Vice President of Operations

• Full-time.

• This is a hybrid opportunity located at 7285 Parsons Dr, Dimondale, MI 48821.

• 1

• Starting at $110,307.00 annually

Monday to Friday.

Job Summary

Responsible for managing assigned consumer care employees performance to ensure a balance of optimum productivity and collection goals and budgets are met; coach, develop, and counsel subordinates to achieve quality performance, providing ongoing training when necessary; manage the activities involved in quality resolution of performance and profitability issues relating to assigned consumer care employees, and escalate to management any situation outside the employee's control that could adversely impact the service provided; prepare and update reports in a timely and accurate manner ensuring deadlines are met.

Job Duties and Responsibilities

Leadership

Proactively manage the activities of assigned consumer care employees by ensuring the following functions are efficiently performed in a quality-oriented environment reflecting company values.

Functions

• Oversee assigned contract in its entirety, including all obligations related to Operations.
• Identify and maintain adequate staffing levels through Human Resource initiatives and employee retention.
• Operation reports, weekly, monthly and yearly.
• Oversee internal collections and client services.
• Time measurement and review of internal staff including yearly performance reviews.
• Collection analysis reporting and participation in managing a collection floor.
• Must create and evaluate the company's everyday business systems with focus on process improvement, increased efficiency, oversight and control.
• Responsible for recruiting, interviewing and evaluation potential new employees.
• In charge of enforcing Company Personnel Policies.
• Oversee and help lead the coordination of file strategies for each client and product needs.
• Responsible for company's business correspondence on behalf of the company.
• Review for accuracy commission reports.
• Continually updating the company policy and procedures.
• Maintain accurate employee records.
• Coordinate and Manage future Business Development.
• Research and report on the trends of the Collection Industry.
• Other tasks/projects as assigned.
• Maintain overall contract success.

Problem Resolution

• Proactively oversee the activities involved in quality resolution of performance and profitability issues relating to assigned consumer care staff and clients.
• Escalate to management any situation outside the employee's control that could adversely impact the service provided.
• Identify any obstacles to providing the highest quality customer service and communicate constructive feedback to management.
• Regularly review feedback concerning overall performance levels to determine recurring problems and recommend improvements aimed at reducing future occurrences.

Status Meetings

• Conduct regular status meetings with each direct report; discuss activities, projects, and planning issues.
• Evaluate current level of effectiveness, initiative, and responsiveness.
  Provide continuous coaching and training.

Employee Development

• Coach, develop, counsel, and mentor subordinates to achieve quality performance.
• Set priorities to assist assigned staff with establishing and attaining career development goals.
• Provide ongoing training, when necessary, maintaining industry, department and company standards.
• Thoroughly prepare for and professionally conduct timely performance appraisals of direct reports.
• Maintain a current performance file for each direct report.
• May review monthly appraisal status reports ensuring staff is held accountable for timely and quality appraisals.
• Ensure that employee training is effectively conducted for all positions throughout assigned area of responsibility utilizing appropriate combinations of formal, informal, one-on-one, and on-the-job training.
• Know and support goals and complaint investigation procedures and ensure that management is made aware of problems or issues.
• Ensure that all subordinate staff are properly trained on Coast Professional, Inc.’s policies and procedures.

Report Generation

• Prepare and update reports in a timely and accurate manner.
• Conduct research and compile data for report preparation, resolving any discrepancies with data.
• May prepare customized reports on a variety of collection and accountability issues.

Team Interfaces

• Establish a good working relationship with team members and department contacts in order to maintain and continuously strive to improve the level of overall service being provided.
• Assist with performing quality review of services being provided and department interactions by escalating work flow and communication issues to superiors to help identify trends indicating the need to revise existing methods and procedures.
• Respond to inquiries about reports, procedures, and other processes to ensure continuity.

Qualifications

Education

• Associates degree from an accredited college with major course work in business administration or related field required. Equivalent work experience in a similar position may be substituted for educational requirements.
• High School Diploma or GED required

Experience

• Experience in collections or related profession required. Supervisory experience preferred.
• Experience with Student Loan and\or other government collection contracts preferred.

Knowledge

• Knowledge of collection practices
• Knowledge of collection software/databases
• Demonstrates knowledge of FDCPA regulations
• Knowledge of TCPA and FCRA
• Principles and practices of customer service
• Report preparations and techniques
• Proper telephone etiquette
• Modern office procedures, methods, and computer equipment

Skills and Abilities

• Provide leadership to and coordinate the activities of assigned staff
• Good verbal and written communication skills
• Handle multiple concurrent tasks
• Maintain appropriate records and compile information for reports
• Deal tactfully and courteously with clients or customers
• Good organizational skills and attention to detail
• Establish and maintain cooperative working relationships
• Principles of supervision, training, and performance evaluation
• Work independently in the absence of immediate supervision
• Analyze problems, identify alternative solutions
• Certificate and passing grade of FDCPA
• Various state licenses as needed
• Successfully pass pre-employment (post offer) background check

Working Conditions

Work may require frequent weekend and evening work. This position has travel requirements and may require overnight travel.

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this position, the physical presence in the workplace is essential. The hybrid work schedule may be adjusted at any time to meet evolving client requirements.

The employee is regularly required to talk or hear. The employee frequently is required to use hands or finger, handle, or feel objects, tools or controls. The employee is occasionally required to stand; walk; sit; reach with hands and arms.

The employee must occasionally lift and/or move up to 10 pounds. Specific vision abilities required by this position include close vision, distance vision, color vision, peripheral vision, and the ability to adjust focus.

The noise level in the work environment is usually moderate.

This job description reflects management’s assignment of essential job functions but is not intended to be a comprehensive list of all activities, duties and responsibilities required by the job incumbent. Nothing in the herein restricts management’s right to assign or reassign duties and responsibilities to this job at any time.

This document does not create an employment contract, implied or otherwise, other than an "at will" relationship.

Coast Professional, Inc. is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy, sexual orientation, or gender identity), national origin, age, disability, protected veteran status, genetic information or any other categories protected by applicable law.