Coast Professional, Inc.
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.
Job Details Location:
401 White Horse Rd, Voorhees, NJ 08043 (in-office)
Type:
Full-time
Openings:
1
Pay:
Annual salary of $50,000 - $60,000 plus incentives
Seniority Level Mid‑Senior level
Benefits
401(k)
401(k) matching
AD&D insurance
Dental insurance
Disability insurance
Employee assistance program
Employee referral program
Health insurance
Life insurance
Paid sick time
Paid time off
Paid training
Vision insurance
Medical benefits: Currently offered through Louisiana Blue. Coast covers 100% of premiums for group health insurance (Silver Plan) for the employee and eligible dependents. Coverage begins on the first day of the month following 60 days of employment.
Dental and Vision: Offered through Mutual of Omaha. Coast covers 100% of premiums for group dental and vision for the employee and dependents. Optional buy‑up plans available for dental coverage at additional cost. Coverage begins on the first day of the month following 60 days of employment.
Paid Time Off: Paid Holidays – 11 Federal holidays; Sick Leave – start accruing one hour per 30 hours worked, max 40 hours per benefit year; Paid Vacation – 20 days awarded at one‑year anniversary, thereafter additional vacation increased on five‑year anniversaries.
Retirement: Offered through TransAmerica. Eligibility to participate in 401k after 60‑day waiting period. Coast matches up to 3% of contributions after one year of employment.
Term Life Insurance: Company‑paid with $50,000 death benefit after 90‑day introductory period.
Additional Voluntary Benefits: Health Savings Account (HSA) – when enrolled in Bronze medical plan; Accident insurance – Reliance; Employee life insurance – Principal; Spouse and child life insurance – Principal; Short and long term disability – Principal; Employee assistance program (EAP); Employee referral bonuses; Plan details subject to change during annual enrollment.
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 are met 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.
Continually 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 the activities involved in quality resolution of performance and profitability issues relating to assigned consumer care staff and clients.
Escalate to management any situation outside the employee’s control that could adversely impact the service provided.
Identify obstacles to providing high‑quality customer service and communicate constructive feedback to management.
Regularly 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.
Thoroughly prepare for and professionally 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 that employee training is effectively conducted for all positions throughout assigned area of responsibility using appropriate combinations of formal, informal, one‑on‑one, and on‑the‑job training.
Know and support goals and complaint investigation procedures and ensure that management is made aware of problems or issues.
Ensure that all subordinate staff are properly trained and ensure 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.
Depending on area of responsibility, Managers of Operations may be accountable for assigning employees responsibility 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 for delinquent accounts.
Establish and update customers’ credit activities.
Review collection reports to ascertain status of collections and outstanding balances and to evaluate effectiveness of current collection policies and procedures.
Audit delinquent accounts considered to be uncollectible to ensure maximum efforts are 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 the 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 in order to maintain and continuously strive to 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. In this position you are required to safeguard computer systems by following proper username and password management, secure your desk and workstation when you are not present, lock your session, and keep sensitive paperwork away when not physically at your desk. Do not share your username or password. Physical security of our offices is equally important; do not shadow or let someone shadow your entry into a Coast Professional, Inc. facility. If this occurs, report immediately. Follow all IT policies and procedures regarding system accounts and equipment. Report any security violation to management immediately.
Qualifications Education
Associate degree from an accredited college with major coursework in business administration or related field preferred. Equivalent work experience may substitute for educational requirements.
High School Diploma or GED required.
Experience
3 years minimum 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.
Knowledge of FDCPA regulations.
Skills and Abilities
Provide leadership to and coordinate the activities of 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 in the absence of immediate supervision.
Analyze problems, identify alternative solutions.
Certificate and passing grade of FDCPA.
Various state licenses as needed.
Successfully pass pre‑employment background check.
Clearance As a federal contractor, this position requires U.S. citizenship and a security clearance granting access to classified information. The background investigation is conducted by the Office of Personnel Management and is an evaluation of the whole person to determine suitability.
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.
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Job Details Location:
401 White Horse Rd, Voorhees, NJ 08043 (in-office)
Type:
Full-time
Openings:
1
Pay:
Annual salary of $50,000 - $60,000 plus incentives
Seniority Level Mid‑Senior level
Benefits
401(k)
401(k) matching
AD&D insurance
Dental insurance
Disability insurance
Employee assistance program
Employee referral program
Health insurance
Life insurance
Paid sick time
Paid time off
Paid training
Vision insurance
Medical benefits: Currently offered through Louisiana Blue. Coast covers 100% of premiums for group health insurance (Silver Plan) for the employee and eligible dependents. Coverage begins on the first day of the month following 60 days of employment.
Dental and Vision: Offered through Mutual of Omaha. Coast covers 100% of premiums for group dental and vision for the employee and dependents. Optional buy‑up plans available for dental coverage at additional cost. Coverage begins on the first day of the month following 60 days of employment.
Paid Time Off: Paid Holidays – 11 Federal holidays; Sick Leave – start accruing one hour per 30 hours worked, max 40 hours per benefit year; Paid Vacation – 20 days awarded at one‑year anniversary, thereafter additional vacation increased on five‑year anniversaries.
Retirement: Offered through TransAmerica. Eligibility to participate in 401k after 60‑day waiting period. Coast matches up to 3% of contributions after one year of employment.
Term Life Insurance: Company‑paid with $50,000 death benefit after 90‑day introductory period.
Additional Voluntary Benefits: Health Savings Account (HSA) – when enrolled in Bronze medical plan; Accident insurance – Reliance; Employee life insurance – Principal; Spouse and child life insurance – Principal; Short and long term disability – Principal; Employee assistance program (EAP); Employee referral bonuses; Plan details subject to change during annual enrollment.
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 are met 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.
Continually 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 the activities involved in quality resolution of performance and profitability issues relating to assigned consumer care staff and clients.
Escalate to management any situation outside the employee’s control that could adversely impact the service provided.
Identify obstacles to providing high‑quality customer service and communicate constructive feedback to management.
Regularly 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.
Thoroughly prepare for and professionally 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 that employee training is effectively conducted for all positions throughout assigned area of responsibility using appropriate combinations of formal, informal, one‑on‑one, and on‑the‑job training.
Know and support goals and complaint investigation procedures and ensure that management is made aware of problems or issues.
Ensure that all subordinate staff are properly trained and ensure 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.
Depending on area of responsibility, Managers of Operations may be accountable for assigning employees responsibility 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 for delinquent accounts.
Establish and update customers’ credit activities.
Review collection reports to ascertain status of collections and outstanding balances and to evaluate effectiveness of current collection policies and procedures.
Audit delinquent accounts considered to be uncollectible to ensure maximum efforts are 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 the 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 in order to maintain and continuously strive to 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. In this position you are required to safeguard computer systems by following proper username and password management, secure your desk and workstation when you are not present, lock your session, and keep sensitive paperwork away when not physically at your desk. Do not share your username or password. Physical security of our offices is equally important; do not shadow or let someone shadow your entry into a Coast Professional, Inc. facility. If this occurs, report immediately. Follow all IT policies and procedures regarding system accounts and equipment. Report any security violation to management immediately.
Qualifications Education
Associate degree from an accredited college with major coursework in business administration or related field preferred. Equivalent work experience may substitute for educational requirements.
High School Diploma or GED required.
Experience
3 years minimum 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.
Knowledge of FDCPA regulations.
Skills and Abilities
Provide leadership to and coordinate the activities of 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 in the absence of immediate supervision.
Analyze problems, identify alternative solutions.
Certificate and passing grade of FDCPA.
Various state licenses as needed.
Successfully pass pre‑employment background check.
Clearance As a federal contractor, this position requires U.S. citizenship and a security clearance granting access to classified information. The background investigation is conducted by the Office of Personnel Management and is an evaluation of the whole person to determine suitability.
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.
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