Collections Team Manager

First Investors Financial Services Houston , TX 77020

Posted 2 weeks ago

Summary Manages and coordinates the activities of workers engaged in collecting delinquent payments for auto loan accounts from customers by performing the following duties.

Essential Duties and Responsibilities include the following. Other duties may be assigned.

  • Supervises and coordinates activities of collectors which may include auto dialer strategies to maximize collection effort.

  • Determines work procedures, prepares work schedules, and expedites workflow.

  • Review accounts that have been referred for repossession and legal actions against debtors.

  • Assists subordinates with collection activities in difficult cases and recommends collection techniques.

  • Issues written and oral instructions.

  • Examines work for exactness, neatness, and conformance to policies and procedures.

  • Maintains unity among workers and resolves grievances.

  • Review reports on subordinates performance and provides feedback.

  • Compliant with Collection Standard of Conduct policies and enforces compliance with team

  • Complies with all company policies and procedures

  • This position involves regular access to specified personal information of consumers, including, but not limited to, Social Security numbers and dates of birth.

Additional Responsibilities Perform the above-referenced essential duties and responsibilities as well as assist in directing the work of employees assigned to the department by leading and overseeing their day to day activities and work schedules and by providing work-related guidance in accordance with the Companys policies and procedures. Although this position shall provide the authority to lead, oversee and direct the day-to-day work of assigned employees and to report work assessments to management, it shall not provide the authority to take the following actions: hire an employee, fire an employee, promote or demote an employee, discipline an employee in a formal manner, reassign an employee, or alter benefits of an employee. All such decisions shall be made by the responsible senior manager(s) in consultation with the Human Resources Department.

Competencies To perform the job successfully, an individual should demonstrate the following competencies:

  • Problem Solving
  • Identifies and resolves problems in a timely manner; Develops alternative solutions; Works well in group problem solving situations; Uses reason even when dealing with emotional topics.
  • Technical Skills
  • Pursues training and development opportunities; Strives to continuously build knowledge and skills; Shares expertise with others.
  • Customer Service
  • Manages difficult or emotional customer situations; Responds promptly to customer needs; Solicits customer feedback to improve service; Responds to requests for service and assistance; Meets commitments.
  • Interpersonal Skills
  • Focuses on solving conflict, not blaming; Maintains confidentiality; Listens to others without interrupting; Keeps emotions under control; Remains open to others' ideas and tries new things.
  • Oral Communication
  • Speaks clearly and persuasively in positive or negative situations; listens and gets clarification; Responds well to questions; Demonstrates group presentation skills; Participates in meetings.
  • Written Communication
  • Writes clearly and informatively; Edits work for spelling and grammar; Varies writing style to meet needs; Presents numerical data effectively; Able to read and interpret written information.
  • Teamwork
  • Balances team and individual responsibilities; Exhibits objectivity and openness to others' views; Gives and welcomes feedback; Contributes to building a positive team spirit; Puts success of team above own interests; Able to build morale and group commitments to goals and objectives; Supports everyone's efforts to succeed.
  • Change Management
  • Develops workable implementation plans; Communicates changes effectively; Builds commitment and overcomes resistance; Prepares and supports those affected by change; Monitors transition and evaluates results.
  • Delegation
  • Delegates work assignments; Matches the responsibility to the person; Provides recognition for results.
  • Leadership
  • Exhibits confidence in self and others; Inspires and motivates others to perform well; Accepts feedback from others; Gives appropriate recognition to others.
  • Managing People
  • Makes self available to staff; Provides regular performance feedback; Develops subordinates' skills and encourages growth; continually works to improve supervisory skills.
  • Quality Management
  • Looks for ways to improve and promote quality; Demonstrates accuracy and thoroughness.
  • Ethics
  • Treats people with respect; Keeps commitments; inspires the trust of others; Works with integrity and ethically; Upholds organizational values.
  • Organizational Support
  • Follows policies and procedures; Completes administrative tasks correctly and on time; supports organization's goals and values.
  • Judgment
  • Displays willingness to make decisions; Exhibits sound and accurate judgment; Supports and explains reasoning for decisions; Makes timely decisions.
  • Planning/Organizing
  • Uses time efficiently; Organizes or schedules other people and their tasks; Develops realistic action plans.
  • Professionalism
  • Approaches others in a tactful manner; Reacts well under pressure; Treats others with respect and consideration regardless of their status or position; Accepts responsibility for own actions; Follows through on commitments.
  • Quality
  • Demonstrates accuracy and thoroughness; Applies feedback to improve performance.
  • Quantity
  • Meets productivity standards.
  • Safety and Security
  • Observes safety and security procedures; Reports potentially unsafe conditions.
  • Adaptability
  • Changes approach or method to best fit the situation; Able to deal with frequent change, delays, or unexpected events.
  • Attendance/Punctuality
  • Is consistently at work and on time; Ensures work responsibilities are covered when absent; Arrives at meetings and appointments on time.
  • Dependability
  • Follows instructions, responds to management direction; Takes responsibility for own actions; Commits to long hours of work when necessary to reach goals; Completes tasks on time or notifies appropriate person with an alternate plan.
  • Initiative
  • Asks for and offers help when needed.
  • Innovation
  • Meets challenges with resourcefulness; Generates suggestions for improving work.

Qualifications To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education and/or Experience The knowledge, skills and abilities typically acquired through the completion of a high school diplomas and/or GED. one year minimum supervisory experience plus three to five years collection experience;

Language Skills Ability to read and interpret documents such as safety rules and policy and procedure manuals. Ability to write correspondence. Ability to speak effectively before groups of employees.

Mathematical Skills Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.

Reasoning Ability Ability to apply common sense understanding to carry out instructions furnished in written or oral form.

Computer Skills To perform this job successfully, an individual should have beginning knowledge of MS Power Point; intermediate knowledge of MS Excel intermediate knowledge of MS Word.

Other Skills and Abilities Knowledge of and Compliant with the Fair Debt Collection Practices Act, local, state and federal collection laws. Skip tracing experience.

Physical Demands The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this Job, the employee is regularly required to sit; use hands to finger, handle, or feel; reach with hands and arms and talk or hear. The employee is occasionally required to stand and walk. The vision requirement for this position is close vision.

Work Environment The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually moderate.

First Investors is an equal opportunity employer. First Investors is committed to providing its employees an environment that is free of harassment, discrimination and intimidation. It is the policy of First Investors to comply with all applicable employment laws and regulations and to provide equal opportunity for all qualified persons and to not discriminate against any employee or applicant for employment because of race, color, religion, sex, age, national origin, disability, pregnancy, sexual orientation, veteran status, familial status, gender identity, change of sex, and/or transgender status or any protected status. Candidates must possess authorization to work in the United States. This policy applies to recruitment and placement, promotion, training, transfer, retention, rate of pay and all other terms and conditions of employment. Employment and promotion decisions will be based solely on merit, ability, achievement, experience, conduct and other legitimate business reasons. Interested candidates should NOT submit a photograph or video with a rsum. Rsums containing a photograph or video will not receive consideration. All employment with FIFSG is at-will employment. Continued employment with FIFSG is not guaranteed and all employees may be subject to discharge or discipline without notice or cause, at the sole discretion of FIFSG.


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Collections Team Manager

First Investors Financial Services