Manager of Operations

Benefits

• 401(k)
• 401(k) matching
• AD&D insurance
• Dental insurance
• Disability insurance
• Employee assistance program
• Employee referral program
• Health insurance
• Life insurance
• Paid sick time
• Paid time off
• Paid training
• Vision insurance

Job Type

• Full-time

Location

• This is an in-office opportunity located at 820 N French St Wilmington, DE 19801

Number of Openings

• 1

Pay

• Annual salary of $50,000.00 - $55,000.00

Job Summary

The Manager of Operations works with and directs employees with regard to collections. The Manager of Operations is responsible for all High-Risk transactions as defined by the Department. The Manager of Operations is responsible for their actions and the actions of all team members reporting to them. The Manager of Operations is responsible for managing assigned consumer care employees performance to ensure a balance of optimum productivity and collection goals and budgets are met; coach, develop, and counsel subordinates to achieve quality performance, providing ongoing training when necessary; manage the activities involved in quality resolution of performance and profitability issues relating to assigned consumer care employees, and escalate to management any situation outside the employee's control that could adversely impact the service provided; prepare and update reports in a timely and accurate manner ensuring deadlines are met.

Job Duties and Responsibilities

Leadership

Proactively manage the activities of assigned consumer care employees by ensuring the following functions are efficiently performed in a quality-oriented environment reflecting company values.

Collection Functions

• Manage assigned consumer care employee's performance to ensure a balance of optimum productivity, collection and budget goals are met at all times.
• Continually assess goals and recommend actions to be taken if goals are not being met; participate in the assessment of procedural changes, implement any changes, track and report results in order to enhance collection efforts.
• Coordinate activities with other departments and management staff to achieve optimum production and utilization of consumer care employees while adhering to department goals, standards, and objectives.
• Guarantee the availability of consumer care employees to answer procedural questions and/or escalate calls to management in situations out of employee’s control.
• Ensure employees receive continuous development training after initial training has been completed in order to improve their ability to perform job duties.
• Supervise the development of employee appreciation and recognition programs and/or activities for assigned consumer care.
• Continually keep up to date on system changes or system documentation methods and ensure consumer care employees are trained accordingly.
• Make certain all applicable federal, state and local laws and regulations are followed by assigned consumer care employees at all times.

Problem Resolution

• Proactively oversee the activities involved in quality resolution of performance and profitability issues relating to assigned consumer care staff and clients.
• Escalate to management any situation outside the employee's control that could adversely impact the service provided.
• Identify any obstacles to providing the highest quality customer service and communicate constructive feedback to management.
• Regularly review feedback concerning overall performance levels to determine recurring problems and recommend improvements aimed at reducing future occurrences.

Status Meetings

• Conduct regular status meetings with each direct report; discuss activities, projects, and planning issues.
• Evaluate current level of effectiveness, initiative, and responsiveness.
• Provide continuous coaching and training.

Employee Development

• Coach, develop, counsel, and mentor subordinates to achieve quality performance.
• Set priorities to assist assigned staff with establishing and attaining career development goals.
• Provide ongoing training, when necessary, maintaining industry, department and company standards.
• Thoroughly prepare for and professionally conduct timely performance appraisals of direct reports.
• Maintain a current performance file for each direct report.
• May review monthly appraisal status reports ensuring staff is held accountable for timely and quality appraisals.
• Ensure that employee training is effectively conducted for all positions throughout assigned area of responsibility utilizing appropriate combinations of formal, informal, one-on-one, and on-the-job training.
• Know and support goals and complaint investigation procedures and ensure that management is made aware of problems or issues.
• Ensure that all subordinate staff are properly trained and ensure Coast Professional, Inc.’s policies and procedures are followed.
• Track Attendance & Punctuality.

Collection Activities

• Manage day-to-day collection activities ensuring adherence to departmental policies and procedures.
• Depending on area of responsibility, Managers of Operations may be accountable for any of the following areas: assign employees responsibility for investigating and verifying financial status of prospective customers and preparing documents to substantiate findings.
• Assign responsibility for investigation of fraud cases and possible legal action and collection for delinquent accounts.
• Establish and update customers' credit activities.
• Review collection reports to ascertain status of collections and outstanding balances and to evaluate effectiveness of current collection policies and procedures.
• Audit delinquent accounts considered to be uncollectible to ensure maximum efforts have been exhausted before assigning bad debt status to account.
• Coordinate with others, including staff in company branches and credit card companies, to exchange information and update controls.
• Submit delinquent accounts to attorney or outside agency for collection.
• Compile and analyze statistical data on fraudulent use of credit cards to develop procedures designed to prevent future abuses.
• Assist management in the formulation of policies.

Report Generation

• Prepare and update reports in a timely and accurate manner.
• Conduct research and compile data for report preparation, resolving any discrepancies with data.
• May prepare customized reports on a variety of collection and accountability issues.

Team Interfaces

• Establish a good working relationship with team members and department contacts in order to maintain and continuously strive to improve the level of overall service being provided.
• Assist with performing quality review of services being provided and department interactions by escalating workflow and communication issues to superiors to help identify trends indicating the need to revise existing methods and procedures.
• Respond to inquiries about reports, procedures, and other processes to ensure continuity.

Security

Information and Physical Security is the responsibility of every employee. In your position you are required to safeguard the computer systems by following proper username and password management which includes selecting challenging passwords and committing them to memory, they should not be written down or stored where others can freely have access. This also includes securing your desk and workstation when you are not there. This includes locking your session and putting sensitive paperwork away when not physically at your desk. You are not to share your username or password with anyone. The physical security of our offices of are equal importance, never shadow or let someone shadow your entry into a Coast Professional, Inc. facility. If this occurs quickly report this action immediately. You are required to follow all Information Technology policies and procedures regarding the management of your system accounts and equipment. If you witness any security violation you should immediately report it to management.

Qualifications

Education

• Associate degree from an accredited college with major course work in business administration or related field preferred. Equivalent work experience in a similar position may be substituted for educational requirements.
• High School Diploma or GED required.

Experience

• 3 years minimum collections experience required. Supervisory experience preferred.

Knowledge

• Knowledge of collection practices.
• Knowledge of collection software/databases.
• Principles and practices of customer service.
• Report preparations and techniques.
• Proper telephone etiquette.
• Modern office procedures, methods, and computer equipment.
• Demonstrates knowledge of FDCPA regulations.

Skills and Abilities

• Provide leadership to and coordinate the activities of assigned staff.
• Good verbal and written communication skills.
• Handle multiple concurrent tasks.
• Maintain appropriate records and compile information for reports.
• Deal tactfully and courteously with clients or customers.
• Good organizational skills and attention to detail.
• Establish and maintain cooperative working relationships.
• Principles of supervision, training, and performance evaluation.
• Work independently in the absence of immediate supervision.
• Analyze problems, identify alternative solutions.
• Certificate and passing grade of FDCPA.
• Various state licenses as needed.
• Successfully pass pre-employment (post offer) background check.

Clearance

As a federal contractor, this position requires U.S. citizenship and security clearance granting access to classified information. The background investigation is conducted by the Office of Personnel Management (OPM) and is an evaluation of the whole person to determine suitability. The suitability review begins after a conditional offer of employment has been accepted and will include a review of your employment, education, residences, references, criminal history and credit, as an example. Some of the most important factors in an investigation are the individual’s honesty, candor, and thoroughness in the completion of their security forms. In rare instances, non-U.S. citizens with highly specialized skills and experience may also be considered for the security clearance process.

Licensing

This position requires you are eligible to be licensed as a collector in certain states. Coast will submit and maintain all required individual collector licensing on your behalf.

Working Conditions

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

Work may require frequent weekend and evening work.

While performing the duties of this position, the physical presence in the workplace is essential. The employee is regularly required to talk and hear. The noise level in the work environment is usually moderate. Specific vision abilities required by this position include close vision, distance vision, color vision, peripheral vision, and the ability to adjust focus. The employee frequently is required to use hands or fingers, handle, or feel objects, tools or controls. The employee is occasionally required to stand; walk; sit; reach with hands and arms. The employee must occasionally lift and/or move up to 10 pounds.

Medical Benefits

Currently offered through Louisiana Blue.

For a position at this level, Coast currently covers 100% of the premiums for group health insurance coverage (Silver Plan) for the employee and an additional 25% of the premium for their eligible dependents. * Coverage begins on the first day of the month following 60 days of employment. Eligibility and participation are subject to the terms outlined in the applicable Summary Plan Description.

Dental and Vision

Currently offered through Mutual of Omaha.

For a position at this level, Coast currently covers 100% of the premiums for group dental and vision coverage for the employee and an additional 25% of the premium for their dependents. Optional buy-up plans are available for dental coverage at additional cost. * Coverage begins on the first day of the month following 60 days of employment.

Paid Time Off

Paid Holidays: 11 Federal holidays

Sick Leave: At the start of employment, employees will begin accruing one hour of paid sick leave for every 30 hours worked, with a maximum accrual. Employees may not use more than 40 hours of sick leave in any benefit year.

Paid Vacation: Beginning on the one-year anniversary of employment, 20 days of vacation will be awarded. Thereafter, additional vacation will be awarded on each anniversary with vacation accruals increasing on five-year incremental anniversaries.

Retirement

Currently offered through TransAmerica.

Employees become eligible to participate in Coast’s 401k plan the first day of the quarter following successful completion of a 60-day waiting period beginning with their start date. Eligibility and participation of the 401k plan are governed by the terms and conditions set forth in the Summary Plan Description.

Currently, and only by way of summary, Coast will match up to 3% of contributions made after one year of employment.

Term Life Insurance

For a position at this level, Coast provides company-paid term life insurance with a $50,000 death benefit upon successful completion of a 90-day introductory period.


Additional Voluntary Benefits

• Health Savings Account (HSA): Available when enrolled in Bronze medical plan
• Accident insurance offered through Reliance
• Employee life insurance (additional coverage available at employee cost) offered through Principal
• Spouse and child life insurance options offered through Principal
• Short and long term disability offered through Principal
• Employee assistance program (EAP)
• Employee referral bonuses
  
  
  * Note: Plans, coverage options, and company contributions are subject to change during annual open enrollment.

Disclaimer

This job description reflects management’s assignment of essential job functions but is not intended to be a comprehensive list of all activities, duties and responsibilities required by the job incumbent. Nothing in the herein restricts management’s right to assign or reassign duties and responsibilities to this job at any time.

This document does not create an employment contract, implied or otherwise, other than an "at will" relationship.

Coast Professional, Inc. is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy, sexual orientation, or gender identity), national origin, age, disability, protected veteran status, genetic information or any other categories protected by applicable law.

Equal Opportunity Employer


This employer is required to notify all applicants of their rights pursuant to federal employment laws.
For further information, please review the Know Your Rights notice from the Department of Labor.