Customer Solutions Manager - Bilingual (Spanish)

High School Diploma or equivalent

3+ years of experience in the debt collection or similar industry and/or 3+ years supervisory experience preferred

May be requested to obtain and maintain state required licensing

Proficient understanding and application of elements of Fair Debt Collection Practices (FDCPA) and Fair Credit Reporting Act (FCRA)

Excellent written and verbal communication skills, as well as interpersonal and customer service skills

Ability to identify problems, organize, collect, and analyze data and make recommendations for improvement

Directs and coordinates activities of team members engaged in collecting charged off customer accounts. Drives productivity and generates revenue through continuous coaching and development of team members. Responsible for regulatory compliance and company policy enforcement.

Productivity and Staffing Management

Maintains productivity standards by examining daily workload volumes, prioritizing work efforts, and developing timely and accurate forecasts

Identifies causes of performance deficiencies within team and executes improvement plans

Analyzes team data to identify training needs, potential revenue loss and other areas of improvement including screen enhancements and new tools to help representatives be more productive

Responsible for maximizing staffing levels that are consistent with company policies related to flexible scheduling, paid time off requests and make up time