Summary:

Central Research is actively seeking a Senior Collections Manager (SCM) to assist with overseeing our student aid default collection services contract.  This position collaborates with and reports to the Director of Operations (DOO). The SCM provides front-line supervision of Collection Managers and their respective collections team.  In addition, the SCM is responsible for ensuring that collections activities completed by the team are compliant with company policies and procedures and applicable state and federal regulations.

Responsibilities & Duties:

• Coordinate with the DOO to establish work flows for the collections team
• Lead, manage, and train collection teams; including managers, supervisors, and team staff
• Mentor, coach and develop the collections management team, to ensure operational excellence
• Develop strategies to enhance student loan collection production
• Speak with consumers and monitor calls
• Design and implement process improvements to increase performance and minimize risk
• Collaborate with DOO regarding decisions on operational activities and strategic goal setting
• Realign work queues to align the work flow set for each team
• Conduct call monitoring audits to ensure staff is following client guidelines and following company policies and procedures  
• Review statistics to identify any necessary plan of correction
• Assist the Compliance Manager with call audits and inform the staff of results and requirements for improvement
• Review monthly performance reports
• Develop strategies to identify areas of under producing segments of the portfolio
• Partner with the Collections Manager to deliver collector refresher training
• Route reviews; ensure accounts are worked at least every 7 days

Minimum Qualifications:

• Bachelor’s degree or equivalent years of relevant experience
• 2 years of collections relevant experience
• 2 years of supervisory experience in a call center or collections environment
• US Citizenship is required per the contract
• Must be able to obtain and maintain a 5C Suitability clearance

Preferred Qualifications: 

• Bachelor’s degree in Business or Finance
• 5 years’ supervisory experience in an operations management role
• Knowledge and experience in the student loan collections industry

Knowledge, Skills & Abilities:

• Knowledge and working experience with skip tracing
• Proven ability to design and communicate daily work flows and dialer campaigns to the team
• Continuous, effective team leadership skills with proven track record of success
• Excellent written, verbal, and interpersonal communication skills
• Intermediate knowledge of Microsoft Office applications
• Ability to teach and effectively motivate others
• Current knowledge of collections industry rules and regulations

Other Information: 

• Relocation assistance may be available 

Equal Opportunity Employer:

Central Research is an Affirmative Action and Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability. Click here to view the Equal Employment Opportunity Posters.

If you’d like to view a copy of the company’s affirmative action plan, please call 703-382-1970. 

If you are an individual with a disability and would like to request a reasonable accommodation as part of the employment selection process, please contact our recruiting office at (703) 382-1363. This telephone line is reserved solely for job seekers with disabilities requesting accessibility assistance or an accommodation in the job application process. Please do not call about the status of your job application if you do not require accessibility assistance or an accommodation. Messages left for other purposes, such as following up on an application or non-disability related technical issues, will not receive a response.

NOTE:  This job description is not intended to be an exhaustive list of all duties, responsibilities or qualifications associated with the job.  It is intended to describe the general nature and work responsibilities of the position.  This job description and the duties of this position are subject to change, modification and addition as deemed necessary by the Company.

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