Bilingual Assistant Collections Manager

Summary

Join GoodLeap as an Assistant Collections Manager and coach, train, and develop collectors to become strong negotiators while ensuring excellent customer experiences. You will motivate your team to achieve monthly goals, monitor performance, and conduct regular reviews. This role requires strong leadership, communication, and problem-solving skills, along with experience in collections and call center management. The ideal candidate will possess exceptional communication skills, a proven ability to meet deadlines, and a positive attitude. GoodLeap offers a competitive salary, bonus opportunities, and a collaborative work culture.

Requirements

• Possess excellent project management skills and a positive attitude
• Demonstrate the ability to meet deadlines, handle and prioritize simultaneous requests, and manage laterally and upwards
• Be a creative and analytical thinker with strong problem-solving skills
• Demonstrate exceptional verbal and written communication skills
• Demonstrate the ability to communicate effectively at all levels of the organization
• Possess the ability to critically evaluate information gathered from multiple sources, reconcile conflicts, decompose high-level information into details, abstract up from low-level information to a general understanding, and distinguish user requests from the underlying true needs
• Possess the ability to motivate others to achieve maximum results
• Possess the ability to drive results with geographically dispersed team
• Have minimum 5 years of experience in collections, financial services or relevant field
• Have minimum 3 years of experience in a consumer collection management role
• Have minimum 3 years of call center management experience
• Possess the ability to lead or manage 10-15 high performing front line representatives
• Possess exceptional communication skills including verbal, written, one-on-one and team
• Have knowledge of collection industry regulations
• Possess the ability to collaborate across departments to resolve customer concerns
• Possess strong leadership skills to motivate employees to achieve success
• Possess excellent problem solving skills
• Be goal oriented focusing on both short and long term visions
• Have an understanding of good collection practices and procedures
• Have a High School Diploma or GED
• Be Bilingual in Spanish

Responsibilities

• Monitor, train and develop collectors to maximize results while ensuring all policies and procedures are followed
• Hold collectors accountable to performance expectations, productivity, attendance policy, and quality scores
• Motivates collectors to achieve success and creates a team atmosphere
• Audits collection activities to ensure maximum results and partners with leadership to recommend changes to enhance the strategies to help lower delinquency
• Conducts daily/weekly/monthly call calibrations, account reviews, and performance reviews with all direct reports
• Manages workload (queues and dialer campaigns) to ensure daily/monthly targets are achieved

Preferred Qualifications

Advanced proficiency with computer functions with MS office suite

Benefits

Compensation: $60,000 - 75,000/ annually DOE plus opportunity to bonus