Location: Irving, TX
At Exeter Finance, we are committed to helping customers find the right financing for their next vehicle purchase. By building strong relationships with our customers and network of dealer partners we are able to give options that make sense, getting customers behind the wheel of their car.
Every team member is integral to our success. Whether you’re at a servicing center helping customers with their loans, in the field building relationships with dealers, or supporting the company from its corporate offices, you'll enjoy a nurturing, invigorating and positive work environment.
Our vision is to be a premier finance company and lender of choice known for its People, Performance and Service.
The Director of Collections is responsible for day-to-day strategies and performance of overdue/delinquent accounts, as well as the creation and improvement of collections processes. The function will manage Early Pay Default, MA/NH, and Early Skips functions.
25% - Provides and documents performance feedback through side-by-side coaching, performance reviews, mentoring, goal setting and deficiency management.
15% - Manages performance objectives of collections and drives for results.
15% - Manages performance objectives of collection supervisors/team leaders and drives for results.
10% - Reviews collection efforts specialty teams and reviews compliance adherence.
10% - Improves customer satisfaction and call quality by monitoring and providing feedback.
10% - Appropriately addresses human resources issues, such as attendance and interpersonal conflicts in the workplace.
05% - Participates in the interviewing of collectors/supervisors/team leaders and make hiring decisions.
05% - Ensures compliance with Exeter’s policies & procedures, safety, state and federal process regulations and standards.
05% - Other duties as required
Required Knowledge, Skills:
Qualifications - Education and Work Experience
Bachelor’s degree in a related field or equivalent experience.
Six (6) or more years of direct job related experience, to include a minimum of four (4) years in the automotive lending industry, preferred, and two (2) years supervisory/management experience.
Process Management experience, Certification in process management preferred
Exeter Finance LLC is an Equal Opportunity Employer.
Location: LENEXA, KS
The Collections Department Manager role will play an integral part in our Customer Engagement (CE) Team, providing focused expertise and support in implementing our contact center strategies to maximize operational effectiveness. This includes responsibility of the day-to-day operations of the call center teams to ensure the highest quality of work and goal attainment, appropriate problem solving and escalation, and development of direct and indirect staff to ensure a high performing, goal-oriented staff.
Lead a team of 60+ collections associates with 4+ supervisor direct reports
Manage the day-to-day operations of the collections contact center and ensure that all daily and periodic activities are completed as planned
Motivate and develop collections supervisors through coaching, feedback and personal development in order to enhance individual and team performance and maximize staff retention
Partner with WFM to achieve intraday, daily, weekly, and monthly SLA targets
Track and manage metrics, coach and develop associates, oversee quality assurance, and resolve system issues
Ensure processes are documented, projects are prioritized and business objective are met
Identify and drive process improvements that improve customer experience, lower costs, and maximize liquidation results
Collaborate with others across multiple lines of business to maximize performance and drive goal attainment
Continuously analyze current business workflows and productivity/efficiency results in order to to seek improvements
Develop strategies in a fast-paced environment where new variables are constantly emerging
Attend, manage or organize disciplinary procedures as required
Be cost conscious and ensure that resources are managed as efficiently as possible, maximizing opportunities to reduce cost without compromising service
Required Knowledge, Skills:
Preferred Qualifications, Skills, and Experience:
Passionate about building a world-class collections team
Proven experience applying operational efficiency methodologies to a collections call center
Deep knowledge and understanding of collections strategies, laws and regulations
Highly skilled at both process and project management
Strong analytical skills with an ability to identify operational opportunities, and develop and implement plans to evolve our business
Strong leadership skills with a proven track record for developing high-performing teams
A minimum of 5 years of collections call center department management experience, preferably with 3rd party collections experience
At least 2 years of experience in project management
Phone: (866) 611-2731
Location: Florence Kentucky
The Recovery Sr Manager accomplishes results through the management of professional team(s) and department(s). Integrates subject matter and industry expertise within a defined area. Contributes to standards around which others will operate. Requires in-depth understanding of how areas collectively integrate within the sub-function as well as coordinate and contribute to the objectives of the entire function. Requires basic commercial awareness. Developed communication and diplomacy skills are required in order to guide, influence and convince others, in particular colleagues in other areas and occasional external customers. Has responsibility for volume, quality, timeliness and delivery of end results of an area. May have responsibility for planning, budgeting and policy formulation within area of expertise. Involved in short-term planning resource planning. Full management responsibility of a team, which may include management of people, budget and planning, to include duties such as performance evaluation, compensation, hiring, disciplinary and terminations and may include budget approval.
Manages one or more teams that support a segment of Aged Debt (Recovery)
Manages occasionally complex and variable issues with significant departmental impact
Shares responsibility for budget, policy formulation and planning; develops recovery strategies to limit portfolio foreclosures, repossessions, bankruptcies, etc.
Manages all training and development needs for assigned personnel
Evaluates subordinates' performance and makes recommendations for pay increases, promotions, terminations, staffing etc.
Applies in-depth understanding of how areas collectively integrate within the sub function as well as coordinate and contribute to the goals of the entire function; and, requires basic commercial awareness
Demonstrates a comprehensive understanding of how own area collectively integrates to contribute to achieving overall business goals
Provides evaluative judgment based on analysis of factual information in complicated and unique situations
Ensures essential procedures are followed and contributes to defining standards
Required to persuade and influence others; may negotiate with external parties
Appropriately assess risk when business decisions are made, demonstrating particular consideration for the firm's reputation and safeguarding Citigroup, its clients and assets, by driving compliance with applicable laws, rules and regulations, adhering to Policy, applying sound ethical judgment regarding personal behavior, conduct and business practices, and escalating, managing and reporting control issues with transparency, as well as effectively supervise the activity of others and create accountability with those who fail to maintain these standards.
Required Knowledge, Skills:
6-10 years prior experience preferred
Strong people management skills; preferably at the Manager of Managers level
Recovery or Collections background is a plus
Excellent customer service skills
Bachelor’s/University degree, Master’s degree preferred
SUMMARY: This position is primarily responsible for contacting consumers in an assigned work list and via a predictive dialing system to resolve accounts and secure payment plans where applicable.
DUTIES AND RESPONSIBILITIES:
Communicates with consumers via phone and maintains compliance standards through proper documentation, status update, queue and telephone manner.
Follows all FDCPA, FCCPA, FCRA, and HIPAA internal policies and procedures
Follows the ACA Code of Ethics
Confers with consumer/patient by telephone and chat and seeks to determine reason for overdue payment
Demonstrates basic compliant negotiation skills to resolve GCCB’s accounts accurately which may include reviewing the explanation of benefits, previous billing statements, and basic date of service information with the consumer/patient.
Gathers all required pertinent insurance information where insurance has not billed or there is missing information
Initiates complete and clear requests to specific departments as needed for insurance filing and follow-up, compliance, accounting, workers compensation, dispute handling, and attorney and estate representation.
Initiates follow-up on broken promises
Receives payments and accurately processes payment plans and settlements
Follows client work plan specific instructions
Escalate supervisor and complaint calls to ensure high level of service is provided to the consumer
Requests necessary notices to expedite account resolution
Follows all client required expectations in the client work plan with regard to how accounts are managed
Attends training courses as assigned for initial and ongoing training
Performs other related duties as assigned by management.
This job has no supervisory responsibilities.
Required Knowledge, Skills:
High school diploma or general education degree (GED), or one to three months related experience and/or training, or equivalent combination of education and experience.
Certificates, licenses and registrations required: Associates or bachelor’s degree preferred
Computer skills required: Contact Software; Microsoft Office Suite, minimum 35 wpm.
Diversity - Demonstrates knowledge of EEO policy; Shows respect and sensitivity for cultural differences; Educates others on the value of diversity; Promotes a harassment-free environment; Builds a diverse workforce.
Ethics - Treats people with respect; Keeps commitments; Inspires the trust of others; Works with integrity and ethically; Upholds organizational values.
Adaptability - Adapts to changes in the work environment; Manages competing demands; Changes approach or method to best fit the situation; Able to deal with frequent change, delays, or unexpected events.
Attendance/Punctuality - Is consistently at work and on time; Ensures work responsibilities are covered when absent; Arrives at meetings and appointments on time.
Business Acumen - Understands business implications of decisions; Displays orientation to profitability; Demonstrates knowledge of market and competition; Aligns work with strategic goals.
Customer Service - Manages difficult or emotional customer situations; Responds promptly to customer needs; Solicits customer feedback to improve service; Responds to requests for service and assistance; Meets commitments.
Dependability - Follows instructions, responds to management direction; Takes responsibility for own actions; Keeps commitments; Commits to long hours of work when necessary to reach goals; Completes tasks on time or notifies appropriate person with an alternate plan.
Innovation - Displays original thinking and creativity; Meets challenges with resourcefulness; Generates suggestions for improving work; Develops innovative approaches and ideas; Presents ideas and information in a manner that gets others' attention.
Leadership - Exhibits confidence in self and others; Inspires and motivates others to perform well; Effectively influences actions and opinions of others; Accepts feedback from others; Gives appropriate recognition to others.
Motivation - Sets and achieves challenging goals; Demonstrates persistence and overcomes obstacles; Measures self against standard of excellence; Takes calculated risks to accomplish goals.
Oral Communication - Speaks clearly and persuasively in positive or negative situations; Listens and gets clarification; Responds well to questions; Demonstrates group presentation skills; Participates in meetings.
Professionalism - Approaches others in a tactful manner; Reacts well under pressure; Treats others with respect and consideration regardless of their status or position; Accepts responsibility for own actions; Follows through on commitments.
Quality Management - Looks for ways to improve and promote quality; Demonstrates accuracy and thoroughness.
Quantity - Meets productivity standards; Completes work in timely manner; Strives to increase productivity; Works quickly.
Safety and Security - Observes safety and security procedures; Determines appropriate action beyond guidelines; Reports potentially unsafe conditions; Uses equipment and materials properly.
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; Able to build morale and group commitments to goals and objectives; Supports everyone's efforts to succeed.
Written Communication - Writes clearly and informatively; Edits work for spelling and grammar; Varies writing style to meet needs; Presents numerical data effectively; Able to read and interpret written information.
PHYSICAL DEMANDS AND WORK ENVIRONMENT:
Occasionally required to stand
Occasionally required to walk
Continually required to sit
Frequently required to utilize hand and finger dexterity for mouse and keyboard access
Occasionally required to climb, balance, bend, stoop, kneel or crawl
Continually required to talk or hear
While performing the duties of this job, the noise level in the work environment is usually moderate
The employee must occasionally lift and or move more than 10 pounds.
Specific vision abilities for this job include: Close vision; Distance vision; color vision and ability to adjust and focus.
The above is intended to describe the general content of and requirements for the performance of this job. It is not to be construed as an exhaustive statement of duties, responsibilities or physical requirements. Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities to this job at any time. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Phone: (941) 927-6999
Location: This position is remote, and the candidate selected may work where they live. Candidate will focus on domestic clients/prospects.
As a Sales Executive you will:
Meet or exceed quarterly and annual revenue goals for products and services to achieve the goal in new margin
Demonstrate ability to prospect to create pipeline of new revenue opportunities
Be a trusted advisor to clients and prospects by demonstrating a competency in the industry, product, and services
Manage a robust pipeline to meet revenue goals and ensure sales cycle time
Forecast with accuracy the potential increase in revenue from assigned clients
Ensure client satisfaction and client retention. Your customers see you as a partner
Required Knowledge, Skills:
Bachelor’s degree in sales/professional selling, business, marketing, public relations, management or related field
5 to 10+ years of sales/business development experience in a related industry
Minimum of 5 years proven experience as a successful field sales professional
Selling of complex solutions/consultative (not commodity sales) within healthcare, government and/or multiple verticals
Software sales within a team environment
Demonstrate consistent achievement (and exceeding) of revenue goals, quotas and related objectives
Knowledge and contacts in the healthcare or government revenue cycle space and experience in selling financial systems and services is required.
Must have a strong desire to win with a competitive spirit. We are looking for a hunter, not a farmer!
Strong intellectual curiosity and demonstrated ability to sell in a competitive environment – solution selling is very important
Demonstrated technical and business acumen and ability to persuade and influence
Must be able to travel up to 40-50% of the time
Knowledge of Salesforce a plus
We believe our values and You-Powered Culture set us apart. We take them very seriously and they’re at the core of everything we do. Beyond our values, we have some other great perks:
Best Places to Work award-winning organization
Career growth and mentorship opportunities
You-Powered Culture – We’ll support you in getting what you need, from your first contact during your hiring process throughout your career at Ontario Systems
Flexible work environment and competitive pay
Health insurance with wellness discounts, medical, dental and vision care
Well-deserved time off with Paid Time Off program, personal holiday, plus 8 paid holidays
Paid Volunteer Time Off Program – make a difference in your community
24/7 onsite fitness center
Education assistance program
About Ontario Systems Ontario Systems is a leading provider of enterprise revenue cycle management software to the healthcare, accounts receivable management, and government markets. Established in 1980 and headquartered in Muncie, Ind., with offices located in Vancouver, Washington, and Albuquerque, New Mexico, and more than 500 associates across 32 different states, Ontario Systems offers a full portfolio of leading software platforms, including Artiva RM™, Artiva HCx™, Contact Savvy®, RevQ®, Full Court Enterprise ®, Full Case ®, and CitePayUSA. Ontario Systems’ industry-leading customers include 5 of the 15 largest hospital networks who actively manage over $40 billion in receivables collectively, as well as 8 of the 10 largest ARM companies and more than a hundred federal, state and municipal government clients in the U.S.
Equal Employment Opportunity Policy Ontario Systems, LLC does not discriminate in employment on the basis of race, color, religion, sex (including pregnancy and gender identity), national origin, political affiliation, sexual orientation, marital status, disability, genetic information, age, membership in an employee organization, retaliation, parental status, military service, or other non-merit factor.
Location: Tempe, Arizona
Would you like to be a part of a growing company? Flagship’s programs are designed to serve customers who have limited access to automobile financing through traditional lending sources. At Flagship, we understand good people can have less than great credit. We believe as long as our customers are committed to establishing their credit profile, they deserve the opportunity to receive an automobile loan.
We are looking for experienced Loan Servicing Representatives who will continue to inform and help us educate our customers to ensure their needs are met with their financing. This is a high-energy and service-focused position dedicated to creating a positive memorable experience that is centered on our customers.
What do we value?
Integrity, Passion, Trust, Discipline, Respect, and Continuous Improvement – just to name a few
Required Knowledge, Skills:
5+ years in a loan servicing role with direct, over-the-phone interaction
Excellent written and verbal communication skills
Personable and outgoing demeanor with a high degree of professionalism
Active listening skills and an ability to influence others
Excellent organizational skills and the ability to concurrently manage multiple accounts, tasks, and communication channels
Ability to embrace a team environment and a culture of continuous improvement
Proficiency in Microsoft Office Suite
Working knowledge of Fair Debt Collection Practices Act (FDCPA)
Bi-lingual not required – but a plus if you are!
What is a day in the life at Flagship as a Loan Servicing Representative?
· Review and monitor delinquent accounts daily, and maintains losses at or below established guidelines for assigned job duties. Receive incoming calls and make outbound collection calls to encourage payments and cure outstanding past-due account balances to avoid further delinquency.
· Utilizes all available methods, including online systems and other resources, to perform skip trace work to establish contact with account holders to avoid repossession or locate collateral.
· Accurately document all account activities and pertinent information to include, but not limited to, verifications and demographic changes.
· Take action on accounts needing additional attention. Seek manager approval as needed.
· Assist other related departments as required by business needs.
· Ensure compliance with Flagship’s policies, procedures, safety, state, and federal laws, regulations, and standards.
· Other duties as required.
Find Your PACE Today
As we continue to evolve as a leading financial services provider, we’re reaching new heights more and more every day. We’re looking for good people to share the road with, people who share our vision and mission: To provide exemplary service to dealers, associates, customers, and stakeholders. We’re a company that is driven by our values. So why are you still in the passenger’s seat? If you want to get behind the wheel, take a ride with us.
Location: London, England
This is a unique opportunity to set up a new team in an established prestigious asset finance company. As Head of Collections, you will be accountable for leading the collections department, ensuring that arrears cases are handled appropriately and in line with regulatory and company requirements. Excellent operational and organisational skills are essential, as well as a deep understanding of designing and running a collections function with a drive to maximise the percentage of repayments and minimise losses, whilst delivering fair customer outcomes. You will be required to demonstrate strong leadership skills, financial acumen and the ability to communicate and liaise with a number of management levels and different teams within the organisation.
You will be responsible for the implementation and optimisation of collections and recoveries strategies, ensuring all debts are managed appropriately and compliantly, in line with internal policy and external regulation or codes of conduct. It is vital in this role that all compliance responsibilities are met and the department is proactive in this regard.
Coordinate activities of staff members to ensure a smooth and efficient department treat efficiently and proactively manage accounts in arrears or known at-risk cases.
Create and implement strategies to increase the number of successful collections on outstanding debt.
Recruit, hire, train and evaluate staff members within the collections department to ensure a sufficient number of competent staff members are available to handle the workload.
Develop goals that complement the overarching business goals of the company and coordinate staff to continually meet and exceed goals.
Run reports and analyze data pertaining to the department for senior management and appropriate Bank committees.
As required, enhance and develop collections policy and procedures to ensure best in class, whilst retaining the smooth running of the department.
Ensure close working with the Recoveries function and asset management as required.
Take full ownership of identifying new opportunities to enhance existing strategies to improve both debts.
Work closely with the Business Intelligence team to ensure the integrity of collections MI, providing reports to senior management and executive meetings as required.
Required Knowledge, Skills:
Substantial experience of working in both regulated and non-regulated Asset Finance lending with a proven track record of successfully designing and delivering against debt collections and recoveries strategies.
Excellent analytical and numerical skills to turn data into comprehensive reporting and MI and actionable insights.
Excellent understanding of FCA guidelines and how they apply to collections and recoveries strategies.
Proven track record in working collaboratively with operations, compliance and risk to ensure all customer communications and strategies are compliant
Strategic thinker who is a strong influencer at a senior level, and able to gain support for and deliver against business plans.
Knowledge of insolvency procedures both corporate and personal.
Knowledge of legal enforcement procedures.
Knowledge of complaint procedures and the confidence to handle difficult calls.
Strong communication and team management skills.
Phone: 07450 425790