This position is responsible for helping to mange the Auto Dialer and all inventory associated with it. The ideal candidate will be accustomed to working with all levels of employees and management to insure that collection/technology goals are being met. The ideal candidate will also have experience in service as a technical expert of a Dialer system. Senior management is seeking someone who has proven experience in leveraging technology in resolving non-pay issues. The Technician will manage the collection platform (database) and dialer technology. The candidate must be self-motivated, professional, disciplined, and goal-oriented and results driven. This position will require the performance of other essential and marginal functions depending upon assignment or shift.
Technicians Responsibilities:
• Implement section goals, programs and procedures as outlined by management to improve productivity in delinquent collection processing.
• Help Identify and manage all measurement/reporting standards for the improvement of performance and operational effectiveness.
• Assist with training and guiding employees and team members with the Dialer system in addition to strategies to improve individual and team performance results.
• Serve under the technical expert regarding procedures for all product areas supported by the Dialer system across the Call Center to help identify critical changes that are needed.
• Maintain knowledge and comply with all regulatory requirements of the collections Dialer/ FDCPA guidelines while reducing the company's exposure by ensuring adherence to proper collection procedures.
• Work closely with various levels of management or other company department's heads on high profile or sensitive collections situations confidentially.
• Support the supervisor in the development, installation, and administration of revenue accounting and tracking systems (reporting).
• Must have experience operating predictive dialer campaigns. Must have experience building/configuring call campaigns and configuring the dialer settings.
• Perform critical research under the supervision of the Head Dialer Tech. Execute and perform quality audits on agents via the Dialer system. Provide recommendations based on observations that influence business solutions. Report findings to Management that include a plan for resolution.
• Demonstrate continuous effort to improve operations, decrease turnaround times, streamline work processes, and work cooperatively and jointly to provide quality seamless customer service.
Required Knowledge, Skills and Abilities:
• Knowledge of: FDCPA, Bankruptcy Code, Fair Credit Reporting Act, and other regulations governing business and regulatory licensing.
• Time, Resource, Personnel Management and Leadership skills.
• Working knowledge of principles and practices of supervision, training and performance evaluation.
• Knowledge of modern office procedures, methods, computer equipment and accounting principles.
• Working knowledge of Auto dialer, Collections software, and Industry standard reporting.
• Ability to develop, prepare and administer budgets and policies to reach goals and maintain a productive, professional environment.
• Communicate orally and ethically with all individuals via telephone, face-to-face and in one-on-one settings using the English language.
• Comprehend and make inferences from material written and make decisions on complex issues.
• Produce documents written using proper sentence structures, punctuation, grammar, and spelling using the English language.
• Monitor department resources not limited to employees' determine compliance with prescribed operating or safety standards.
Experience:
Ideal candidate will have three or more years of experience with a first, or third party collection agency.
(Other combinations may be substituted).
Location: Sandy Springs GA
Compensation: $13-15/hour
