The Collections Operations Team Manager is responsible for ensuring a high level of customer service throughout the team's collections efforts. The goal of the team is to protect our stakeholders while finding the right solutions for customers who are having financial difficulty. The incumbent works to reduce financial risk and manages performance, staffing, efficiency, quality, processes, and elements of strategy. Responsible for the day-to-day operations of the company's business units. Aims to deliver superior service to clients by driving and optimizing the effectiveness and efficiency of people, processes, and technology thereby enhancing financial performance, increasing investment capacity, and managing risk. Evaluates and ensures that operations meet company objectives, business needs, service agreements, and relevant requirements. The Coordinator directly manages 13 to 15 phone agents while supporting the entire team of phone agents across multiple past due products.Establish, monitor, and maintain departmental goals and productivity. Oversees work performed by the collection representatives to ensure adequate collection coverage is maintained. Strong communication skills and able to work up, down, and across the organization. Able to manage multiple tasks across different teams ensuring that all deliverable dates are achieved. Provides consistent quality customer service to both internal and external customers. Achieves KPI's for collections on past-due loans. Effectively handle call volume in real-time (scheduling, blending dialer utilization, etc.)Performs quality assurance efforts with solid training, coaching, and personal development of team. Creates individual strategies to improve the performance of team. Recommends & establishes efficient processes to obtain collection goals. Strong understanding of collection laws and regulations.

Directs staff on collection reporting; maintains daily/weekly/monthly reports, tracks statistics, develops new reports by determining needs and trends, documents processes and procedures. Ensures accuracy and works closely with BI team on collections reporting.Key liaison and main point of contact with technical groups that support collection systems; Telecom, IS, Tandem, Credit Systems. Represents Risk Management Operations in meetings and project development.Ensures follow through in; resolving system problems, trouble shooting, developing solutions, maintaining system logs.Department expert on system issues.Effectively communicates all strategies, changes and updates to all applicable parties.delivers high quality financial resultsDevelops staff to ensure quality outcomes, performance and production goals are achieved within company guidelines. Staff supports dialer usage in all areas of RMO collections and ensures targeted service levels are met.Oversees dialer databases that identify and manage accounts assigned to vendors, daily call list maintenance, gather account information and research various key performance indicators as needed. Ensures all campaigns meet state and legal calling guidelines.Oversees the training of management staff in dialer usage and reporting capabilities.manages process & technology to deliver company and department goals.Managed a team of 11 direct reports in order to ensure all decisions and change initiativesare implemented in a way to ensure team success.Create SQL queries to track new processes and procedures to ensure agent compliance and inorder to find potential issues and for various reporting needsAct as point for Risk Management Operations (RMO) outbound on upgrade calls,relaying issues discoveredWork directly with vendors toresolve complex technical issues

Analyzes statistics of current methods being used to contribute to more efficient practicesCommunicates and directs leadership and staff regarding workflowEffective utilization and management of the predictive auto dialerHandles inquiries from agents, leadership and other internal business partnersMaintains systems issues logsMeets or exceeds assigned productivity measurementsPerforms other related duties as designated by managerResolves escalated customer concerns/issues professionally and conducts follow-up as neededTracks statistics of dialer and collector performanceUtilizes dialer databases to monitor dialer/agent activity and gather account informationWorks as a liaison with other departments to trouble shoot system problems and resolve issuesAccountable for the effective implementation of change management related to new and/or revised systems and product services provided through the business unit while ensuring minimal disruption to the business

Manage and maintain NSS Metric 14 and 32 as well as several other government requirements for the business, as well as supporting all investor groups including specialty (Bankruptcy, HHF, Co-loss, etc.)Analyzes business issues and makes recommendations to maximize operational efficiency, quality and compliance.Duties include managing vendor relationships, defining user requirements and performing user acceptance testing.Manage small projects requiring some coordination, and/or contribute to task forces or project teams.Identify, develop and implement policies, procedures and training materials to assure compliance with government regulations and to maximize efficiency and customer service.Research, compile, and perform in-depth analysis on critical operational data.Make recommendations to management on root causes to avoid future findings.Act as an information resource and provides training/assistance as asked to all levels across business units. Under minimal supervision, create and maintain databases, developing and performing queries both independently and at the direction of management.Support business and work directly with senior leadership on escalated issues. Participates in strategic planning discussions and provides input regarding future direction with the intentions of ensuring compliance is met with Wells Fargo, legal, investor, regulatory and/or business policies

•Responsible for handling the most complex quality assurance and assesses problems and issues to ensure activities follow the necessary internal and external regulatory and risk management practices.•Assist ongoing production and workflow improvement efforts. Manage and or co-manage projects ranging in importance levels of low to high.•Develop and implement policies, procedures and training materials to assure compliance with government regulations and to maximize efficiency and customer service.•Responsible for researching, compiling, analyzing and reporting various foreclosure default operational data from multiple sources, including unit production, productivity and or quality statistics.•Recommends solutions to maximize operational efficiency, quality, compliance, etc. Ensures adherence to data management regulations and policies.•Auditing of phone calls, escalated complaint files/OOP, variance analyses, and maintaining/update accurate inventories.•Under minimal supervision, create and maintain databases, developing and performing queries both independently and at the direction of management.

•Supervised two groups of representatives who mitigate loss for our investors and Wells Fargo Home Mortgage by processing incoming requests for liquidation and or retention requests.•Ensured designated timelines are within compliance of Wells Fargo, investor, legal, and regulatory or business policies.•Developed and implemented operational procedures, methods and work systems. Provide hands on guidance for coaching and development of direct reports.•Ensure compliance with audit and operational regulations and guidelines.•Oversaw quality control process and assisted with budget process.•Responsible for researching, compiling, analyzing and reporting various default operational data from multiple sources, including unit production, productivity and or quality statistics.•Responsible for handling the most complex quality assurance and assesses problems and issues to ensure activities follow the necessary internal and external regulatory and risk management practices.•Recommends solutions to maximize operational efficiency, quality, compliance, etc. Ensures adherence to data management regulations and policies.•Assist ongoing production and workflow improvement efforts. Manage projects ranging in importance levels of low to high.