Central Research is actively seeing a Director of Operations for immediate hire in support of the U.S. Department of Education, Federal Student Aid, Default Collection Service Contract!  This new position reports directly to and works in tandem with the Vice President of Operations (VPO).

The ideal candidate is a trusted business partner demonstrating success with, and is capable of being, solely responsible for the front-line operation:  overseeing the call center floor; monitoring all aspects of call center related functions; adjusting as needed to meet or exceed client and customer contractual requirements; providing strategic support to the VPO and Collection Managers to exceed operational expectations and achieve optimum performance and compliance.

The Director is responsible for the active direction, mentoring and development of collection department leaders.     

Responsibilities

• Lead, manage and train collection teams: managers, supervisors, team leads and staff
• Develop strategies to enhance student loan collection production
• Design and implement process improvements to increase performance and minimize risk
• Provide feedback regarding the collection challenges resulting from internal processes
• Directly responsible for managing the front-line collection activities for Student loans, Administrative Wage Garnishments, Consolidations, and Rehabilitation Servicing
• Prepare and provide production reports and statistical collections data to the Vice President(VPO)
• Ensure compliance with all appropriate federal and state regulation requirements
• Assist with resolution of accounts with a dispute or other compliance concerns
• Ensure sufficient internal controls and compliance training are provided, review and train staff on collection calls
• Obtain monthly/quarterly production and compliance goals
• Mentor, coach and develop the collection management team to ensure operational excellence
• Collaborate with VPO regarding:
  •  Operational activity decisions
  •  Strategic goals setting
  •  Policies and procedures implementation related to the ED contract  
• Regularly participates in continuing education programs to stay abreast of changes in federal and state debt collection laws and regulations

Minimum Requirements

• Bachelor’s Degree preferred or wide breadth of related experience.
• Minimum 7 years’ experience in an operation leadership role directing and managing staff for the U.S. Department of Education (ED), Federal Student Aid (FSA), and or Private Collection Agency (PCA) Contracts
• Thorough knowledge and understanding of the FDCPA and CFPB, it’s associated regulations, and the federal and state debt collection laws and regulations.
• High degree of innovation, analysis and reason to solve highly complicated problems in the absence of guidelines or precedents where generally applied principles are inadequate or unavailable, including the ability to conceptualize solutions in an unstructured or dynamic environment, which have significant organization-wide impact
• Prior success effectively leading and coaching teams to achieve goals, objectives, and adhere to corporate values
• Successful experience leading large scale projects over extended periods of time
• Technical documentation expertise; including call center metrics and ability to translate operational concepts into measurable results
• Intermediate knowledge of Microsoft Office products; Excel, Word, PowerPoint and Outlook
• Ability to read, write and speak fluent English 
• Excellent oral, written, presentation and facilitation skills
• Demonstrated ability to communicate effectively within all levels of the organization
• Demonstrate a superior level of initiative and proven ability to work collaboratively and independently
• Ability to adjust quickly to changing business needs

Apply now at www.central-research.com/careers

Important Information:

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.  

Veterans are strongly encouraged to apply.

Central Research, Inc. (CRI) is an equal opportunity employer.  We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics. The EEO is the Law poster is available here and the supplemental poster can be found here. 

CRI ensures nondiscrimination in all programs and activities in accordance with Title VI of the Civil Rights Act of 1964. 

CRI abides by Executive Order 13665. The Pay Transparency Non-Discrimination Provision poster is available here.

To comply with federal law, CRI participates in E-Verify, an electronic program through which employers confirm the employment eligibility of their employees after hire. The E-Verify poster is available here.