Loan Servicing Manager
The TMX Finance® Family of Companies is looking for a Loan Servicing Manager to join our team and become part of a dynamic corporate culture dedicated to supporting our stores and team members. Our Loan Servicing Manager uses their leadership and customer service skills to lead a team that works with customers facing payment difficulties to help ensure they are able to settle their accounts. Whether it's examining and updating processes or encouraging their team members to meet their production and career goals, our Loan Servicing Manager grows their team's profits and abilities with the highest of integrity. You come to the table with the dedication and work ethic we expect of every team member, and we'll provide you with the training, tools, and resources you'll need to succeed.
Essential Functions & Responsibilities
Oversee a team of up to 20 Collectors to include charge off collectors, personal loan collectors, ACH administrators and one Team Lead as well as monitor calls for quality assurance purposes, create shift schedules to ensure adequate coverage and work in conjunction with our Dialer administrator to build out dialer campaigns to meet and exceed goals.
Collaborate with the Director and other Sr. Management and internal business partners on various process and policy enhancements, champions and challengers including the creation and development of quality assurance scorecards, trending performance reports, compliance adherence measures, and ancillary reporting.
Coach and develop your team through training and setting an example in order to maximize potential for team members and the business. This will be done through 1 on 1 sessions, call calibrations, self-appraisals and training sessions.
Design collection strategies and establish collection goals in collaboration with Senior Management using historical, key collection KPI's to improve collection performance on a portfolio of loans less than 91 days delinquent that are secured and unsecured.
Develop customer relationships and provide unrivaled customer service in order to build new business, increase store profitability, and further brand loyalty and recognition.
Set performance standards and expectations while holding team accountable for upholding compliance with Company policies and procedures, as well as local, state, and federal laws and regulations.
33001, CORP, Loan Servicing-33101, 33101, AMMGR000Job Requirements
- Minimum one-year experience in management role in a Collections Center environment
- High School Diploma or equivalent required
- Valid Driver's License
- Very strong people management skills with the ability to coach, develop, and instill a culture of accountability within direct reports
- Knowledge of the Fair Debt Collection Practices Act (FDCPA)
- Demonstrate effective collections techniques and strategies
- Ability to effectively manage multiple priorities and adapt to change within a fast-paced business environment
- Ability to work extended hours past the required 40-hour per week, as needed
- Proficiency in Microsoft Office Suite
- Physical demands for this position frequently include: the ability to remain in a stationary position, move about freely inside and occasionally outside of the office, and the operation of mechanical controls, such as a keyboard.
- Bachelor's Degree
- Bilingual English/Spanish
- Dialer Campaign building and strategies
The ability to maintain a full-time work schedule with regular attendance is required for this position. A full-time work schedule for this position includes, at a minimum, 40-hours per week, and additional hours are often required to meet performance and management goals and responsibilities.
Learn More About Us
The Manager of Loan Servicing is a member of the centralized Collections Team, which is committed to helping customers with innovative payment solutions and business services. Our centralized team of collections professionals not only add value to our stores but allows store operators the time to do what they do best: build strong customer relationships. To learn more about the Centralized Collections Team, visit https://www.tmxfinancefamily.com/careers/top-talent/store-support.
Check out what's happening in our Company at https://www.tmxfinancefamily.com/tmx-talks.
The information contained herein is not intended to be an all-inclusive list of the duties and responsibilities of the job, nor is it intended to be an all-inclusive list of the skills and abilities required to do the job. The Company may, at its discretion, revise the job description at any time, and additional functions and requirements may be assigned by supervisors as deemed appropriate. Requirements, skills and abilities included have been determined to illustrate the minimal standards required to successfully perform the position.
All TMX Finance® Family of Companies Are Equal Opportunity Employers.
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