Crescent Bank is looking for a Collections Manager who will analyze, plan, strategize, and control collection operations in accordance with business goals and other pertinent delinquency measures. This position will also identify problem areas and coach staff in addressing these issues. Additionally, this leadership position will mentor and equip current employees that demonstrate the initiatives and display the desire to excel the tutelage required for advancement.
Company Profile:
Crescent Bank began in 1991 as a small New Orleans based community bank. Today, Crescent Bank has a presence nation-wide and is on a mission to leverage technology to provide auto lending and savings access to consumers who may not be served by other traditional banking products.
Crescent Bank prioritizes employee growth and advancement- both as employees and as individuals- through our core values and through the benefits we offer.
Our Core Values include: Be a Team Player, Continuously Improve, Do the Right Thing, Put the Customer First, & Take Ownership
We are proud to offer the following key benefits:
Workplace flexibility for eligible positions
All the insurance programs you’d expect- health, dental, vision, life, disability, + more
Multiple types of paid time off
Retirement program with company contribution
Paid parental Leave
Award-winning Wellness programs
Tuition Reimbursement
Payroll on Demand- access your pay when you need it most.
Work in our Carrolton, TX office (This is a hybrid position)
Job Type: Full-time
In this role, you will:
Hire, train, and sustain high-performance teams through shared goals, shared leadership and clear role expectations
Provide direction, measure performance, establish goals for on-site, remote and offshore team members
Establish collection goals and metrics to ensure portfolio performance is maintained to organizational goal and standards
Develop new processes for collections to achieve maximum productivity
Present weekly, monthly, and quarterly reports on collections performance
Keep abreast on industry trends, best practices, and regulations
Collaborate with internal business and technology teams
Resolve customer complaints in a respectful, compliant and effective manner
Ensure staff is meeting the goals assigned and Key Performance Indicators (KPI)
Review accounts in order to provide feedback to their team
Participate in the interviewing and hiring process
Participate in appraising performance, rewarding and disciplining employees
Review employee timecards for accuracy for approval
Analyze performance and operational data to identify trends
Mentor the collections team, ensuring adherence to servicing policies and procedures
Compliance with company policies, procedures, and regulatory requirements, including the Fair Debt Collection Practice Act.
Negotiations with borrowers to establish viable payment arrangements.
Review accounts under modification agreements to ensure compliance..
Handle escalated customer inquiries and complaints in a professional and timely manner.
Additional Position Responsibilities:
Additional responsibilities will be assigned based on business needs.
Travel, up to 15% may be required
Qualifications:
Bachelor’s degree in finance, management, or related field preferred.
Minimum of 2 years management experience, in a call center environment, preferably in auto collections
Knowledge of management principles and familiarity with company products, services, and policies.
Strong coaching and leadership skills, ability to motivate employees
Proficiency with the necessary technology, including computers, software applications, phone systems, etc.
Proficient in MS Office: Word, Outlook, and Excel
Highly skilled in negotiations
Strong written and oral communication skills.
Shows great care and attention to detail.
The ability to adapt to change easily.
Ability to take ownership for meeting individual, team and departmental goals
