Associate Manager Team Manager

As a Team Manager supporting the PNC program you will lead a team of collection specialists across Consumer Mortgage & Recovery & verticals. This role is responsible for driving operational performance customer experience compliance adherence and employee development while ensuring alignment with client expectations and business goals.

Key responsibilities include:

- Lead coach and develop team members to achieve performance productivity quality and recovery goals.
- Monitor operational metrics such as RPC Promise-to-Pay delinquency recovery rates productivity and quality performance.
- Review and communicate daily weekly and monthly business results with the team.
- Manage attendance staffing plans schedules workload balancing and queue assignments.
- Support escalations and assist agents with complex customer situations including hardship requests disputes fraud concerns bankruptcy and legal escalations.
- Ensure compliance with all client investor and regulatory requirements including FDCPA CFPB GLBA TCPA RESPA and FCRA guidelines.
- Conduct audits documentation reviews compliance validations and ensure completion of required certifications and attestations.
- Partner with Workforce Management Training Quality and Operations leadership to support business objectives and process improvements.
- Participate in calibrations business reviews operational meetings and client discussions as needed.
- Ensure accurate reporting documentation and system updates across all operational processes.

 

Qualifications :

Our most successful candidates will have: 

- At least 6 months in current role and no disciplinary actions
- Must have completed TMU Essentials
- Minimum 1 year of leadership or supervisory experience in collections banking financial services mortgage servicing recovery or related operations.
- English B2 skills
- Strong analytical skills with the ability to interpret data identify trends and implement action plans.
- Proven leadership coaching and employee development capabilities.
- Excellent verbal and written communication skills.
- Strong organizational and time management skills with the ability to manage multiple priorities.
- Ability to work in a fast-paced performance-driven environment.
- Proficiency in Microsoft Office applications particularly Excel and PowerPoint.
- Experience handling escalations operational reporting and compliance-related processes preferred.
- Knowledge of collections regulations and customer service best practices preferred.

Additional Information :

Preferred experience in one or more of the following areas:
- Auto loans
- Credit cards 
- PLOC UIL
- DDA
- Mortgage servicing
- Home Equity
- Skip tracing and asset search
- Recovery negotiation strategies

Systems Knowledge:
Experience with platforms such as Fiserv FACS Genesys TSYS Shaw or similar systems is a plus.

 

Remote Work :

No

Employment Type :

Full-time