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Company Overview

Credit First National Association is a private label credit card bank and the consumer credit division of Bridgestone Americas. The Bridgestone Americas family of enterprises, including CFNA, is comprised of more than 50 production facilities and 55K employees throughout the Americas. We provide the consumer credit solution for the Firestone Complete Auto Care, Tires Plus, and Wheel Works brands, in addition to customized retail credit services for more than 8,000 other tire and automotive retailers nationwide. At our office in Cleveland, OH, more than 300 professionals gather each day to run a successful private label credit card program. We invest in our community and strongly believe that meaningful commitment to a wide variety of philanthropic organizations builds a better world and a brand that makes us proud.

Job Category

Customer Support

Position Summary

We are seeking a Collections Strategy Manager to join our team!

The Collections Strategy Manager plays a key role in advancing voice and digital outreach initiatives within the collections function, with a focus on improving recovery performance and elevating the overall customer experience. This role collaborates closely with leadership to shape and implement effective departmental strategies and systems, while also supporting future enhancements aimed at increasing operational efficiency and reducing loan losses.

This position oversees a team responsible for daily collections dialing and reporting activities. Additionally, the Collections Strategy Manager acts as a secondary point of contact for CFNA’s first-party nearshore and offshore collection partners.

We are relentlessly focused on empowering you with unique opportunities to make a meaningful impact and help shape your career.

Responsibilities

In this role, your primary responsibilities include:

Essential Responsibilities:

+ Serve as the primary contact for CFNA’s delinquency outreach strategies.

+ Expand CFNA’s existing digital footprint in the areas of email, chat and SMS for our delinquency customers.

+ Map the full delinquency journey and highlight the key touchpoints across the different communication mediums.

+ Direct daily oversight of teammates responsible for the collections dialing platform, which includes the design, build, and maintenance of campaigns, calling lists, filters, reports and list strategies.

+ Communicate contact center performance metrics to key stakeholders, explaining trends and data, while advocating for action plans to improve performance.

+ Build strong partnerships with both internal and external teammates to ensure systems, tools, and reporting are effectively supporting the recovery objectives.

+ Promote strategic insight, drive results and recommend changes around process improvements.

+ Develop, test, and implement daily business reporting for the collection space.

+ Assist with various first party vendor relationships to ensure service excellence.

+ Ensure Federal and State Compliance Requirements

+ Provide leadership, guidance and day-to-day support for direct reports including the establishing of measurable goals and objectives

+ Conduct ad hoc analyses as needed, formulating data-driven conclusions and presenting recommendations to senior leadership

Qualifications

Required:

+ Minimum of six (6) years of demonstrated contact center leadership experience

+ Strong analytical skills with the ability to transform data into actionable information

+ Solid understanding of call center technology and digital outreach, including telephony systems and collections software.

+ Knowledge of industry regulation and compliance standards related to technology and digital collections space.

+ Ability to instill a teamwork culture through collaboration, communication, and performance management.

+ Possess verbal and written communication skills with the ability to interact professionally with a diverse group including executives, managers, supervisors, subject matter experts, vendors and application users

+ Excellent time management and prioritization skills – with the ability to balance multiple tasks simultaneously

+ Ability to provide leadership, direction and support for a seven (7) day a week operation

+ Capability to work on site Monday - Friday

+ Proficient in the Microsoft Office Suite Applications such as Word, Excel, Power Point, and Outlook

Preferred:

+ Bachelor’s degree from an accredited four (4) year college or university

+ Experience with contact center platform Nice/LiveVox

+ Knowledge of a dedicated collections software suite

+ Project Management experience

Minimum Qualifications

Typically requires a minimum of 6 years of related experience with a bachelor’s degree; or 4 years and a master’s degree; or a PhD with 3 years of experience; or equivalent work experience.

We are building a team as diverse as the world we serve. We believe in championing all perspectives, individuals, and teams. If you find this opportunity compelling, we encourage to apply.

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What we offer

At Bridgestone, what really matters is to foster co-creation opportunities and empowering you to be creative and curious to make mobility safer, more efficient, and more sustainable for future generations. Whatever role you fill, when you represent Bridgestone, you are a valued teammate, and part of our larger mission to “Serve Society with Superior Quality”, for that, we offer you more than just a competitive compensation; we will provide you:

+ A supportive and engaging onboarding experience to ensure a smooth transition into our team.

+ The opportunity to develop and grow, through training and regular mentorship.

+ Corporate Social Responsibility activities.

+ A truly global, dynamic and challenging work environment.

+ Agility and work/life effectiveness and your long-term well-being.

+ A diverse and inclusive team.

_Bridgestone is proud to be an Equal Employment Opportunity employer. It is our policy to consider for employment all individuals regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, gender, sex, sexual orientation, gender identity and/or expression, genetic information, veteran status, or any other characteristic protected by federal, state or local law._

Employment Eligibility

If hired, a Form I-9 Employment Eligibility Verification must be completed at the start of employment. Temporary work authorization or the need for sponsorship may disqualify you from employment.