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| Risk Operations Unit Manager I - Call Center / Collections - Plano, TX |
Job Location:
Metro Area: |
Plano, TX
TX - Dallas
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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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RISK OPERATIONS UNIT MANAGER I - Call Center, Collections
- Manages up to 5 or more teams of Collections Associates involved in day-to-day collection and loss mitigation activities
- Accounts managed may be current, delinquent, charged-off, or foreclosure accounts
- 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
SCHEDULE:
Must be flexible and able to work days or evenings (shifts between 7am and 11pm) and weekends (Including Saturdays and/or Sundays)
Qualifications
REQUIRED SKILLS - must have to be minimally qualified
- Superior people and leadership skills
- Minimum 3-5 years experience managing in an Inbound/Outbound call center and/or Collection environment
- Demonstrated proficiency with auto-dialer and/or collections account management systems
- Detail to organization and time management
- Proven ability to coach, train, evaluate and counsel staff
- Excellent written and verbal communication skills along with excellent negotiation skills
- Flexibility and ability to manage multiple, competing priorities to completion, on time and within budget constraints
- Experience assisting Team Managers and/or Collectors in handling escalated calls to resolution
- Solid Computer Skills, including Word, Access, Outlook and Excel
- Ability to create, maintain and enhance excel reports and pivot tables in order to monitor staff daily performance and investor reporting
- Ability to work with investors to maintain and enhance relationships
- Ability to work with minimal supervision
DESIRED SKILLS
- Mortgage experience preferred
- Multi-level leadership experience
- Ability to develop and execute business plans
- Ability to embrace change with a positive approach
- Solid mathematical and analytical skills
- College Degree Preferred
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