Job Snapshot
Location:
2400 Lake Park Drive
Suite 100
Smyrna, GA 30080
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Industry:
Credit - Loan - Collections
Job Type:
Automotive
Management
Finance
Experience:
Not Specified
Description
Assistant Customer Service/ Collections Manager
United Acceptance, Inc.
United Acceptance, Inc, (UAI) was formed in 1991 in Atlanta, GA for the purpose of purchasing installment sales contracts (bulk receivables) from used car dealerships that have a "buy here, pay here" operation.
The mission of UAI is to provide a strong financial partner with the used car dealer, allowing him to accelerate his profits through the sale of his receivables; hence, the UAI slogan is "Profits through Partnership."
UAI prides itself on providing excellent services to both the auto dealer and the loan holder. This is accomplished by hiring employees who demonstrate a strong work ethic and outstanding character and who go the extra mile to deliver world-class service.
Currently, UAI is seeking an
Assistant Customer Service/ Collections Manager in Smyrna, GA.
Responsibilities include but are not limited to:
- Participate in the initial interviewing and on-boarding of CSR’s, Team Leaders, and Supervisors, as well as, monitor the performance of staff
Assist the Customer Service/Collections Manager with involuntary terminations within the department
- Assist Customer Service/Collections Manager with the coaching/development of CSR’s
- Manage productivity of each staff member
- Work as a liaison between the Customer Service/Collections staff and other departments by being the point of contact if there are any issues or questions that other departments within UAI may have with the Customer Service/Collections Department
- Establish and communicate goals that result in excellent customer satisfaction while achieving business objectives
- Counsel employees to help improve performance, behavior and productivity
- Assist Customer Service/Collections Manager in the handling of assigned administrative responsibilities
- Set individual goals, communicate those goals, and help CSR’s to attain them
- Organize workflow and schedules and make assignments to CSR’s
- Conduct department meetings and communicate goals regularly
- Execute UAI collections policies and strategies
- Supervises, trains, and motivates employees who directly report to him/her such as Supervisors, Team Leaders, and Customer Service Representatives
- Recommend operational improvements to upper and senior management
- Maintain an up-to-date knowledge of departmental issues and keeps Customer Service/Collections Manager abreast of these issues as they arise
- Handle the most complex customer complaints or inquiries
- Monitors calls to observe employee demeanor, technical accuracy, and conformity to company policies
- Ensures that both he/she and his/her staff thoroughly document all collections efforts on accounts
- Other duties as assigned
Requirements
Position Summary:
Leads and influences staff through effective motivation, leveraging individual strengths to ensure customer satisfaction and maximum productivity.
This position will assist with the initial interviewing of qualified candidates arranged by Human Resources, as well as, the on-boarding of new hires, and sit in on involuntary terminations within the department along with the Customer Service/Collections Manager.
In addition, this individual will promote positive employee relations including effective delegation of duties, fostering staff morale, collaborating successfully with the entire management team. T
he ideal candidate will thrive in a fast-paced, growing, and changing environment. The individual must demonstrate exceptional leadership skills, initiative, confidentiality, emotional maturity in stressful situations, excellent work ethic, high levels of integrity and energy, professionalism, and respect for others.
The Assistant Collections Manager position generally requires a flexible work schedule including evenings and Saturdays. UAI’s business hours are 9:00am – 9:00pm, Monday – Friday and Saturdays 9:30am-1:30pm. The position may be required to work in excess of 40 hours a week, dependent upon business needs.
Minimum Qualifications:
To perform this job successfully, an individual must be 18 years or older, be able to successfully perform each essential duty and pass the UAI background check. The requirements listed below are representative of the knowledge, skill, value and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Education Requirements:
- Two years of college preferred or equivalent work experience in a collections leadership position (experience in subprime auto-finance industry a plus)
- Bachelor’s degree in a related field a plus
Related Experience:
· 3-5 years collections experience required
- 1-2 years management experience required; preferably in a medium-large call center environment
“Operate, Cooperate, and Succeed" UAI provides a fast-paced, team oriented, and professional environment that encourages employees to excel. Employees receive competitive pay and may participate in rich benefit plans. If you are a match for our needs and are interested in joining our team, please submit your resume and cover letter to: [Click Here to Email Your Resumé]
United Acceptance is an Equal Employment Employer.
