| Location | Greenville, South Carolina |
Job Summary:
The individual selected for this position will be responsible for driving the revenue and risk performance metrics of a group (7-12) subset of critical Debt Settlement Companies (DSCs). This subset of DSCs will include our largest revenue DSCs and placement sites, which require a high degree of oversight associated with revenue and risk components. This individual is expected to have strong leadership skills that can galvanize a team to do great things, and represent the company in a strong, positive way to outside parties. At the same time, this individual will be able to influence others in a way that supports the vision of Resurgent's desired outcomes. In addition, this individual will be asked to be the operational point of contact for key business strategies and high-profile initiatives. This individual will collaborate externally with the Association for Consumer Debt Relief (ACDR), assigned DSCs and Credit Control; and internally with DSC Strategy team in IM, with Internal Operations, IT, and other internal departments / key resources to assist in identifying areas of opportunity and provide guidance on strategy implementation feasibility. This position reports to the Sr. Director of Debt Settlement/Credit Counseling Collections.
Roles & Responsibilities:
Responsible for representing oneself and our culture in a professional and positive manner
Manages and mentors a network of high revenue DSCs, with a primary focus on maximizing firm scorecard performance while maintaining an effective partnership.
Maintains a deep understanding of all compliance / legal and collection performance metrics and scorecard methodologies.
Communicates with each assigned DSC regularly; leads back-office calls, prioritizing opportunities, assisting with root cause analysis, and reporting out to management and performance directors on issues.
Ensures file exchanges occur timely.
Mentors DSC specialists, by providing expertise about the DSC scorecard and performance metrics, and guidance on how to handle difficult situations with internal and external customers.
Evaluates and enhances DSC processes for enrollment/matching of shared clients, offer evaluation, payer tracking and break/cure follow-up performance regularly and champions strategy action plans on identified areas of opportunity.
Responsible for driving performance and leading discussions on high revenue strategies (such as Pre-Legal and High SIF) by becoming knowledgeable terms, rates, and customer mix.
Conducts ongoing risk analysis such as payer breaks and churn of offers, then directs the audit team towards any high-risk items.
Indirectly manages back-office support functions by managing expectations and dealing with any potential conflicts that arise with letters, operations, or IT.
Partners with business analysts by functioning as a SME on potential offer/strategy pilots with DSCs designed to enhance recoveries, working to develop and deliver test parameters and measures of success for the pilots.
Understands the data exchange processes and data collected by Resurgent.
Up to a week travel MAY be required each month for site visits.
Skills & Qualifications:
3-5 years relevant experience, concentrated in process improvement, back office operations, and performance management roles required * Strong integrative thinking required
Must be highly organized and adept at managing and marshaling resources
Must be flexible to changing priorities, project scopes, and deadlines
Highly proficient in MS Office package, including Excel, PowerPoint and Visio
Minimum travel required
Educational Requirements:
Bachelor's degree required