Director – Non-Performing Contact Center
Contact Center
Reports To: SVP
Purpose: The director of the Non-Performing Contact Center Management is responsible for executing the tactical and directing the strategic activities within customer contact. This includes management of both Collections and Loss Mitigation, including the Single Point of Contact function.
Essential Duties and Responsibilities include the following. Other duties may be assigned.
- Leads both collections and loss mitigation engagement. Must have expert level knowledge and strong partnerships with Legal, Risk, and Compliance. This requires knowledge of both products and their differing laws, rules, and regulations.
- Responsible for capacity and agent performance including, but not limited to delinquency cure rates and retention and non-retention loss mitigation options.
- Manages all administrative functions housed in the Contact Center, including interviewing, training, policies and procedures, audit participation, and regulator/rating agency reporting.
- Architect, in partnership with the VP of Command Center, for all calling strategies including, but not limited to, call segmentation, collections strategies, digital adoption, and resource management to exceed client expectations which working within a finite financial plan.
- Delivers departmental overview and presentations for investors, rating agencies, and other clients and potential clients of the company.
- Effective with communicating to all levels of the company including the senior leadership team including the CEO.
Qualifications: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The qualified candidate must have:
- Significant experience managing/running large scale non-performing contact centers.
Ability to work well under pressure, handle competing priorities and meet deadlines.
- A high level of confidentiality to protect privacy rights.
- Effectiveness as a team player.
- Ability to easily prioritize job duties according to the needs of the company.
- Strong sense of professionalism and positivity.
- Strong professional and interpersonal communication skills verbally and through written electronic correspondence.
- Ability to develop rapport with all levels of associates and establish credibility.
- Excellent listening skills and the ability to use good judgment.
- Problem solving and decision-making ability.
- Ability to produce quality work.
- Ability to think and solve problems strategically.
- Advanced analytical skills, ability to analyze problems and provide appropriate solution.
- Excellent attention to detail.
Competencies: To perform the job successfully, an individual should demonstrate the following:
Adaptability – Quickly embraces and adapts to changes in the work environment. Manages multiple competing demands. Changes approach or method to best fit the situation, audience or client/customer. Excels in an environment of unexpected events.
Business Ethics– Treats people with respect. Keep commitments. Inspires the trust of others. Works with integrity and ethically. Upholds organizational values. Drives followership. Leads by example.
Communications- Expresses ideas and thoughts clearly both verbally and in written form. Exhibits active listening and comprehension. Keeps others adequately informed. Selects and uses appropriate communication method.
Customer Service- Displays courtesy and sensitivity. Manages difficult or emotional customer situations. Meets commitments. Responds promptly to customer needs. Solicits customer feedback to improve service. Roll supports multiple internal and external customers.
Dependability- Responds to requests for service and assistance. Follows instructions, responds to management direction. Takes responsibility for own actions and those of their team. Commits to doing the best job possible. Keeps commitments.
Teamwork- Balances team and individual responsibilities. Exhibits objectivity and openness to others' views. Gives and welcomes feedback. Contributes to building a positive team spirit. Puts success of team above own interests. Embraces diversity in their team’s previous experience.
Education/Experience: High school diploma or general education degree (GED) required. Associate degree (A. A.) from two-year College preferred. 10 years’ experience in call centers and 5 years’ experience both in leading call center telephony and workforce management.
Language Ability: Ability to read and comprehend complex instructions, correspondence, and memos. Ability to write correspondence including processes and procedures. Ability to effectively present information in various audiences from one-on-one and small group situations to customers, clients, and other employees of the organization.
Reasoning Ability: Ability to apply common sense understanding to carry out detailed written or oral instructions with minimal supervision.Ability to deal with problems involving a few concrete variables in standardized situations.
Computer Skills: Working knowledge of and experience with Microsoft Office (Word, Excel, and Outlook). Previous experience with MSP, Black Knight/LPS and Sagent preferred.
Certificates and Licenses: N/A
Supervisory Responsibilities: N/A
Travel: Some travel maybe required.
Work Environment:
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
This position works in a typical office environment with moderate noise levels.
Physical Demands:
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
The employee is regularly required to sit while working at a desk, occasionally standing, walking, and using hands to lift and/or move up to 10 pounds. May also climb or balance; stoop, kneel, crouch or crawl. Needs to be able to talk and hear, but no special vision is required beyond the ability to see in order to read.
The above job description is not intended to be an all-inclusive list of duties and standards of the position. Incumbents will follow any other instructions, and perform any other related duties, as assigned by their supervisor.
