Associate Manager - Team Manager

Benefits

Additional Information

As a Team Manager supporting the PNC program, you will lead a team of collection specialists across Consumer, Mortgage & Recovery & verticals. This role is responsible for driving operational performance, customer experience, compliance adherence, and employee development while ensuring alignment with client expectations and business goals. Key responsibilities include: - Lead, coach, and develop team members to achieve performance, productivity, quality, and recovery goals. - Monitor operational metrics such as RPC, Promise-to-Pay, delinquency, recovery rates, productivity, and quality performance. - Review and communicate daily, weekly, and monthly business results with the team. - Manage attendance, staffing plans, schedules, workload balancing, and queue assignments. - Support escalations and assist agents with complex customer situations, including hardship requests, disputes, fraud concerns, bankruptcy, and legal escalations. - Ensure compliance with all client, investor, and regulatory requirements including FDCPA, CFPB, GLBA, TCPA, RESPA, and FCRA guidelines. - Conduct audits, documentation reviews, compliance validations, and ensure completion of required certifications and attestations. - Partner with Workforce Management, Training, Quality and Operations leadership to support business objectives and process improvements. - Participate in calibrations, business reviews, operational meetings, and client discussions as needed. - Ensure accurate reporting, documentation, and system updates across all operational processes. Our most successful candidates will have: - Minimum 1 year of leadership or supervisory experience in collections, banking, financial services, mortgage servicing, recovery, or related operations. - English B2 skills - Strong analytical skills with the ability to interpret data, identify trends, and implement action plans. - Proven leadership, coaching, and employee development capabilities. - Excellent verbal and written communication skills. - Strong organizational and time management skills with the ability to manage multiple priorities. - Ability to work in a fast-paced, performance-driven environment. - Proficiency in Microsoft Office applications, particularly Excel and PowerPoint. - Experience handling escalations, operational reporting, and compliance-related processes preferred. - Knowledge of collections regulations and customer service best practices preferred. Preferred experience in one or more of the following areas: - Auto loans - Credit cards - PLOC UIL - DDA - Mortgage servicing - Home Equity - Skip tracing and asset search - Recovery negotiation strategies Systems Knowledge: Experience with platforms such as Fiserv, FACS, Genesys, TSYS, Shaw, or similar systems is a plus.

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