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Position: Senior Director of Collections

Job Code:
Location: Dallas, Texas


Primary Responsibilities:
American First Finance (AFF) provides retail merchants across the U.S. with consumer finance solutions that allow their shoppers to make purchases of goods and services when, where and how they want!

The Sr. Director of Collections is responsible for directing, managing and coordinating the operations and strategies of collection staff and supervises the functioning of each assigned area. The Sr. Director of Collections is responsible for generating, reviewing and evaluating reporting for delinquent accounts and credit reports. Additionally, the Sr. Director of Collections utilizes set policies and procedures given by the organization to prepare and monitor all financial, fiscal documentation, statistical and analytical collection reporting. The Sr. Director of Collections ensures that all collection staff are operating in accordance with policies and procedures of the department as well as within the organization. Most importantly, the Sr. Director of Collections should place the utmost importance on the training, coaching, and improvement of all agents and Team Managers on the team.

Join the AFF team and enjoy amazing benefits including:
Top-Notch Healthcare
Competitive Salary
Career Advancement
Diverse, Collaborative & Fun Work Environment
Pet Insurance and more!

Required Knowledge, Skills:

Train, Coach, Develop, Lead, and Encourage all agents and Team Managers
Transfer knowledge and experience to team members – develop the next leaders
Ensure compliance with all Federal, State and local laws
Establish collection goals monthly, quarterly and annually in conjunction with management
Monitor the key performance indicators and drivers of individual and team collection performance business and take corrective action as needed
Manage multiple call-centers, including nearshore location(s) and be willing to travel to each site for extended periods as needed
Maintain performance records on all Payment Solution Specialists and Managers, including but not limited to, collection activity, dollars collected, roll rates, and goal tracking
Drive performance by “walking the talk” and helping all direct reports and agents perform to the best of their ability
Drive new innovations via testing and suggested strategy changes
Manage collections-related vendors
Attain top performance on all teams by clearly understanding and executing KPI metrics
Responsible for account-specific work plans and inventory management
Provide management with daily/weekly/monthly summary of completed activities and accomplishments as requested
Establish and maintain compliance with all contractual requirements and policies
Participation in the planning and execution of AFF’s strategic plans
Monitor and coordinate opening/closing of office to ensure safety of all employees on company property
Create and execute contests to motivate the collections staff on an ongoing basis
Responsible for adhering to productivity, quality, and cost standards
Responsible for creating a productive and positive work environment to maximize individual and team performance
Participate in the interview, hiring and decision-making process for onboarding new staff
Works with Training for new hire training, development and ongoing evaluation process of collection staff, including Managers
Participate in disciplinary issues up to and including termination of staff when necessary
Other operational duties as assigned

Qualifications:
Four-year degree or equivalent work experience
5+ years of Manager level (or higher) experience in a collections environment
Excellent interpersonal, oral and written communication skills
Ability to work professionally and courteously with consumers, coworkers and dealers
Proficient knowledge of building and maintaining effective communication strategies that include voice, text, email and chat.
Ability to plan, prioritize and organize workloads
Ability to manage and delegate multiple concurrent priorities and meet deadlines
Able to solve practical problems and deal with a variety of situations where limited information and facts are available
Proficient in Microsoft Office applications including Outlook, Excel and Word
Ability to read and interpret instructional materials such as policy guides, rules and compliance manuals in addition to analyzing client performance and productivity reports

Preferred Skills
Fluent in Spanish (oral and written) a plus
Prior experience and knowledge of installment and lease/rent to own agreements
LiveVox Contact Management System experience a plus
Call Miner experience a plus

Contact Details:
Phone: 855-721-1188
Website: https://workforcenow.adp.com/mascsr/default/mdf/recruitment/recruitment.html?cid=6f4f3e40-ff96-4397-bbfa-9852b47dd5e6&selectedMenuKey=CareerCenter

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Position: Vice President of People

Job Code:
Location: REMOTE, USA


Primary Responsibilities:
Why TrueAccord?

TrueAccord is a category-defining company. We combine machine learning with a human-based approach to transform debt resolution and to get people on the path towards financial health. Every year, more than 70 million Americans have negative experiences dealing with debt. We are changing this by providing personalized digital experiences that guide lenders and consumers through this challenging financial process.

With a world-class leadership team, passionate team members, and proprietary predictive models trained on years worth of transactional data, TrueAccord is well-positioned to deliver on a huge opportunity: helping millions of consumers to regain and keep their financial footing while lowering the cost of doing business for creditors across many industries.

We are a group of mission-oriented, diverse, high-performing and collaborative people working on a complex problem with a deep societal impact.

The Role

We are looking for a visionary, accomplished leader, who embraces our mission to help people in difficult financial situations. We are looking for a leader to drive our recruiting, orientation, career development compensations strategy, retention, and culture efforts as we scale to hundreds of employees; an executive who’s helped grow high performing, cohesive, diverse organizations and instill the processes and tools our company needs to make our team successful as it grows.
Responsibilities

Vision and Strategy: Define and execute on the vision and strategy for the People organization while building and developing the team including HRBPs, talent acquisition, payroll, and more. Manage and grow a team to support your vision and strategy.
Values and Culture: Help continuously evolve and maintain our values and operating principles, and implement various programs and tools to ensure they permeate our organization from hiring, through performance management, to talent development and operational decisions. Help shape the strategy and execution of company wide communications so that important information is shared in the TrueAccord voice and effectively cascaded in a consistent manner.
Talent Acquisition and Retention: Maintain, improve, and scale processes to recruit and retain high performing, diverse, and mission-oriented talent. Design employer branding initiatives that increase brand awareness.
Learning and Development: Build and scale programs that help employees, managers, and executives grow and evolve in their roles to meet the ever changing requirements of our growing company and changing business landscape. Craft internal communication processes that keep the organization informed and aligned as it grows.
Performance Management and Recognition: Provide organization-wide HRBP support and build and maintain performance management and talent recognition processes. Identify high and low performers, reward performance, and drive transparent feedback that leads to effective coaching.
Compensation and Pay: Benchmark and align compensation to industry standards across base, bonus, and equity grants. Partner with executives to support retention and improve alignment using well-designed bonus schemes. Execute on a timely and accurate pay schedule across states, countries, and roles.

Required Knowledge, Skills:

Qualifications and Requirements

5+ years running People/HR teams, including talent acquisition and payroll, at executive level, for organizations with more than 200 full time employees.
Several stints of 2+ years running People and People teams and a demonstrated professional focus on People and Human Resources.
Substantial experience working with organizations comprising both exempt and nonexempt employees, in multiple offices and remote locations .
Substantial experience working at technology companies and with high demand roles such as engineers and product managers in tech hubs.
Demonstrably excellent communication and influence skills, both written and verbal.
Absolutely exemplary integrity and executive presence.
Demonstrated experience building and scaling mentorship and development programs.
Experience hiring, managing, and mentoring high performance organizations.
Experience with highly regulated industries is a big plus.
What TrueAccord offers you + Culture & Benefits

TrueAccord is distributed company with a major presence in the San Francisco Bay area and Lenexa, KS. We offer a healthy work environment that continuously builds an inclusive and diverse culture where everyone is able to develop the best version of themselves. We are a dynamic group of people who are subject matter experts with a passion for change.

We offer:
*** Generous paid time off
*** Paid training
*** We promote work/life harmony
*** Paid holidays
*** Health, dental and vision benefits
*** 401K with matching

Our teams are crafting solutions to big problems every day. If you’re looking for an opportunity to do impactful work, join TrueAccord and make a difference.

Our Dedication to Diversity & Inclusion

TrueAccord is an equal opportunity employer. We promote, value, and thrive with a diverse & inclusive team. Different perspectives contribute to better solutions and this makes us stronger every day. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

Contact Details:
Phone: (866) 611-2731
Website: https://jobs.lever.co/trueaccord/3b8b18d5-bbe2-407d-a5cf-9c52f62256f3

Apply Online

Position: Collections Team Manager

Job Code:
Location: Dallas, Texas


Primary Responsibilities:
Roles and Responsibilities:

Daily training of Representatives to ensure they are confident and competent in their roles
One-on-one coaching
Requires a level of awareness to both identify and coach employees based on where they are in their skill level and personal development as individuals
Full understanding of collection tools, workout programs, policies and procedures
Prepares and communicates call center performance reports by collecting, analyzing, and summarizing data and trends
Facilitates training and ensures compliance of Representatives with collection laws, customer privacy laws, and HR laws.
Troubleshooting/Correction of Errors
Full understanding of the loan management system to provide troubleshooting assistance to agents.
The ability to identify errors within loan management system and can provide full description of the issue and a desired outcome.

Required Knowledge, Skills:

Qualifications:

College Degree preferred; High School Diploma combined with work experience at minimum
2+ years of leading high performing call center teams
Ability to work professionally and courteously with consumers, coworkers and dealers
Proficient knowledge of building and maintaining effective communication strategies that include dialer, text, email and chat
Ability to plan, prioritize and organize workloads
Ability to manage and delegate multiple concurrent priorities and meet deadlines
Quickly be able to solve practical problems and deal with a variety of situations where limited information and facts are available
Fluent in Spanish (oral and written)
Prior experience and knowledge of installment and lease/rent to own agreements
LiveVox Dialer System experience a plus
CallMiner experience a plus

Contact Details:
Phone: 855-721-1188
Website: https://workforcenow.adp.com/mascsr/default/mdf/recruitment/recruitment.html?cid=6f4f3e40-ff96-4397-bbfa-9852b47dd5e6&selectedMenuKey=CurrentOpenings

Apply Online

Position: Customer Engagement Supervisor - Collections

Job Code:
Location: Lenexa, KS


Primary Responsibilities:
Why TrueAccord?

TrueAccord is a category-defining company. We combine machine learning with a human-based approach to transform debt resolution and to get people on the path towards financial health. Every year, more than 70 million Americans have negative experiences dealing with debt. We are changing this by providing personalized digital experiences that guide lenders and consumers through this challenging financial process.

With a world-class leadership team, passionate team members, and proprietary predictive models trained on years worth of transactional data, TrueAccord is well-positioned to deliver on a huge opportunity: helping millions of consumers to regain and keep their financial footing while lowering the cost of doing business for creditors across many industries.

Position Summary

We are looking for a highly motivated Customer Engagement Supervisor to join our growing FinTech startup. Our Customer Engagement Team plays a key role in the success of the business, ensuring that our customers receive the best possible experience in accordance with our mission. Candidates for this position must demonstrate a passion for creating an outstanding customer and employee experience. You will be responsible for managing a team of Customer Engagement Specialists, delivering strong performance, ensuring high quality standards are met while maximizing employee engagement and morale. In addition, this role will work closely with all TrueAccord teams to improve our platform by providing valuable feedback on product performance.
Responsibilities:

Supervise, train and manage staff of 12-15 collections specialists:
Meet weekly with direct reports for performance metrics review and professional development
Provide timely feedback and hold the team accountable to the highest standards
Complete monthly quality monitors on agents to ensure compliance with laws and regulations, effective collection skills, and delivery of an exceptional customer experience
Facilitate regularly scheduled staff meetings
Perform semi-annual staff reviews; establish individual goals for development
Motivate employees to reach departmental goals and objectives
Facilitate ongoing performance management
Train and assist staff to handle work volume and issues, in accordance with the company’s policies, procedures and compliance guidelines
Support the daily operations of the Customer Engagement team, managing “real time” work volumes and providing service to customers, clients and staff
Identify trends and escalate issues to the Customer Engagement team’s management in a timely manner to enhance customer experience, improve policies and procedures and minimize risk
Participate in daily scheduling for call / email volumes and adherence to the company’s service level agreements (SLA)
Identify, recommend and support the implementation of programs for the improvement of call center processes
Respond to real time customer issues / incidents / escalated calls and emails.

Required Knowledge, Skills:

Qualifications:

Strong communication and interpersonal skills
Strong attention to detail and critical thinking
Ability to manage multiple tasks/projects and deadlines simultaneously
Flexible scheduling required which could include working weekends with advance notice
Ability to work in a fast paced environment and adapt quickly to change
Exceptional leadership skills with a proven track record of results in coaching, mentoring and developing call center agents to meet and exceed established goals
Ability to support and maintain a team environment where collaboration and the knowledge transfer process are critical for success
Ability to lead a team with a strong commitment to positive, constructive and progressive work environment aligned with TrueAccord’s core values
Proficient computer skills
High school diploma (or equivalent) required, Bachelor's Degree preferred
5+ years of collections experience with 2+ years in Call Center management preferred


What TrueAccord offers you + Culture & Benefits

TrueAccord is headquartered in San Francisco and opened a new office in Lenexa, KS in April 2019. We offer a healthy work environment that continuously builds an inclusive & diverse culture where everyone is able to develop the best version of themselves. We are a dynamic group of people who are subject matter experts with a passion for change (and a strong Giphy game).

We promote work/life harmony and increased productivity. Company events are held for all our teams to come together, have fun and learn about one another.

Our teams are crafting solutions to big problems every day. If you’re looking for an opportunity to do impactful work, join TrueAccord and make a difference.


Our Dedication to Diversity & Inclusion

TrueAccord is an equal opportunity employer. We promote, value, and thrive with a diverse & inclusive team. Different perspectives contribute to better solutions and this make us stronger every day. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

Contact Details:
Phone: (866) 611-2731
Website: https://jobs.lever.co/trueaccord/54af4837-46d2-47c8-9816-eb0065048eb8

Apply Online