Director of Collections & Customer Service Contact Centers

In business for more than 70 years, Republic Finance is proud to be a trusted lender in over 250 communities across the United States! We specialize in providing flexible lending solutions and incomparable customer service. Driven by our shared mission to pursue excellence for our team, our customers, and our performance, we are continuously improving our customer offerings in tandem with opening more branches in new states each year. We also regularly promote from within and enjoy giving back to the communities we serve. In a nutshell, our company culture is about helping customers, investing in our employee's future, and ensuring that our performance makes an impact on our community. This position is located in Charlotte, NC and will also require 30% travel. This is a key leadership role with significant and broad responsibilities that directly affect the organization’s profitability. This role will report directly to the SVP of Central Operations and will oversee a call center with substantial opportunity for future growth driven by business expansion and the continued centralization of key account servicing functions. In this role, you will have the responsibility for managing the inbound and outbound collections, call center sales, and customer service activities across 2 locations. You will work closely with risk, operations, digital, compliance, legal, the branch network and other key partners who may be both internal and external to the organization. Job responsibilities are as follows: Responsible for reducing delinquency and losses and improving customer experience by delivering products and services based on the customers’ needs. Responsible for ensuring production standards and goals are achieved while maintaining operations within the forecasted expense budget. Recruit and retain a team with best-in-class talent that thrives in a competitive and fast paced environment and that is rewarded for amazing results and experiences and sees opportunity in career growth for those that produce consistently as top producers. Ability to understand and enhance technology solutions like dialers, skip tools, text messaging, and chat to increase customer contact. Develop and implement process and operational improvement strategies with a strong acumen to make data driven decisions. Manage the collections and servicing of a mixed consumer loan product through the use of both external agencies and an internal team. Effectively collaborate with the appropriate business heads to support critical business projects. Responsible for employee training, coaching and development of managers, supervisor and call center staff. Lead in making recommendations relative to capacity plans and reporting capabilities in order to implement measures to attain portfolio receivable goals (i.e., charge off, roll rates, recovery, expense budget). Promote a risk-aware culture that ensures efficient and effective credit and compliance management practices by adhering to required standards and processes. Provide insight and feedback to further enhance collection strategies and decisioning logic. Ensure operational strategies and processes are fully compliant with applicable governing laws and that internal policies are strictly followed. What you’ll need Note: This section in the original was labeled "Requirements"; it has been converted to a proper heading for accessibility. 8 Years of relevant experience in managing large multiple site call center operations specific to collections, sales and/or customer service. Experience in all three preferred. Strong leadership skills and people management Strong bias for achieving results in a collaborative environment. Proven track record in identifying and implementing opportunities to improve business performance. Demonstrated experience providing the vision, development and or implementation of call center strategies for a large site. Bachelor’s degree in business or related concentration Strong communication and presentation skills An individual who takes a lead by example approach in working with team members Operates at the highest level of integrity and takes a transparent approach to managing. Strong financial and analytical skills Continuous and effective team leadership skills with proven track record. Ability to teach and effectively motivate others and create a positive employee culture. Thorough knowledge of state and federal requirements #J-18808-Ljbffr Republic Finance