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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 Manager to join our team!

This position is responsible for oversight of our Collections Supervisors, Dialer Administrators, and Reporting Analyst, working together to improve delinquency rate performance on our pre-charge portfolio. This position requires continual evaluation of tactical choices and organizational work efforts to ensure key performance indicators (KPI’s) are achieved. In addition to driving technology applications and staff performance, the position requires close monitoring of continuously evolving federal, state, and local regulations to ensure compliance. Additionally, this role will also support CFNA’s first-party nearshore and offshore collection partners, as necessary.

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:

+ Create and execute on collection strategies aimed at lowering delinquency metrics and improved loan loss rates.

+ Direct daily oversight of dialer teammates responsible for outbound dialing, 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.

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

+ Monitor and manage teammate performance to ensure adherence with performance goals and expectations while maintaining compliance with company and departmental policies and procedures.

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

+ Provide individual coaching and counseling, as needed.

+ 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 individual coaching and counseling, as needed.

+ Ensure documentation of procedures and functions are updated for departmental reference guides.

+ Promote a culture that supports change, innovation, and continuous improvement.

Required:

+ Minimum of six (6) years of demonstrated contact center leadership experience in a management or supervisory role.

+ 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.

+ 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.

+ Strong knowledge and use of Microsoft Suite Products.

+ Knowledge of federal regulations relating to credit and collections (i.e. CFPB, FCRA, FDCPA).

**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.

\#LI-LO1

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.