SWC GROUP is a leading national provider of accounts receivable services. We specialize in collections for several industries including communications, utilities, financial, and education.
WE ARE HIRING A CART (CONSUMER ACCOUNT RESOLUTION TEAM) MANAGER
THE CART MANAGER will Supervise the Customer Account Resolution Team and will directly manage the volume of work that is received via mail, email, and from Southwest Credit’s clients as it pertains to consumer account resolution. This is to be done through producing and monitoring productivity, volume, and quality reports for the department as well as at the team member level. Uphold company standards, regulatory requirements, and client work standards as it pertains to the Customer Account Resolution Team.
- Manage productivity & quality reports as well as set appropriate goals for team members.
- Manage work volumes and provide forecasts to ensure defined service levels are met.
- Attend client implementation meetings to ensure client needs are adequately met for administrative support.
- Provide monthly team & client allocations.
- Partner with compliance, client relations, and IT to ensure departmental procedures are meeting compliance, client relations, and company expectations and efficiencies.
- Assist VP of Finance in departmental budget reviews to ensure adequate forecasts, needs, and adherence.
- Partner with training, compliance, and client relations to ensure proper departmental training curriculum is created and maintained.
- Review productivity & quality results with team members monthly via a 1x1.
- Prepare & deliver annually employee review.
- Assist COO and CCO to prepare & issue departmental reporting to leadership team on service level adherence with regards to compliance & client measures.
- Partner with Operations to ensure appropriate procedures are in place for collector/CART communications.
- Partner with Client Relations to maintain appropriate client communications based on SWC’s client communication policy.
Required Skills
EDUCATION AND EXPERIENCE REQUIREMENTS:
- Requires 4-year degree in business related field, or work experience equivalent.
- Minimum 4 years’ experience in Client Service, Customer Service, and/or Administrative Support.
- Minimum 2 years’ experience in supervision and employee management.
- Working knowledge of collection industry, with previous recovery experience is preferred. Requires understanding of recovery procedures, office procedures and legal standards related to debt collection.
- Ability to maintain confidential information.
- Proficient PC application skills. MS Word, Outlook, Publisher, Excel, Power Point and Visio are preferred.
- Exceptional negotiation, written and verbal communication skills.
Required Experience
SWC GROUP OFFERS:
Energetic and Productive work environment
Business Casual Dress Code
Holiday and Vacation Plan
Medical, Dental and Vision Insurance
Life Insurance
Short-Term and Long-Term Disability Plans
HSA (Pre-tax) Savings Account
401(k) Plan with matching contribution
Casual Dress on Friday - Wear Your Jeans
SWC GROUP
4120 INTERNATIONAL PKWY, SUITE 1100
CARROLLTON, TX 75007
www.swcgroup.com