• Job Description

  Req#: PRODU002118

  Job Summary

  The Production Manager - Specialty reports to the Site Director. This position is highly visible at senior leadership levels, up to and including the President and CEO. The candidate will lead a team of debt collection agents, manage systemic processes, and develop process improvements specific to data/file exchanges. The candidate must have a proven track record managing collections efforts and utilizing data exchange files (e.g., CSV, SFTP, EDI, XML) to track, analyze, and optimize collection performance with Debt Settlement Agencies/Attorneys (DSA). This role requires strong relationship building, seasoned leadership, attention to detail, and the ability to coordinate both internal and external stakeholders to ensure successful debt recovery operations.

  Key Responsibilities

  • Manage, train, and support a team of collection agents to meet or exceed recovery targets
  • Oversee the daily operations of the collections process, ensuring compliance with legal and regulatory standards
  • Coordinate and monitor data exchange files from clients and partners, ensuring accurate and timely file uploads/downloads
  • Analyze file data to assess account statuses, update records, and identify recovery opportunities
  • Collaborate with IT, compliance, and client services teams to ensure seamless data flow and system integrity
  • Develop and implement strategies to improve collection efficiency and team productivity
  • Prepare regular reports and performance metrics for leadership
  • Handle escalated issues and communicate effectively with clients when needed
  • Responsible for improvements/enhancements/implementation of internal process changes necessary to remain abreast of all client requirements; ensure communication of such to our clients to include timely and concise communication of needed data and progress updates as required
  • Cultivate and nurture existing DSA relationships and identify and execute new business relationships within the DSA landscape.
  • Manage Web Chat Agents, activity and reporting for clients and internal needs.

  Essential Job:

  • • Meet ALL client Service Level Agreements (SLA’s) through a Point of Distribution network of subject matter experts with the aid of workflow management tools
    • Primary resources for insight into the overall health of the client relationships, with the goal of achieving and maintaining preferred client status
    • Investigate and resolve significant client concerns
    • Planning long-term and short-term business objectives
    • Works under general supervision from the Director and clients to prioritize client processes, requests and changes critical to the business
    • Identifies inefficiencies and creates company processes to address these within the DSA and Web processes

  Cross-functional Communication

  • • Participate in performance related discussions with clients and DSA partners
    • Serve as an escalation point for both the Client, the Business, and DSA’s.
    • Obtain buy-in and influence others to achieve shared goals
    • Impose managerial courage through the escalation framework
    • Drive key client process changes within the organization and remain dedicated to achieving results throughout all phases of implementation
    • Build relationships at all levels of the organization and serve as the spokesperson for the Client, the Business, and DSA’s.

  Change Champion

  • • Act as a change agent for internal processes
    • Serve as a spokesperson in two-way communication
    • Build and promote regular interval reporting for top 8% of DSAs to hold performance related discussions and drive improvements across the client network
    • Responsible for cross functionally communicating updates and results
    • Formulates, affects, interprets, implements policies and company best practices

  Competency

  • Decision Quality – Making good and timely decisions that keep the organization moving forward.
  • Drives Results – Consistently achieving results, even under tough circumstances.
  • Communicates Effectively – Clearly communicates messages through appropriate channels and listens to understand and respond.
  • Being Resilient – Rebounding from setbacks and adversity when facing difficult situations.
  • Self-Development – Actively seeking new ways to grow and be challenged using both formal and informal development channels.
  • Ability to deal with ambiguity

  Technical and/or Functional Skills & Knowledge

  Required

  • 3+ years of experience in debt collection, including 2+ years in a supervisory or management role
  • Hands-on experience working with data exchange files (CSV, XML, EDI, SFTP or similar formats)
  • Familiarity with collection software platforms
  • Strong understanding of FDCPA and other relevant compliance regulations
  • Excellent leadership, communication, and conflict-resolution skills
  • Strong analytical and data interpretation abilities
  • Proficiency in Microsoft Excel or other data management tools

  Preferred

  • Experience in a third-party debt collection environment
  • Financial services experience in the distressed debt vertical
  • Some SQL ability
  • Pre-existing relationship with DSA’s

  Work Environment

  While performing the duties of this job, the employee regularly works in a climate-controlled setting, seated continuously and is sedentary most of the workday. This position is in a call center with moderate to high noise levels & frequent foot traffic. This position routinely uses standard office equipment such as computers, phones and photocopiers. Work area stations and cubicles are close in proximity to others.

  Physical Demands

  The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is continuously required to use hands and fingers to handle, feel or operate office equipment such as computers, phones and photocopiers; and have moderate reach with hands and arms. The employee is regularly required to talk and hear, sit and see to perform close-up computer work and phone equipment, and requires close-up vision and color recognition.

  Reasonable Accommodations

  Reasonable accommodation may be provided by ARS National Services Inc. to enable individuals with disabilities to perform essential functions, as defined per Company policy.

  NOTE: This job description is not intended to be all-inclusive. Employee may perform other related duties to meet the ongoing needs of the organization

  Equal Opportunity Employer
  This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.

• About the company

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