About the Role
Title: Senior Manager, Collections & Recoveries
Location: United States
JobDescription:
Mission Lane is revolutionizing access to financial tools to pave a clear way forward for millions of Americans on the path to financial success. We strive to create solutions no one ever has before, to redefine the financial industry for the better. Sound like a mission you could get behind?
We’re looking for an experienced call center leader with data-driven problem solving skills and a thirst for learning, growth and improvement to join our Customer Operations Team as the Senior Manager of Collections and Recoveries.
This is a unique opportunity to lead at a company that’s on the verge of becoming the household name in financial products for the 50% of Americans who are not served by traditional financial institutions.
The impact you’ll make:
You’ll drive forward our mission of financial inclusion by leading our Collections and Recoveries teams of inbound and outbound phone associates to help customers who have fallen behind get back on track. In this role, you’ll optimize Collections and Recoveries operations with a goal of minimizing delinquencies, maximizing recoveries, and providing a brand-defining customer experience while ensuring compliance with regulatory requirements and company policies.
You’ll have a team of front-line managers reporting to you and will partner with teams that support your operations, such as Knowledge Management and Training.
As the Senior Manager of Collections and Recoveries, you will:
- Run the business – move the needle on all of our critical call center performance metrics, including various effectiveness and conversion metrics, various efficiency metrics, customer satisfaction, and associate satisfaction
- Improve the business – envision, develop and lead programs and initiatives that drive continuous improvement across your organization and function
- Be a customer advocate
- Adapt the Collections & Recoveries operations organization to meet the changing needs of our customers and business
- Be both strategic and tactical – see the big picture while sweating the details – often all within the same discussion
- Engage, motivate, and excite a direct team of 80+ while effectively collaborating across the broader Mission Lane organization
- Foster an environment of rigor and discipline, while building on the Mission Lane culture of fun and camaraderie that supports our frontline associates
- Hone our associate recruiting, training and career pathing philosophies
- Identify and develop our next set of leaders and star performers
You’ll thrive in this role if:
- You’ve got a demonstrable “been there, done that” set of call center experiences and results.
- You’ve got 8+ years of call center leadership and management experience, with both internal and external teams.
- You’re deeply familiar with Collections laws, regulations, and industry best practices.
- You have data driven problem solving skills, to identify and drive business and process improvement.
- Your people leadership and followership skills are exceptional.
- You have strong communication skills – up, down, across, internal, and external.
- You can pivot and change directions quickly. We’re scrappy, growing like crazy, constantly moving and innovating.
You’ll get bonus points for:
- MBA or similar advanced degree
- PMP or similar professional certificate
- Process certifications (and practical application)
- Financial services experience – credit card experience is a double bonus!