Company Overview

Credit First National Association is a private label credit card bank and the consumer credit division of Bridgestone Americas. The Bridgestone Americas family of enterprises, including CFNA, is comprised of more than 50 production facilities and 55K employees throughout the Americas. We provide the consumer credit solution for the Firestone Complete Auto Care, Tires Plus, and Wheel Works brands, in addition to customized retail credit services for more than 8,000 other tire and automotive retailers nationwide. At our office in Cleveland, OH, more than 300 professionals gather each day to run a successful private label credit card program. We invest in our community and strongly believe that meaningful commitment to a wide variety of philanthropic organizations builds a better world and a brand that makes us proud.

Job Category

Customer Support

Position Summary

We are seeking an Associate Director, Recovery Operations & Delinquency Services to join our team!

This position’s primary responsibility is to provide oversight and direction around CFNA’s first party pre-charge off collection process. This role will assume direct reports consisting of Collections Supervisors, a Dialer Administrator, Dialer Analysts, and a Reporting Analyst; all working together to improve delinquency rate performance on our 30-180+ day past due portfolios. Continual evaluation of tactical choices and organizational work efforts to are required to ensure key performance indicators (KPI’s) are achieved. In addition to driving and improving technology applications and staff performance, a strong understanding of federal, state, and local regulations is needed to ensure proper compliance. Furthermore, this role will support CFNA’s first-party nearshore and offshore collection partners, as necessary.

Responsibilities

In this role, your primary responsibilities include:

• Create and execute on collection strategies aimed at lowering delinquency metrics and improved loan loss rates.  
• Direct daily oversight of dialer teammates responsible for outbound dialing, which includes the design, build, and maintenance of campaigns, calling lists, filters, reports and list strategies.
• Communicate contact center performance metrics to key stakeholders, explaining trends and data, while advocating for action plans to improve performance.
• Provide leadership, guidance and day-to-day support for direct reports through the establishing of measurable goals and objectives.
• Monitor and manage teammate performance to ensure adherence with performance goals and expectations while maintaining compliance with company and departmental policies and procedures.
• Build strong partnerships with both internal and external partners to ensure systems, tools, and reporting are effectively supporting the recovery objectives.
• Provide individual coaching and counseling, as needed.
• Promote strategic insight, drive results and recommend changes around process improvements.
• Develop, test, and implement daily business reporting for the collection space.
• Assist with various first party vendor relationships to ensure service excellence.
• Ensure Federal and State Compliance Requirements.
• Provide individual coaching and counseling, as needed.
• Ensure documentation of procedures and functions are updated for departmental reference guides.
• Promote a culture that supports change, innovation, and continuous improvement.

Required:

• Minimum of six (6) years of demonstrated contact center leadership experience in a management or supervisory role.
• Strong analytical skills with the ability to transform data into actionable information.
• Solid understanding of call center technology and digital outreach, including telephony systems and collections software.
• Ability to instill a teamwork culture through collaboration, communication, and performance management.
• Possess verbal and written communication skills with the ability to interact professionally with a diverse group including executives, managers, supervisors, subject matter experts, vendors and application users.
• Excellent time management and prioritization skills – with the ability to balance multiple tasks simultaneously.
• Ability to provide leadership, direction and support for a seven (7) day a week operation.
• Capability to work on site Monday – Friday.
• Strong knowledge and use of Microsoft Suite Products.
• Knowledge of federal regulations relating to credit and collections (i.e. CFPB, FCRA, FDCPA).

Preferred:

• Bachelor’s degree from an accredited four (4) year college or university.
• Experience with con