Debt Recovery Manager

POSITION OVERVIEW:

MCI is a leading Business Process Outsourcing (BPO) company that specializes in delivering tailored solutions to meet the diverse needs of our clients. With a commitment to excellence and a focus on innovation, we have established ourselves as a trusted partner in the industry.

We are seeking a Debt Recovery Manager who will be responsible for overseeing and managing the collections operations within the call center environment. Your role involves leading a team of collections supervisors and agents, developing strategies to optimize debt recovery efforts, and ensuring compliance with regulatory standards. You will play a key role in driving performance, maximizing collections, and fostering a culture of excellence and compliance within the collections department.

To be considered for this role, you must complete a full application on our company careers page, including all screening questions and a brief pre-employment test.

POSITION RESPONSIBILITIES:

Key Responsibilities:

Provide leadership, guidance, and support to a team of collections supervisors and agents, fostering a positive and high-performing work environment.

Set clear performance expectations, goals, and targets for the collections team, and monitor progress against key metrics, including collection rates, call quality, and productivity.

Develop and implement strategic plans, initiatives, and campaigns to optimize debt recovery efforts, enhance operational efficiency, and maximize collections.

Identify opportunities for process improvements, technology enhancements, and workflow optimizations to streamline operations and improve performance.

Monitor and analyze key performance metrics and trends related to collections performance, call volumes, recovery rates, and customer satisfaction.

Conduct regular performance reviews, provide feedback, coaching, and training to collections supervisors and agents to drive continuous improvement and achieve performance targets.

Ensure compliance with all applicable laws, regulations, and industry standards governing debt collection practices.

Implement and enforce policies, procedures, and controls to maintain compliance with regulatory requirements and mitigate operational risks.

Establish quality assurance programs and processes to monitor the quality and effectiveness of collections activities, including call monitoring, audits, and compliance reviews.

Identify areas for process improvement, efficiency gains, and automation opportunities to enhance productivity, accuracy, and customer experience.

Collaborate with internal stakeholders, including senior management, legal, compliance, and operations teams, to align collections strategies with business objectives and priorities.

Communicate regularly with stakeholders to provide updates on performance, initiatives, and challenges, and solicit feedback to inform decision-making and drive continuous improvement.

Develop and manage departmental budgets, allocate resources effectively, and optimize staffing levels to support operational needs and achieve financial targets.

Monitor expenses, analyze variances, and implement cost-saving measures to ensure efficient use of resources and maximize return on investment.

STANDARD QUALIFICATIONS:

WONDER IF YOU ARE A GOOD FIT FOR THIS POSITION?

All positive, and driven applicants are encouraged to apply. The Ideal candidates for this position are highly motivated, dedicated and should possess the below qualities:

Associate degree, Certification or Equivalent Combination of Training and Experience

Proven experience in debt collection, call center operations, or financial services management, with a minimum of 4 years in a managerial role.

Strong leadership and people management skills, with the ability to inspire, motivate, and empower teams to achieve results and exceed performance targets.

Thorough understanding of debt collection laws, regulations, and compliance requirements, with a commitment to ethical conduct, integrity, and professionalism.

Excellent analytical and problem-solving skills, with the ability to analyze data, identify trends, and make data-driven decisions to improve performance and mitigate risks.

Effective communication and interpersonal skills, with the ability to interact with diverse stakeholders, build relationships, and influence outcomes.

Proficiency in using call center technology, CRM systems, and analytics tools to manage operations, track performance, and drive continuous improvement.

Strong project management skills, with the ability to plan, organize, and execute initiatives on time and within budget.

Demonstrated ability to thrive in a fast-paced, dynamic environment, prioritize competing demands, and adapt to changing business needs and priorities.

CONDITIONS:

All MCI Locations

Must be authorized to work in the country where the job is based.

Subject to the program and location of the position

Must be willing to submit up to a LEVEL II background and/or security investigation with a fingerprint. Job offers are contingent on background/security investigation results.

Must be willing to submit to drug screening. Job offers are contingent on drug screening results.

PHYSICAL REQUIREMENTS:

This job operates in a professional office environment. While performing the duties of this job, the employee will be largely sedentary and will be required to sit/stand for long periods while using a computer and telephone headset. The employee will be regularly required to operate a computer and other office equipment, including a phone, copier, and printer. The employee may occasionally be required to move about the office to accomplish tasks; reach in any direction; raise or lower objects, move objects from place to place, hold onto objects, and move or exert force up to forty (40) pounds.

COMPENSATION, BENEFITS, INCENTIVES, AND REWARDS:

WANT AN EMPLOYER THAT VALUES YOUR CONTRIBUTION?

At MCI, we believe that your hard work deserves recognition and reward. Our compensation and benefits packages are designed to be competitive and to grow with you over time. Starting compensation is based on experience, and we offer a variety of benefits and incentives to support and reward our team members.

What You Can Expect from MCI:

We understand the importance of balance and support, which is why we offer a variety of benefits and incentives that go beyond a paycheck. Our team members enjoy:

Paid Time Off: Earn PTO and paid holidays to take the time you need.

Incentives & Rewards: Participate in daily, weekly, and monthly contests that include cash bonuses and prizes ranging from electronics to dream vacations-and sometimes even cars!

Health Benefits: Full-time employees are eligible for comprehensive medical, dental, and vision coverage after 90 days of employment, and all employees have access to MEC medical plans after just 30 d.