Manager, Collections Servicing Predictive Dialer Focus - PenFed Credit Union

Are you looking to take your career from good to great? As an employee of PenFed, every day is an opportunity to thrive, and be part of a team working to ensure our organization is providing world class service to our members, employees, and our communities. We exist to help our members realize their full potential, educate and encourage their dreams, and make every effort to follow our mission and help our members “do better.” Joining PenFed is more than being an employee; it’s about being a part of the PenFed family.

PenFed is hiring a Manager, Collections Servicing to work onsite at our San Antonio, Texas service center.  This role oversees the dialer administration and functionality, optimizing dialer strategy, scheduling, and provide productivity reporting.  Duties include ensuring team leads are effective on overseeing their team’s ability to monitor and meet KPI’s objectives which include inbound service levels, abandonment rate, list penetration, scheduling, dialer campaign performance, contacts per hour, right party contact, roll rates, promises kept and dollars collected. 

Responsibilities:

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. This is not intended to be an all-inclusive list of job duties and the position will perform other duties as assigned. 

• Responsible for management of team to ensure all internal standards are met in a compliant manner in accordance with applicable federal/state regulations, guidance, and established standard levels of service.
• Implement performance management, including coaching on a regular and frequent basis, counseling, employee discipline, communicating job expectations for all assigned team members and participating in scheduled training and personal development opportunities.
• Oversee the assigned tasks and unit employees to include, but not limited to, recruitment, scheduling, task completion, assist line call optimization, performance evaluations, and provide guidance on highly complex issues.
• Optimize overall performance of a dialer/inbound collection unit and focus on reducing delinquency and minimizing loss.
• Enforce policies and procedures and ensure assist line and escalation calls are handled in a timely manner and with high levels of member service.
• Creating a team that assumes a high level of accountability to execute and achieve administration and monitoring of a predictive dialer system.
• Manage dialer strategy performance to deliver strong service levels, occupancy/availability to ensure KPI’s are met.
• Oversee Team Lead(s) managing daily campaigns to ensure penetration effectiveness including messages left.  Evaluate and adjust campaign strategy based on performance metrics.
• Monitors dialer jobs to ensure optimal results and communicate performance results to stakeholders.
• Responsible for developing, testing, implementation, and production of daily business reporting.
• Provide leadership, guidance and day-to-day support for the dialer and workforce management teams including setting and monitoring of goals and objectives for the team.
• Identify and implement process improvements.
• Participate in business unit and corporate initiatives as assigned to include coordinating and conducting meetings to review results.
• Participates and is thoroughly engaged in the creation and administration of monthly scorecards for department staff.
• Resolve escalated member calls and Executive Correspondence concerns, ensure quality member service with each interaction and aid team members in the resolution of complex member account problems and/or questions.
• Identifies training and cross training opportunities for staff.

• Monitor and troubleshoot technology and process issues. Conduct root cause analysis and problem solve internal and external concerns.

• Keep informed of new ideas and developments through publications, membership in professional organizations and contact with other financial institutions.

• Review competitive market practices and provide recommendations to Senior Leadership concerning adjustments to programs in related areas.

• Responsible for consolidation of data and publication of department results/scorecards.

Equivalent combination of education and experience is considered.

• Bachelor’s Degree in related field required.
• Minimum of eight (8) years’ experience in financial services with a focus on collections required.
• Minimum of three (3) years’ supervisory / management experience required.
• Requires experience in managing multiple teams/functions and building relationships with people at a variety of levels.
• Knowledge of the roles, skills and technical knowledge required to achieve goals within the relevant technical discipline.
• Strong leadership capability including interpersonal skills, mentoring, coaching, collaborating, and team building.
• Strong written and verbal communication skills.
• Effective time management, problem solving and multi-tasking skills.
• Effective presentation skills with experience delivering data to various management levels.
• Strong knowledge of the technologies, methodologies, and practices in the relevant discipline. 

Supervisory Responsibility

This position will supervise employees.

Work Environment

While performing the duties of this job, the employee is regularly exposed to an indoor office setting with moderate noise.

*Most roles require working in an office setting with moderate noise and the ability to lift 25 pounds.*

Travel

Ability to travel to various worksites and be on-call will be required.

Established in 1935, PenFed today is one of the country’s strongest and most stable financial institutions with over 2.8 million members and over $36 billion in assets. We serve members in all 50 states and the District of Columbia, as well as in Guam, Puerto Rico and Okinawa. We are federally insured by NCUA and we are an Equal Housing Lender. We are available to members worldwide, via the web, seven days a week, twenty-four hours a day.
 
We provide our employees with a lucrative benefits package including robust medical, dental and vision plan options, plenty of paid time off, 401k with employer match, on-site fitness facilities at our larger locations, and more.
 
Equal Employment Opportunity
PenFed management will maintain and observe personnel policies which will not discriminate or permit harassment or retaliation against a person because of race, color, creed, age, sex, gender, gender identity, gender expression, religion, national origin, ancestry, marital status, military or veteran status or obligation, the presence of a physical and/or mental disability or medical condition, genetic information, sexual orientation, and all statuses protected by applicable state or local law in all recruiting, hiring, training, compensation, overtime, position classifications, work assignments, facilities, promotions, transfers, employee treatment, and in all other terms and conditions of employment. PenFed will also prohibit retaliation against individuals for raising a complaint of discrimination or harassment or participating in an investigation of same.
 
PenFed will also reasonably accommodate qualified individuals with a disability so that they can apply for a job or perform the essential functions of a job unless doing so causes a direct threat to these individuals or others in the workplace and the threat cannot be eliminated by reasonable accommodation or if the accommodation creates an undue hardship to PenFed. Contact human resources (HR) with any questions or requests for accommodation at 402-639-8568.