Customer Service & Collections Manager

Division: Eastern Funding

Department: EF - Operations

Officer: VP

Reports to: Chief Operating Officer

Status: Exempt

Grade: 11

Pay Range: $66,669-$122,975

Actual compensation within the pay range will be determined based on factors including, but not limited to, skills, prior relevant experience, and specific work location.

Location: New York City, NY - 213 West 35th St

Purpose/Objective:

The Vice President, Collections & Customer Service is responsible for the leadership, performance and operational oversight of the Collections and Customer Service departments, including delinquency management, customer service, departmental metrics and reporting. The VP works collaboratively with the Chief Operations Officer (COO) to improve processes and procedures and partners with the Collections and Customer Service Team Leaders to establish goals, develop employees, strengthen team performance and drive continuous improvement.

Key Accountabilities:

• Collections Leadership & Oversight
• Provide leadership and oversight of Collections to ensure established delinquency, recovery, productivity and quality expectations are achieved.
• Monitor delinquency trends and ensure appropriate strategies are established.
• Hold the Team Leader accountable for collector performance, coaching, documentation and execution of established collection strategies.
• Partner with Credit, Risk, Workout, Legal and Sales on complex or deteriorating relationships.

Customer Service Leadership & Oversight

• Provide leadership and oversight of Customer Service to ensure established service levels, quality and responsiveness standards are achieved.
• Monitor nCino and Five9 performance, customer responsiveness, service levels and escalations.
• Hold the Team Leader accountable for employee performance, coaching and adherence to Communication Standards.

People Leadership & Accountability

• Establish clear individual and departmental performance expectations.
• Conduct regular production meetings and employee coaching.
• Maintain appropriate staffing, workload distribution and succession/coverage plans.

Technology, Reporting & Operational Controls

• Produce and analyze daily, weekly and monthly performance reporting for Executive Leadership.
• Maintain current Collections and Customer Service procedures and ensure appropriate operational controls are followed.
• Identify opportunities to automate or eliminate manual activities that detract from core Collections and Customer Service responsibilities.

Executive Leadership

• Proactively communicate material risks, performance concerns and operational barriers to the COO and Executive Leadership.

Deliver assigned initiatives and action plans within established deadlines.

Requirements:

• Bachelor's degree required; advanced degree preferred.
• 7 to 10 years of progressive Collections, Customer Service or financial services experience.
• 5+ years of leadership experience managing teams and performance.
• Commercial lending, equipment finance or banking experience strongly preferred.
• Demonstrated success managing delinquency, collections and portfolio recovery.
• Experience managing call center/customer service operations and performance metrics.
• Strong analytical skills with demonstrated ability to use data to drive operational decisions.
• Experience with CRM, collections and contact center technology; FIS, nCino and Five9 experience preferred.
• Strong executive communication, problem solving and cross functional leadership skills.
• Demonstrated ability to execute independently, manage competing priorities and deliver results within established deadlines.

Beacon Bank is an Equal Opportunity Employer - all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, or national origin. If you would like to contact us regarding the accessibility of our website, need assistance completing the application process, or would like to request alternative methods of applying, please contact us at hr@berkshirebank.com.