•Oversees a company’s process of retrieving money owed to them or one of their clients.
•Manages the employees who collect the money.
•Handles complaints or difficult calls.
•Makes sure employees comply with company policies when contacting individuals and other companies to collect past due balances that they owe.
•Ensures that all written correspondence complies with company policies in terms of verbiage and frequency of contact.
•Makes sure the collectors on staff operate within the confines of the Federal
•Monitors call reports to make sure collectors are making enough phone contacts each day.
•Identifies areas of the collection process that need improvement and implements an enhanced process that will help collectors be more effective.
•Tracks the rate of success of the entire process and continues to make adjustments when necessary.
•Trains new employees and holds training reviews for established employees.
• •Negotiates payment arrangements and follows up to make sure the payments are made.
•Researches and locates missing information that is needed for the staff to perform their jobs at optimum levels.