CPI Security is seeking an experienced and dynamic Collections Manager to lead our collections team responsible for collecting receivables and mitigating revenue attrition. The successful candidate will enforce policies and standard operating procedures (SOPs), proactively address customer and employee friction points, and embody CPI's core values of integrity, customer commitment, innovation, and teamwork.
Key Responsibilities:
Leadership and Team Management:
- Lead, mentor, and develop the collections team to ensure high performance and continuous improvement.
- Set clear performance expectations and provide regular feedback to team members.
- Foster a positive and collaborative work environment that aligns with CPI’s core values.
Policy and SOP Enforcement:
- Ensure all collection activities are conducted in compliance with company policies, SOPs, and regulatory requirements.
- Regularly review and update collection policies and procedures to reflect best practices and regulatory changes.
- Conduct regular training sessions to keep the team updated on policies and procedures.
Proactive Problem Solving:
- Identify and address customer and employee friction points in the collections process.
- Develop and implement strategies to improve collections efficiency and customer satisfaction.
- Collaborate with other departments to resolve complex issues and streamline processes.
Performance Monitoring and Reporting:
- Monitor and analyze collections performance metrics and KPIs.
- Prepare and present regular reports to senior management on collections activities, performance, and areas for improvement.
- Utilize data to drive decision-making and process improvements.
Customer and Employee Relations:
- Maintain positive relationships with customers to facilitate effective collections.
- Address escalated customer complaints and disputes in a timely and professional manner.
- Support team members in handling difficult situations and provide guidance on best practices.
Compliance and Risk Management:
- Ensure all collection activities are in line with legal and regulatory requirements.
- Manage risks associated with collections and implement measures to mitigate them.
- Conduct regular audits to ensure compliance with internal and external standards.
Qualifications:
- Bachelor's degree in Business, Finance, or a related field.
- Experience in Salesforce and billing systems
- Contact center experience of 7+ years including dialer activity
- Proven experience in collections management, preferably in a security or service-oriented industry.
- Strong leadership and team management skills.
- Excellent communication and interpersonal skills.
- Ability to enforce policies and procedures effectively.
- Strong problem-solving and analytical abilities.
- Knowledge of relevant laws and regulations governing collections.
- Proficiency in using collections software and CRM systems.