Creditor Escalations Conference Manager

National Debt Relief, LLC.

7d•Remote

About The Position

The Creditor Escalation Conference Manager will work with the Director of Negotiations to ensure that Negotiators and Escalations Negotiators meet and exceed business expectations, and always prioritize the NDR mission. You will achieve optimal results by communicating job expectations, tracking, and appraising positive job results, providing coaching, disciplining staff when appropriate, and enforcing existing policies and procedures. The employee would lead by example and would foster a customer service centered environment that will in turn allow negotiators to build and maintain solid relationships with creditors.

Requirements

A completed BS degree in a related discipline preferred
6 years’ experience in customer service, financial product/service required, including 3 years’ people management in call center operations; Or for internal candidates in the Negotiations Support Manager role for the past 6 consecutive months
No PIPs or COEs in the last 6 months for internal candidates
Proven track record of assisting others and meeting goals
Capable of utilizing metrics to assist the Director in proactive problem solving
Highly proficient and effective communication skills
Able to manage high-stress and emotional client situations with a positive and solution-oriented mindset.
Results-, detail-, and process-oriented with a proactive approach towards driving success.
Strong leadership, analytic and documentation capabilities, and project managements skills required.
Demonstrated experience in developing team members, and effectively leading them to identify, assess, and resolve issues in a timely manner.
Excellent presentation, written and oral communication skills.
Strong attention to detail, organizational and multi-tasking skills
Computer competency and ability to work with a computer.
Prioritize multiple tasks and projects simultaneously.
Exceptional written and verbal communication skills.
Punctuality expected, ready to report to work on a consistent basis.
Attain and maintain high performance expectations on a monthly basis.
Work in a fast-paced, high-volume setting.
Use and navigate multiple computer systems with exceptional multi-tasking skills.
Remain calm and professional during difficult discussions.
Take constructive feedback.
Available for full-time position, overtime eligible if classified non-exempt.

Responsibilities

This role will work with the Director of Negotiations to ensure that business goals are achieved in a timely manner, and that the NDR mission is always prioritized throughout the Negotiations department
As Manager, you will be responsible for providing training, coaching and development for Team Leads, and other Creditor Escalation Negotiations department staff
Relay departmental concerns to upper management, or to Human Resources staff as deemed appropriate
Maintain relationships with banks, collection agencies and law firms
Oversee audit accounts worked by members of their team
Support Negotiators and Escalations Negotiators with difficult situations that may arise
Monitor employee KPI’s to ensure they are excelling to the best of their abilities
Collaborate with Recruiters by identifying rising stars in the department that can be promoted in the future, interview prospective candidates
Foster an open culture that prioritizes employee growth, and engagement
Assist in developing action plans to address performance deficiencies
Draft and administer performance reviews across the department; utilize performance improvement plans to address problem behavior in staff
Enforce company policies and procedures