Regions Bank Collections Contact Strategy Manager in Hoover, Alabama

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Job Description:

At Regions, the Collections Contact Strategy Manager is responsible for developing and adjusting short and long term contact strategy campaigns designed to reduce consumer credit losses and delinquency, mitigate risks, and reduce expenses through increased efficiency.

Primary Responsibilities

  • Plays a key role in building and managing default customer contact strategy plans for multiple channels including text, email, and automated dialer contacts and the integration of these channels with workforce management software to optimize staffing levels and schedules

  • Develops and adjusts short and long term contact strategy campaigns designed to reduce customer credit losses and delinquency, mitigate risks, and reduce expenses through increased efficiency

  • Analyzes and optimizes contact channel performance including out bound dialer campaigns and customer alerts via text and email

  • Ensures all work is performed in compliance with Regions policies as well as local, state and federal collections laws and regulations

  • Collects necessary data to accurately report on performance, forecast workloads, and developed dialing plans

  • Develops scorecards and performance reports and presents analytical findings and recommendations to wide range of audiences

  • Reports on and communicates impact of collections strategies and reports any known gaps

  • Identifies areas to reduce cost of collections without negatively impacting collections performance

  • Works with management to implement collections strategies and identify gaps and recommendations for process improvements

  • Establishes collaborative relationship with cross-functional team to move collections strategies forward

  • Analyzes contact strategy results and recommends changes and adjustments accordingly

  • Identifies and suggests possible improvements to existing process

  • Performs the mechanics required to maximize production within the dialing platforms such as changing the campaign dialing levels based on agent and inbound call activity

  • Monitors in real-time campaigns, dialer agents, calling list penetration, and statistics to ensure agents are fully utilized and dialing plans are executed successfully

  • Manages the Queue Monitoring team and provides impactful coaching across a diverse team

  • Achieves desired penetration and contact rates necessary to meet production goals

  • Maximizes team performance and fosters a culture of productivity, responsiveness, and quality

  • Leads employees to meet Regions expectations of productivity, quality, and goal accomplishment

  • Works with Human Resources staff to recruit, interview, select, hire and employ staff for team

This position is exempt from timekeeping requirements under the Fair Labor Standards Act and is not Eligible for overtime pay.

This is position is incentive eligible.

Requirements

  • Bachelors degree in related field

  • Five (5) years of supervisory experience

  • Three (3) years of System Administration or Data Analysis experience

Preferences

  • Prior experience in collections with emphasis on performance management

  • Strong knowledge of collections best practices, contact strategy data and key performance indicators

  • Familiarity with test and control methodologies

Skills and Competencies

  • Excellent communication and organizational skills

  • Proven leadership skills

  • Creative thinking and problem solving skills

Location:

Hoover, Alabama

EEO/AA/Minorities/Females/Disabled/Veterans

About Regions

At Regions, our culture focuses on five core values that are a commitment to how we will do business:

  • Put people first

  • Do what is right

  • Focus on your customer

  • Reach higher

  • Enjoy life

Through these values, our mission to make life better drives our desire to improve and make a positive difference in the communities where we work and live through financial investments and volunteering.

EEO/AA/Minorities/Females/Disabled/Veterans