Regions Bank Collections Contact Strategy Manager in Hoover, Alabama
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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.
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.
Bachelors degree in related field
Five (5) years of supervisory experience
Three (3) years of System Administration or Data Analysis experience
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
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
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.