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| Risk Operations Unit Manager I |
Job Location:
Metro Area: |
Simi Valley, CA
CA - Los Angeles
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Category: |
Collections
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Contact Info |
Company Name: Bank Of America
Website:
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Apply: Submit Resume Now
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Job Description:
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The position is responsible to provide leadership, direction and problem solving for all activities related to overseeing the Team Managers in Home Retention Executive Customer Relations. The position is heavily involved in planning, implementation, analyzing and improving workloads and setting policies and procedures to ensure executive complaints are handled timely and effectively.
Oversees two or more teams of Risk Operations associates involved in day-to-day loss mitigation activities. Unit Manager I is similar to the Unit Manager II, but will not be accountable for diverse scope of products, has a less significant impact on net credit loss and/or business expenses and/or plays a smaller role on cross divisional/cross LOB project teams. Accounts managed can be current, fraudulent, delinquent or charged-off. Normally manages several teams of first-line managers. Utilizes existing & emerging call center technology to meet business & customer/associate satisfaction goals. Manages inbound & outbound calling strategies to maximize efficiency & effectiveness. Responsible for meeting all productivity targets while mitigating delinquencies/losses. Demonstrates leadership within divisions & responsible for front line manager development. Unit Manager I is responsible for tactical design & execution of collection strategies. Implements strategic plans, objectives, & budgets through effective recruiting, training, motivation & evaluation. Establishes & maintains management & performance controls to highlight problems, maximize collections, contain costs, & develop process improvements
Qualifications
A Successful Candidate Will Have:
• High School diploma and/or equivalent
• 3 - 5 years financial services experience
• 2 - 3 years customer service experience
• Customer service skills, policies, procedures, and protocol required to complete assigned tasks
• Good knowledge of regulatory compliance
• Effective listening skills and ability to speak effectively on the phone and in person with internal and external contacts
• Excellent written communications skills
• Detail oriented and good research, analytical and problem-solving skills
• Computer skills including Microsoft Office tools
Desired Skills :
Bilingual
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