Portfolio Control Manager

Job Summary:

In this role, the Manager, Portfolio Control is responsible for managing a team of approximately 15-20 Collections Representatives, coaching, developing, motivating and delivering corrective action when necessary. Supervisory responsibilities, leadership of people in all work activities. Nature of impact by ensuring the quality of the task/services/information provided by self and others. Area of impact is primarily on own team.

Essential Responsibilities:

• Manage and coach Collection staff of approximately 15-20 employees
• Manage daily collector operations for manual outbound collections or with blended inbound and outbound call volume.
• Motivate Collections staff to achieve standard metrics, including (but not limited to) Delinquent Dollar Resolution, Contacts per Hour, Net Rate, Dollars Collected per Hour, Speed pay Rate, Quality, AHT and VOC metrics.
• Recognize and reward associates on a regular basis, using both formal and informal channels.
• Coach and develop collectors to improve performance and meet compliance goals.
• Review and analyze employee performance statistics on a daily basis.
• Address employee issues in a timely manner.
• Deliver informal coaching sessions promptly, and formal corrective action with specific behavioral recommendations in a reasonable amount of time.
• Complete and conduct monthly and annual employee evaluations.
• Manage disciplinary process as necessary.
• Effectively manage communications with assigned associates through daily interaction, monthly meetings, and informal coaching.
• Support the daily operations of the Department Unit.
• Manage various projects as assigned.
• Coordinate work schedules and weekend coverage with other PCMs in the Collections department.
• Work with the other PCMs in the Collections department to deliver training, schedule and manage Unit meetings, and enhance processes where necessary. Uses judgment based on practice and precedence.

Qualifications/Requirements:

• Bachelor’s degree in Management or a graduate of any 4 or 5 year course or at least one year of experience in customer service in a financial setting.
• Experience in a financial services collections function.
• Call Center Management experience.