Coach (Collection Manager)

Job Title:Coach

Reports To:Operations Manager

Functional Group:Fresh View Solutions

Location:Denver, Colorado

Job Summary:

A Coach is a front line supervisory role leading a team of a team of front line collectors and team lead(s).  The primary role of a coach is to provide individual and collective coaching and development to drive performance and further the success of the individual and the team.  Coaches are our front line leaders and they are responsible for fostering a positive work environment by building effective working relationships, making sound decisions, successfully making changes, initiating action and achieving results. This position is responsible for all aspects of employee development and the full performance management processes including hiring, supervising, evaluating, coaching, and training team members to achieve individual, team, and organizational goals.

Essential Job Functions:

• Provide leadership by modeling the behaviors that demonstrate the Core Values of the Organization and align with Fresh View Solutions “credo” and “vision”.
• Effectively manage employee performance through goal setting and coaching techniques.
• Create and foster a positive, successful, compliant, productive culture and professional work environment where employees choose to deliver a strong customer experience while helping customers get out from under their debt.
• Uphold the organizations “credo” and “vision” by listening to calls (live and recorded), evaluating collector behavior and the overall customer experience, and providing real time support, coaching and feedback (positive and constructive) to collectors to drive performance results and meet all compliance standards.
• Support the implementation of policies and procedures provided by SquareTwo Financial.
• Partner with the leadership team to ensure that collectors obtain the appropriate training and support to ensure the success of each front line collector.
• Handle escalated calls when appropriate and minimize call escalations and consumer complaints through effective coaching and support of collectors.
• Communicate business strategy, policies, and procedures to collectors and empower them to work with consumers to create a payment solution that is fair and appropriate for their unique financial situation.
• Offer frequent formal and informal recognition.
• Build solid productive relationships with all levels of leadership and support teams.
• Provide timely feedback to the management team on employee and consumer trends, issues and needs.
• Participate in the recruitment and hiring process to identify top talent. 
• When appropriate, partner with management and Human Resources to initiate Performance Improvement Plans and/or corrective action.

Skills/Knowledge/Education:

• College degree preferred or High school diploma/GED with requisite years of experience
• 2-5 years of experience in a fast paced, performance based sales, retention or collections contact center environment.  Must have a strong demonstrated background with leading teams.
• Contact Center Experience Required
• Strong leadership and interpersonal skills. Demonstrated ability to motivate staff, drive performance, and take initiative in a performance based team environment.
• Experience working with a Contact Management System (CMS) preferred.
• Effective time management, organization and prioritization skills. Demonstrated ability to work under pressure in a fast paced environment.
• Strong decision making, change management and problem solving skills.  
• Demonstrated analytical capacity. 
• Excellent verbal and written communication skills, including active listening skills. 
• Demonstrated competency in Microsoft Office applications. 
• Bilingual English/Spanish is desirable.

We recognize that confident people, with the right skills and proactive ideas, will enable us to continue our success.  If you want to join our SquareTwo Financial team and you feel that you meet these requirements noted above, please submit your resume for our review. 

* FRESH VIEW SOLUTIONS is an Equal Opportunity Employer.