Manage the workflow of the department staff, including maintaining departmental results and setting policies and procedures. Other responsibilities include hiring, training and monitoring of collection representatives.
Duties and Responsibilities:
- Manage, coach and guide the staff. Monitor and review systems to insure optimum performance and efficiency.
- Administer and enforce bank policies within the department.
- Responsible for departmental staffing, monthly and annual performance appraisals.
- Reviews procedures and recommends methods to improve productivity.
- Detects morale and workflow problems and addresses issues.
- Maintains open communications to all levels.
- Work with recruiting as well as Training and Development.
- Resolve escalated customer service situations.
- Identify and implement training issues.
- Operation hours include weekends.