Success Profile – Collection Manager (This is a snapshot of what a person needs to do with what they have to be successful in this position)
Role Activities: (DO) Principal activities, duties, interactions and decisions, both
ongoing and periodic, that make up this role – What is this position responsible
for? What activities will this position perform?
- Provides visible and active leadership to a team of Account
Representatives in the minimization of delinquent payments, prevention of
charge-offs, and verification of insurance and contact information
-Actively pursues the development of Acct Reps by providing on-the-spot
coaching, holding weekly one-on-one performance meetings, cross-training
for back-up, and providing formal training
- Monitors Acct Rep calls for quality and quantity; provides feedback and
shares strengths and development needs
- Reviews collection notes in Discover system for content, accuracy,
attention to detail, potential problems, and actions taken by Acct Rep
- Understands and reviews monthly P&L statement with CNAC Manager to
ensure objectives are being met; takes corrective action as necessary
- Communicates directly with customer; listens to and assesses facts, seeks
information not freely given, overcomes objections, negotiates, and makes
decisions leading to win-win outcomes
- Create and maintain reports and monitoring boards to display accurate, up
to date information
Accomplishments and Results (DELIVERABLES) Types of measurable outputs or deliverables that result from the individual's efforts - What will the position be held accountable for?
- Manages risk through compliance.
- Meets or exceeds established standards for 10, 30, and 60 day delinquency
targets
- Meets or exceeds established standards for maintaining active insurance
- Meets or exceeds established standards for charge-off’s and repossessions
- Manages controllable expenses to accepted budgeted levels
- Manages employee performance; conducts annual PPAR review with each
direct report and provides performance feedback as necessary
- Interviews, hires, trains, disciplines, terminates, retains employees as
necessary to maintain optimal performance and acceptable turnover levels
Characteristics, Capabilities, and Capacities (DEMONSTRATE) Characteristics, capabilities and capacities most critical for effectiveness in this role – What must incumbents demonstrate?
Financial Savvy: Understands JDB key financial indicators, and how individual
units contribute to or hinder financial success. Understands the impacts of
financial decisions on company. Maximizes the financial contribution of team.
Acts Ethically: Adheres to JDB stated purpose and values, even in difficult
situations; rewards the right values and disapproves of others; practices what is
preached. Leads by example.
Action Oriented: Quickly zeros in on the critical few issues and puts the trivial
aside; eliminates roadblocks; creates focus; respectful of others’ time. Moves
others to action through delegation and empowerment.
Accountable: Doesn’t shirk personal responsibility. Can be counted on during
tough times. Willing to be the only champion of an idea or position. Admits
mistakes, takes corrective action.
Negotiator: Can win buy-in while maintaining relationships; can be both direct
and forceful, as well as diplomatic; gains trust quickly; has good sense of timing
Team Builder: Creates strong morale and team spirit; shares wins; encourages
open dialogue; lets people be responsible for their work; defines success in terms
of whole team, including all departments. Provides on-the-spot feedback
Results Driven: Can be counted on to exceed goals successfully. Is consistently
one of the top performers. Bottom line oriented. Pushes self and others for
results, while demonstrating concern for people, process, standards, and ethics.
Fact Finder: Uses active listening techniques, continues to ask “why” to
uncover root causes and find solutions. Helps others understand facts and find
solutions. Documents facts and actions.