Job Overview
Are you passionate and driven to help business find solutions for their customers? We are a leading customer care contact center offering total customer care solutions for renowned clients in the energy and auto sectors across North America and are looking for a skilled Collections Manager.
The Collections Manager key mandate is to notify customers of delinquent accounts to solicit payment arrangements from them. Duties include receiving payment and posting amount to customer's account; preparing statements to credit department if customer fails to respond; and keeping records of collection and status of accounts. The Collection Manager is also expected to follow established procedures for processing of payments to delinquent accounts while overseeing team members and their collection activity. Constant monitoring of targets, calls and management of the collections floor.
Duties
- Manage inbound and outbound call to customers to secure payment information, address disputes and/or provide necessary backup and documentation as required until full debt is closed.
- Develop, manage, and nurture new business accounts and partnerships to accomplish profit and volume goals.
- Make arrangements for payment of outstanding and late accounts; escalate transfer to proper authorities as necessary. Investigate collection problems and rectify.
- Oversee to ensure team meets targets daily, monthly and yearly.
- Build working relationships with internal departments to resolve customer disputes in a timely manner.
- Work with management staff to determine Agent’s training gaps for coaching and make amendments to ensure proper coaching is delivered to all staff.
- Promote and advocate quality achievement and performance improvement across the team.
- Keep up-to-date with business operation changes by attending seminars, workshops, webinars, etc. for continuous learning opportunities.
- Ensure the strict confidentiality and privacy of financial transactions as they relate to the organization and its customers.
- Form collection strategies to collect revenue collectively as a team.
Skills
- 3 years' direct experience in collections management.
- Experience with debt collection software preferred.
- 1+ years business development experience to improve operational performance and support future business growth and expansion opportunities
- Demonstrated ability to handle customer escalations
- Must possess a high level of moral judgment for handling confidential information and monetary transactions.
- Strong diplomatic, negotiation, and conflict resolution skills in order to handle late payments and delinquent accounts.
- Able to perform simple to moderate account reconciliations.
- Effective attention to detail and a high degree of accuracy.
- Strong work ethic and positive team attitude.
- Excellent teamwork and team building skills.
- Able to effectively communicate both verbally and in writing.
- Strong problem identification and problem resolution skills.
- High School Diploma or GED required.
This role is ideal for individuals passionate about delivering outstanding customer service while developing their professional skills in a supportive environment.
If you're looking for a new exciting challenge and growth opportunities, we want to hear from you.
ICCS is an Equal Opportunity Employer committed to a diverse and inclusive work environment. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or disability, or any other classification protected by law.
Job Types: Full-time, Permanent
Pay: $50,000.00-$60,000.00 per year
Benefits:
- Extended health care
- On-site parking
- Paid time off
Work Location: In person
