actions to be taken if goals are not being met; participate in the assessment of procedural changes, implement any changes, track and report results to enhance collection efforts.
Coordinate activities with other departments and management staff to achieve optimum production and utilization of consumer care employees while adhering to department goals, standards and objectives.
Guarantee the availability of consumer care employees to answer procedural questions and/or elevate calls to management in situations out of employee’s control.
Ensure employees receive continuous development training after initial training has been completed in order to improve their ability to perform job duties.
Supervise the development of employee appreciation and recognition programs and/or activities for assigned consumer care.
Keep up to date on system changes or system documentation methods and ensure consumer care employees are trained accordingly.
Make certain all applicable federal, state and local laws and regulations are followed by assigned consumer care employees at all times.
Problem Resolution :
Proactively oversee quality resolution of performance and profitability issues relating to assigned consumer care staff and clients.
Elevate to management any situation outside the employee's control that could adversely impact the service provided.
Identify obstacles to providing the highest quality customer service and communicate constructive feedback to management.
Review feedback concerning overall performance levels to determine recurring problems and recommend improvements aimed at reducing future occurrences.
Status Meetings :
Conduct regular status meetings with each direct report; discuss activities, projects and planning issues.
Evaluate current level of effectiveness, initiative and responsiveness.
Provide continuous coaching and training.
Employee Development :
Coach, develop, counsel and mentor subordinates to achieve quality performance.
Set priorities to assist assigned staff with establishing and attaining career development goals.
Provide ongoing training, when necessary, maintaining industry, department and company standards.
Prepare for and conduct timely performance appraisals of direct reports.
Maintain a current performance file for each direct report.
Review monthly appraisal status reports ensuring staff is held accountable for timely and quality appraisals.
Ensure all subordinate staff are properly trained and that Coast Professional, Inc.’s policies and procedures are followed.
Track attendance & punctuality.
Collection Activities :
Manage day‑to‑day collection activities ensuring adherence to departmental policies and procedures.
Allocate responsibilities for investigating and verifying financial status of prospective customers and preparing documents to substantiate findings.
Assign responsibility for investigation of fraud cases and possible legal action and collection of delinquent accounts.
Establish and update customers’ credit activities.
Review collection reports to ascertain status of collections and outstanding balances and evaluate effectiveness of current collection policies and procedures.
Audit delinquent accounts considered uncollectible to ensure maximum efforts have been exhausted before assigning bad debt status to account.
Coordinate with others, including staff in company branches and credit card companies, to exchange information and update controls.
Submit delinquent accounts to attorney or outside agency for collection.
Compile and analyze statistical data on fraudulent use of credit cards to develop procedures designed to prevent future abuses.
Assist management in formulation of policies.
Report Generation :
Prepare and update reports in a timely and accurate manner.
Conduct research and compile data for report preparation, resolving any discrepancies with data.
May prepare customized reports on a variety of collection and accountability issues.
Team Interfaces :
Establish a good working relationship with team members and department contacts to maintain and continuously improve the level of overall service being provided.
Assist with performing quality review of services being provided and department interactions by escalating workflow and communication issues to superiors to help identify trends indicating the need to revise existing methods and procedures.
Respond to inquiries about reports, procedures and other processes to ensure continuity.
Security
Information and Physical Security is the responsibility of every employee. Safeguard computer systems by following username and password management practices, secure your desk and workstation when away, lock your session, store sensitive paperwork properly, and do not share your credentials. Report any security violation to management.
Qualifications
Education :
Associate degree from an accredited college with major coursework in business administration or related field preferred. Equivalent work experience in a similar position may be substituted for educational requirements.
High School Diploma or GED required.
Experience :
Minimum 3 years collections experience required. Supervisory experience preferred.
Knowledge :
Knowledge of collection practices.
Knowledge of collection software/databases.
Principles and practices of customer service.
Report preparation techniques.
Proper telephone etiquette.
Modern office procedures, methods and computer equipment.
Demonstrated knowledge of FDCPA regulations.
Skills & Abilities :
Provide leadership and coordinate assigned staff.
Good verbal and written communication skills.
Handle multiple concurrent tasks.
Maintain appropriate records and compile information for reports.
Deal tactfully and courteously with clients or customers.
Good organizational skills and attention to detail.
Establish and maintain cooperative working relationships.
Principles of supervision, training and performance evaluation.
Work independently without immediate supervision.
Analyze problems and identify alternative solutions.
Certificate and passing grade of FDCPA.
Various state licenses as needed.
Successfully pass pre‑employment background check.
Clearance :
U.S. citizenship and security clearance granting access to classified information required. Background investigation conducted by OPM.
Licensing :
Eligibility to be licensed as a collector in certain states is required. Coast will submit and maintain all required collector licensing on your behalf.
Working Conditions The physical demands described here are representative of those that must be met to successfully perform the essential functions. Reasonable accommodations may be made for individuals with disabilities. Work may require frequent weekend and evening work. Travel requirements and overnight travel may be necessary. The employee must regularly talk/see; moderate noise; required vision, hand use, occasional standing, lifting up to 10 pounds.
Disclaimer This job description reflects management’s assignment of essential job functions but is not intended to be a comprehensive list of all activities, duties and responsibilities required by the job incumbent. Nothing herein restricts management’s right to assign or reassign duties and responsibilities to this job at any time. This document does not create an employment contract, implied or otherwise, other than an "at will" relationship.
EEO Statement Coast Professional, Inc. is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy, sexual orientation or gender identity), national origin, age, disability, protected veteran status, genetic information or any other categories protected by applicable law.
Seniority Level Mid‑Senior level
Employment Type Full‑time
Job Function Management and Manufacturing
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