Collections Call Center Training Manager

Big Rig Lending, LLC, an online marketplace lender specializing in commercial vehicle lending with nationwide coverage, currently seeks an experienced Collections Call Center Training Manager. This position will oversee first line customer contact efforts of Collections Call Center, and develop and implement training through scripts, role playing, coaching, and/or written job aids. The Collections Call Center Training Manager will ensure that department milestones and goals are met on a consistent basis and in line with our Corporate Purpose and Guiding Principles. This is in an innovative, inside sales Call Center environment. This position is onsite, in person in Dalton, GA.

JOB RESPONSIBILITIES

• Manage and organize team and establish and implement best practices
• Develop and implement training through scripts, role playing, coaching, and written job aids
• Monitor Agent interactions, notes, conversations, and delivery. Coach and counsel as needed
• Develop and implement training based on patterns, trends, and/or policy and procedural changes.
• Review account information and facilitate collections by managing Agents with the primary responsibility to collect from clients and provide insight into A/R aging
• Ensure documentation of all collection attempts in appropriate systems
• Quality assurance check of all documents and processes
• Directly initiate collection efforts by contacting past due accounts in order to discuss account and arrange payment
• Meet or exceed minimum goal requirements based on Company objectives

JOB REQUIREMENTS

• 3-5 years as a Call Center Collections Manager, Recovery Manager, Collections Supervisor, Credit Manager, Outbound Call Center Supervisor, Outbound Call Center Trainer, or closely related field with a proven ability to meet and exceed goals
• Prior relevant experience in Call Center collections, mortgage, commercial lending, and/or consumer lending collections strongly preferred
• Proficient and professional verbal and written communication skills
• Proficient computer knowledge including Microsoft Office products including Outlook email and point of sale systems
• Ability to interact effectively primarily over the telephone and through email
• Attention to detail and exceptional prioritizing and organizations skills
• Strong interpersonal, active listening, critical thinking, and analytical skills
• Core hours are 8am to 6pm Monday through Friday. Flexibility to work various daytime schedules including some Saturdays
• Bilingual in Spanish/English a plus

BENEFITS

• Competitive total compensation - $50k to $65k per year DOE. Compensation includes base pay plus monthly bonus opportunities.
• Relocation stipend will be considered for ideal candidate
• Paid Time Off
• Paid Holidays
• 401(k) including company match - company matches up to 4% dollar for dollar
• Medical, dental, vision insurance including dependent coverage
• Company paid Life Insurance
• Company paid disability