Specialty Collections Front Line Manager

Overview

We are hiring a full-time Specialty Collections Front Line Manager to join our team!!

 

Who we are:

GreenSky makes it easy for businesses of all sizes to offer credit to their customers with a fast and paperless solution. With billions of dollars in loans and hundreds of thousands of satisfied customers, GreenSky is quickly changing the consumer credit marketplace.  We are committed to our people, capital, and ideas to help our clients, shareholders and the communities we serve grow.

 

Overview:

Responsible for ensuring Greensky’s Collection’s department has well trained, engaged and wholly accountable personnel who execute best-in-class loss mitigation activities on behalf of our Business Partners and Customers. The Frontline Manager is accountable for selecting individuals that align with Greensky’s fast-paced and Customer centric culture; deliver continuous learning opportunities for employee growth; and, serve as the day-to-day support system for enabling team members to effectively deliver on their responsibilities. Teams will generally be between 5-10 direct reports.

 

 

Duties & Responsibilities

Responsibilities:

• Maintain and ensure Collection employee and Collection daily procedures are compliant with all impactful Laws and Statutes. (FDCPA, State Restrictions, FCC, etc.)
• Manage the Specialty team’s daily processes as it relates to bankruptcy filings and deceased customers.
• Monitor court docket sheets for assigned cases and take ownership of case progression.
• Prepare documents such as fee applications; proofs of claims; settlements; etc.
• Review Court Dockets as well as various legal documents relating to Default Servicing.
• Identify solutions, successes, and opportunities to evolve the Recovery team’s proficiency and effectiveness.
• Produce collection MIS as required and work with agents to meet standards and goals.
• Oversee the Specialty team’s daily charge off report for accuracy.
• Partner with merchant risk to identify and flag accounts that need to be escalated for fraudulent activity.
• Communicate with customers, legal representatives, and executors regarding settlements, payment options, and escalated matters.
• Document and maintain Collection procedures.
• Responsible for team meeting standards and goals, monitoring incentives, collections scorecards and overall performance.

Required Skills/Qualifications

Required Qualifications:

• Prior experience preparing fee applications, proof of claims, filing court documents or similar
• 2+ years of leadership experience
• Process and back-office experience
• Knowledgeable in FDCPA, TCPA, FCRA, and HIPAA
• Experience with change management

 

Preferred Qualifications: 

• Previous Call Center Management experience
• 5+ years Customer Service experience
• Bachelor’s degree from an accredited institution preferred
• Certified Six Sigma Yellow-Belt or other quality/standardization program experience such as TQM, ISO 9000, etc.
• Understanding of state and federal employment laws

At GreenSky, we promote an environment that thrives on innovation.  To deliver effective solutions that meet customer challenges, GreenSky employs an open, standards-based approach to business and values creative, service-oriented innovation.