• Assist in developing sound, acceptable credit policies• Analyze delinquent accounts and prepare report on highest risk accounts including recommendations for resolution. • Interact with customers to obtain additional credit information to support credit lines• Reconcile transactions and balances to maintain accurate accounts • Initiate credits and adjustments to customer accounts within company policy limits• Check for credit viability on requests for extended terms, and evaluate various adjustments or exception documents• Submit requests to senior management and supporting documentation for accounts requiring credit lines• Research and make decisions on finance charges • Maintain bad debt and bad debt recovery records• Monitor receivables and collections and provide updates of receivables and provide appropriate reporting procedures• Identify problem accounts and provide regular updates of receivables to management• Negotiate payment programs with delinquent customers• Identify accounts requiring collection agency or legal action and coordinate collections with third party contractors • Monitor violations of credit policies, provide analysis, conclusion and recommendations• Develop processes and procedures for evaluating customer financials• Provide coaching both formal and informal by “MBWA”, side by side, remote, and recorded monitoring• Build, load and maintain dialer campaigns via LiveVox dialer• Assist with screening, hiring and training all new collection employees

• Improve the operational systems, processes and policies in support of organizations mission -- specifically, support better management reporting, information flow and management, business process and organizational planning. • Manage and increase the effectiveness and efficiency of Support Services (HR, IT and Finance), through improvements to each function as well as coordination and communication between support and business functions. • Play a significant role in long-term planning, including an initiative geared toward operational excellence. • Management of agency budget in coordination with the Executive Director. • Development of individual program budgets • Invoicing to funding sources, including calculation of completed units of service. • Payroll management, including tabulation of accrued employee benefits. • Organization of fiscal documents. • Regular meetings with Executive Director around fiscal planning. • Supervise the performance and workflow of assigned collection team, ensuring maximum productivity.• Supervise collector’s performance and workflow.• Achieve monthly client expectation.• Monitor calls and coach for regulatory compliance.• Minimize employee turnover and maximize employee retention. • Insure all collectors are knowledgeable of state and federal debt collection regulations.• Supervise and coach office manager on a weekly basis.

• Responsible for directing a B2B and B2C, inbound/outbound operation, including Human Resources and Client Services. • Provide support in coaching, developing, and mentoring collectors to achieve department goal of 90% schedule adherence and 75% collection qualifier• Supports both Company and the Client in achieving service, quality and contribution goals • Responsible for operating systems, policies and procedures within the site including development, implementation and continual improvement of processes to best achieve overall business goals • Provides leadership and management to associates, seeks to achieve overall associate satisfaction.• Write and deliver bi-annual performance appraisals• Provide positive and constructive feedback through various coaching techniques• Provide training to ensure all employees are following FDCPA guidelines• Handle all escalated (manager) calls and work manager queues • Monitor and update attendance to ensure maximum coverage• Demonstrate skills at analyzing trends and assist in creating action plans that determine a solution• Run and maintain dialer campaigns and create new dialer strategies• Demonstrate flexibility and teamwork by working various shifts and working with other members of management when needed.• Maintain phone skills while applying knowledge to day- to-day project experiences• Serves as an effective business partner to multi-site clients in conjunction with peers • Supports the broader business line and corporate units to achieve goals • Achieve Facility Revenue and Profit Goals • Establish, monitor and maintain priorities within the facility to meet client, facility and corporate goals • Ability to manage rapid growth and multiple type of clients• Ensure a process is in place to consistently deliver solutions to clients