Associate Account Manager – Collections• Drive performance to meet or exceed Key Performance Indicators (KPI), revenue goals, quality/compliance standards as well as being compliant with client and company requirements.• Develop negotiation skills of the associate by conducting live monitoring and call calibrations to identify opportunities with call handling and provide recommendations on how to improve• Identify trends in behavior that could affect performance and focus on… Show more Associate Account Manager – Collections• Drive performance to meet or exceed Key Performance Indicators (KPI), revenue goals, quality/compliance standards as well as being compliant with client and company requirements.• Develop negotiation skills of the associate by conducting live monitoring and call calibrations to identify opportunities with call handling and provide recommendations on how to improve• Identify trends in behavior that could affect performance and focus on managing the behavior driving the performance rather than the number – done in a monthly basis based on 3 months performance• Provides coaching on failed audits coming from clients and set action plan to avoid repeat offenses• Assists associate on hitting their month to date collection goals by providing them daily targets and regular updates• Ensures that each associate is productive - minimizing wrap up and not ready statuses hourly and daily• Ensures that risks are manage by avoiding complaints from clients or any FDCPA, TCPA, CFPB and the likes, thru weekly team huddles and refresher trainings• Ensures that performance improvement is recognized and honored• Main person responsible for creating engagement activities for the entire account thru Fun Friday activities with the assistant of the engagement committee that I personally spearhead. Show less

• Drive performance to meet or exceed Key Performance Indicators (KPI), revenue goals, quality/compliance standards as well as being compliant with client and company requirements.• Develop negotiation skills of the associate by conducting live monitoring and call calibrations to identify opportunities with call handling and provide recommendations on how to improve• Provides monthly feedback to the associate about where they ended for the previous month and their main area of… Show more • Drive performance to meet or exceed Key Performance Indicators (KPI), revenue goals, quality/compliance standards as well as being compliant with client and company requirements.• Develop negotiation skills of the associate by conducting live monitoring and call calibrations to identify opportunities with call handling and provide recommendations on how to improve• Provides monthly feedback to the associate about where they ended for the previous month and their main area of opportunity• Assists associate on hitting their month to date collection goals by providing them daily targets and regular updates• Ensures that each associate is productive - minimizing wrap up and not ready statuses daily• Assists with second voices - take calls from associate is consumers are hesitant of paying over the phone• Conduct transfer trainings whenever one associate is needed to be transferred to a different product or portfolio; train any type of updates in the absence of the product trainer Show less

• Ensures that Quality Specialists are able to meet their monthly monitoring target (100% Monitoring Completion)• Conduct Quality and Compliance Training to new hires; ensuring that they are aware of the FDCPA and laws that are violated if not able to follow the compliance guidelines; identify risks for each of the quality and compliance findings• Execute Objection Resolution; handles dispute of Operations with specialists' monitoring• Fix gaps with operations process and… Show more • Ensures that Quality Specialists are able to meet their monthly monitoring target (100% Monitoring Completion)• Conduct Quality and Compliance Training to new hires; ensuring that they are aware of the FDCPA and laws that are violated if not able to follow the compliance guidelines; identify risks for each of the quality and compliance findings• Execute Objection Resolution; handles dispute of Operations with specialists' monitoring• Fix gaps with operations process and manuals• Ensures that compliance risks are mitigated by doing investigative research• Conduct monthly quality and compliance talk with operations associates; base on previous months opportunity with call handling and compliance risks• Provide monthly trends on call handling behaviors and identify outliers Show less

• Responsible in ensuring that there is enough loads on the dialler to ensure service levels are met hourly and daily• Manages the dialling strategy as per client request• Ensures that agents on prolonged ACW and Aux is called out to eliminate issues with staffing in every dialling interval• Mitigates risk of possible lawsuit related to dialling by keeping an eye on the dialling hours per state in the US • Participate in creating various dialling strategies based on market share… Show more • Responsible in ensuring that there is enough loads on the dialler to ensure service levels are met hourly and daily• Manages the dialling strategy as per client request• Ensures that agents on prolonged ACW and Aux is called out to eliminate issues with staffing in every dialling interval• Mitigates risk of possible lawsuit related to dialling by keeping an eye on the dialling hours per state in the US • Participate in creating various dialling strategies based on market share given by the client to ensure that we exceed their expectation and outwit various competitors Show less

• Responsible in ensuring that all clicker operators are productive• Keeps the dialler busy by ensuring staff are clicking on their designated portfolios• Manages the manual dialling strategy of the company• Raise issues with available loads for the agents to click on an hourly basis to ensure that idle time is minimized for those taking phone calls

• Collect outstanding debts for early stage and late stage delinquent accounts• Educate consumer of why services were disconnected• Help consumer identify sources of income, possible payment plans to take them out of collections• Assist with basic billing inquiries

Card Activations/Customer Service• Assist consumers in activating their prepaid debit cards• Ensures that information being provided by consumers are accurate• Run all the information through a system to check if information are accurate and if consumer pass the credit check, they will be provided a permanent card with their names on it.• Assist in reloading prepaid debit cards• Assist on all billing inquiries of the consumer• Educate them of withdrawal charges•… Show more Card Activations/Customer Service• Assist consumers in activating their prepaid debit cards• Ensures that information being provided by consumers are accurate• Run all the information through a system to check if information are accurate and if consumer pass the credit check, they will be provided a permanent card with their names on it.• Assist in reloading prepaid debit cards• Assist on all billing inquiries of the consumer• Educate them of withdrawal charges• Conduct an upselling; sell a specific feature offered by the prepaid debit card• Assist on bank disputes, unauthorized withdrawals and chargebacks Show less

• Perform collections in the tristate of Ohio, Kentucky and Indiana• Assist with billing inquiries on long distance charges, cable television charges and internet services• Change the existing plans of the consumers, bill cycles, recurring payment methods etc.• Perform basic troubleshooting with known issues for the customers services