Job Description

At LCS Financial Services Corporation, our vision is to revolutionize recoveries. Our mission: to see the challenges of today as an opportunity to lead, innovate and create meaningful solutions that result in recovery success and profitability for our clients. We go beyond expectations - and raise the bar - to set new recovery standards for the industry.

We believe that our core values, Adaptability , Humility , Integrity , Deliberation , and Innovation are the ingredients to true leadership and are the key drivers of success.

LCS Financial Services Corporation is a nationally licensed collection agency that that is looking for an Experienced Director of Collections with at least 3 years of proven call center and 3rd party collections management experience to supervise a team of agents collecting on deficiencies. The Collections Manager is passionate and highly motivated. You will bring your strong 3rd party collections know-how and your ability to coach and develop team members within your business unit. We are looking for a leader that brings their “A” game daily and encourages and inspires others to do the same. You take the initiative by taking a problem or a challenge and turning it into an opportunity. This position is very much a player/coach role.

DUTIES & RESPONSIBILITIES:

• Set daily strategies to meet client and business goals.
• Monitor agent productivity, coach, develop and motivate your staff to achieve set goals.
• Maintain systematic methods to ensure that collection techniques and strategies are successful, and processes are documented, reviewed, monitored, evaluated, critiqued, and updated on a regular and consistent basis.
• Coach, develop, and train team members on a day-to-day basis to ensure effective, efficient, and customer-focused handling of collection efforts.
• Provide thorough one-on-one, ongoing coaching and guidance to team members to ensure continuity and quality of service.
• Provide direct guidance on escalated and complex issues in a timely manner.
• Provide required and on-going training of team members to improve and drive performance.
• Perform account reviews and call monitoring to ensure compliance and collection effectiveness.
• Determine staffing needs to adequately cover inventory and establish schedules to achieve client and company goals.
• Using daily, weekly, and monthly reports you will determine work queue performance and conduct assessments with each team member to improve and drive their success.
• Manage performance issues and deliver corrective action when necessary.
• Participate in the interviewing and hiring of new agents.
• Develop and maintain open and consistent communications to ensure customer and client satisfaction.
• Always ensure strong leadership and an active presence on the collection floor.

WHAT YOU NEED TO SUCCEED:

LCS is looking for an energetic, motivated, solutions-focused, results driven individual who wants to control their own success by making those around them successful and work hard to achieve it. The selected candidate with 3rd party collections supervisor/management experience will possess the following:

• You will have strong written and verbal communication skills.
• You will be an effective listener to ask probing questions.
• Your customer relations experience will highlight your ability to engage and solve problems with staff and customers.
• You will have strong interpersonal skills to communicate with all members of LCS Financial Services and our client and client representatives.
• You must have strong organizational, multi-tasking and time management skills.
• You will be adaptable to change, able to think outside the box and adjust to the needs of the organization.
• You will have the ability and experience to coach and mentor with proven effectiveness.
• You will lead by example.
• You will assist the collection agent(s) as needed, to always provide the highest level of quality and professionalism.
• You will possess strong skip tracing skills.
• Document work accurately and timely.
• You must demonstrate knowledge and understanding of federal, state, and local collection laws and regulations.
• The selected candidate must exhibit flexibility and be open to change and work well in a high-volume, fast-paced, and sometimes stressful environment.

WHAT YOU BRING:

• Minimum of 3-years call center, 3rd party collections and supervisor experience.
• Must have strong organizational, leadership, supervisory and managerial skills.
• Strong work ethic - including attendance, dependability and punctuality and hold staff accountable to the same.
• Have and maintain high standards of professionalism.
• Excellent negotiation and communication skills.
• Ability to maintain composure under all circumstances to promote not only the client brand but the LCS Financial Services brand.
• Ability to communicate clearly and succinctly, utilizing proper grammar and telephone etiquette.
• Proven skills in coaching, mentoring, and developing collection agents and teams.
• Strong attention to detail, analytical and goal oriented.
• Ability to prioritize work and focus consistently on the task at hand.
• Intermediate internet and computer skills.
• A/B.S. degree preferred; advanced degrees welcomed; or equivalent related work experience.
• Intelligent Contacts and Beam Software experience a plus.

WHAT WE OFFER:

LCS Financial Services Corporation is an Equal Employment Opportunity employer. We offer a comprehensive benefits package that includes medical, dental and vision coverage as well as life and disability insurance after 30 days of employment. We also have a 401(K) plan and a generous time off policy that includes vacation, sick and personal time, and paid holidays.

This is an exempt salaried position with the ability to earn commission. Commission is earned monthly and determined by a set of metrics that measures your ability to meet collection, compliance, client, and company goals and KPI's.

At LCS Financial Services, we understand that talent knows no boundaries. As part of our commitment to fostering a diverse and dynamic team, we offer relocation assistance to qualified candidates interested in joining our team at our vibrant Centennial, CO location.

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