11 hours

Team Manager, Recovery

Performant Financial
Lathrop, CA
  • Job Code
Performant Financial Corporation

Performant Corporation is an Equal Opportunity Employer (Minorities/Females/Disabled/Veterans).

Team Manager, Recovery
Job Code:2017-20-2-023
Location:Lathrop, CA
Status:Regular Full Time

The Recovery Team Manager has responsibility for day-to-day monitoring and oversight for a team of representatives in support of delivering recovery (collections) services to our clients’ accounts. 

Primary Responsibilities include:
• Monitors daily activity of team by leveraging operational, compliance and attendances reports, active engagement and observation on the production floor, conducting side-by-side training, and other supervisory activities. 
• Consistent one-on-one training, ongoing monitoring and feedback with staff.
• Ensures adherence to client requirements and client satisfaction.
• Accountable for the production and compliance results of assigned team.
• Hold regular team meetings and provide direction/answers for team leads and representatives.
• Ensure completion of all required training is conducted and policies adhered to for assigned staff.
• Completes internal staff processing activities such as time cards, time off requests, and other status activities.
• Leads by example.
• Exercise excellent judgment and keen attention to detail.
• Provide feedback to Division Manager, and assist with policy enforcement, disciplinary action, coaching and direction of staff.
• Motivate and encourage employees.
• Handles any account or borrower call escalation and resolves issues that may arise.
• Exemplary attendance.
• Performing other duties as may be required to meet business needs.
Required Skills and Knowledge:
• Good understanding of default/delinquent account collection business principals, call center concepts and tools, and any applicable laws (Such as FDCPA, Privacy Act, TCPA, FCRA), and others.
• Demonstrated success ensuring compliance with company policies, procedures and supporting company goals and initiatives.
• Strong interpersonal skills and leadership competencies.
• Skills to deliver consistent strong production results, while maintaining and ensuring high quality services, including excellent compliance.
• Possess ability to support and maintain a team environment where collaboration and the knowledge transfer process are critical for success.
• Able to solve complex problems, and resolve disagreements with informed, rational debate.
• Ability to lead a team with strong commitment to positive, constructive and progressive work environment aligned with the company core values of People, Excellence and Innovation.
• Able to perform complex tasks such as data analysis, and providing input/feedback to management. 
• Flexible and adaptable; work extended hours, including some Saturdays.
• Demonstrated outstanding attendance, commitment and positive attitude.
• Willing and able to prioritize effectively to meet company objectives, as well as hold others accountable for performance in a way that builds individual and team spirit.
• Ability to learn and handle complex tasks successfully.
• Commitment to corporate goals and objectives, as well as leadership qualities, communication skills, professionalism and production at the personal and team level.
• Experience using Artiva application preferred
• Bilingual (English/Spanish) highly desired
Education and Experience:
• High School Diploma or equivalent.
• Minimum 4 years of progressive experience in collections/recovery production function with demonstrated high performance, including consistent achievement of production results.
• Internal candidates must have achieved bonus levels 11 out of last 12 months – 9 of those must be at 2nd level.
• Minimum of 2 years of recent experience with lead or supervisory responsibilities in similar environment.

Physical Requirements:
• Ability to work effectively in fast paced office environment, which may include nights/weekends to meet business needs.
• Sit/stand/walk 8-12hr/day.
• Lift/carry/push/pull under and over 10 lbs frequency occasionally.
• Repetitive use of right/left feet/hands.
• Keying frequency, handling, reaching, fine manipulation.

Other Requirements:
* Performant is a government contractor and has specific client requirements.
* Must submit to and pass background check.
* Must not have any Federal or State liens resulting from County, State or Federal tax issues.
* Must not have any current defaulted student loans.
* Must be able to pass a criminal background check; must not have any felony convictions or certain types of misdemeanors.
* Must submit to and pass drug screen.
* Certain client assignments for this position may require submission to and successful outcome of additional background and/or clearances throughout employment with the Company.

Job Profile is subject to change at any time.
Performant Financial Corporation is an Equal Opportunity Employer.

Performant Financial Corporation is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, national origin, ancestry, age, religion, gender, gender identity, sexual orientation, pregnancy, age, physical or mental disability, genetic characteristics, medical condition, marital status, citizenship status, military service status, political belief status, or any other consideration made unlawful by law.



  • Sales / Business Development

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Team Manager, Recovery

Performant Financial
Lathrop, CA

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Lathrop, CA

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