Account Manager (Loans & Collections)
The Account Manager is responsible for the account and operational management for the assigned partner account which offers a full range of inbound and outbound lending and collection services for a global financial portfolio. Core duties include the management of loan verification, renewal payment, customer retention, and collections processes within a call centre environment. The Account Manager’s success will measured through several key factors including their ability to forge a strong business relationship with our partner; to create an environment that encourages collaborative team work and ethical behavior that is aligned with organizational values; and to achieve on deliverables and foster continuous improvement by leveraging new technologies and processes. The leader in this role actively contributes to the organizational objectives, daily business decisions, and making a difference within the organization.
ESSENTIAL DUTIES AND REPONSIBLITIES include the following however other duties may be assigned.
Responsible for the account and operations management for the assigned partner account ensuring client satisfaction and delivery on performance objectives.
- Provides strong, dynamic leadership that mentors, develops, and guides team members to reach their maximum potential and efficiently leverage the value of every customer.
- Implements, evaluates, and continuously improves all aspects of lending processes, collections functions, and performance in accordance with our partner’s policies and procedures. Areas include loan verification, renewal payment reminders, customer retention procedures, and first party collections.
- Develops and manages transparent business relationships at all levels with client partners ensuring optimal satisfaction with service delivery and performance.
- Develops, implements, and maintains effective internal and external Quality Assurance (QA) Programs which foster continuous employee and process improvement.
- Delivers results against a defined scope of work that includes measurable ROI, strategic innovation, performance reporting, and human capital development.
- Establishes and maintains an environment that encourages collaborative team work and ethical behavior that is aligned with corporate values.
- Develops and executes the implementation of strategic operational plans for the assigned partner account and accompanying lines of business.
- Develops and maintains an effective organization of responsibility, including efficient recruiting, training, coaching, recognition, workflow patterns, performance standards, delineation of duties and responsibilities, staffing levels, and supervision.
- Coordinates analytic, strategic, and technical resources to meet current and future partner expectations.
- Explores and close new revenue opportunities within the existing and prospect client base.
- Insures legal compliance with the Fair Debt Collection Practices Act and other regulatory standards surrounding loans and collections procedures.
Responsible to develop and manage objectives surrounding workforce management ensuring all staffing targets are achieved. This includes, but is not limited to, meeting targets surrounding staffing, schedule adherence, service level, average speed of answer and occupancy.
- Monitors staff levels, availability, attrition, labour budgets, forecasted requirements, and new business implementation impacts making adjustments as necessary in order to meet objectives, minimize risk, and maximize revenues.
- Collaborates with Human Resources in the recruitment cycle providing updates on trends, requirements, and hiring needs ensuring that the right people are hired at the right time.
- Communicates workforce management objectives and effectiveness to the appropriate departmental groups.
Performs other duties as required.
SUPERVISORY RESPONSIBLITIES
This role will be responsible for the leadership, management, and development for up to (5) direct reports.
KNOWLEDGE AND SKILLS
- Proven leadership skills with focus on employee development, retention, recognition, and motivation.
- Proficient knowledge of the FDCPA and other US credit and collection laws.
- Ability to apply sound judgment and tact in the resolution of administrative, customer service, and financial issues with a global perspective.
- Possess the ability to adapt and innovate, create concepts, and visualize deliverables.
- Ability to handle confidential material that is critical, the candidate must demonstrate high levels of integrity, trustworthiness, and ethical behaviour.
- Strong proficiency with Microsoft Windows and Office suite of software. (Excel, Word, Outlook, PowerPoint)
- Ability to manage projects from inception through execution.
- Methodical approach, detail oriented and highly organized.
- Team focused positive attitude, must be self-motivated, and possess very good time management and exceptional communication skills.
- Ability to communicate in both written and verbal French would be an asset but not required.
- Must embrace the principles upheld by Advantage Communications Inc and our partners.
EXPERIENCE
- Two (2) years of progressive management experience in collections, loan servicing, sales, finance or other performance based industry is required.
- Previous account or operations management within a call centre or BPO environment is ideal.
EDUCATION
- Completion of post-secondary education with a degree or diploma in Business Administration or relating field.
OTHER
- Ability to travel to the US and Canada.
- Completion of a criminal background and credit check which meets requirements.