Manager, Collections Resume Sample
Demond Barrows
47679 Freeda Spurs,
Detroit,
MI
+1 (555) 903 4814
Work Experience
Manager, Collections
02/2018
-
PRESENT
Chicago, IL
- Plan and develop strategies, initiatives and contingency plans to improve processes and to maximize the banks profitability through ongoing monitoring and analysis of the unit’s portfolios
- Strong knowledge in designing and monitoring Loss Mitigation Tools strategies
- Ensure that all client queries are dealt with and finalized in accordance with the company’s standard operating procedures
- Ensure that DOA’s, offsetting, credit notes, transfers etc. are in accordance with the company’s standard operating procedures
- Excellence Orientation: Strives to be the best that one can be and maximizes one's own potential in helping others succeed; exhibits resilience, persistence and tenacity; is proactive, efficient, organized and diligent; performs well in an ever-changing work environment
- Experience in Collection Management or equivalent experience
- Advanced PC skills with proficiency in MS Excel and PowerPoint
- Demonstrate ability to communicate and to collaborate across functions
- Strong interpersonal skills - persuasive, encouraging, and motivating
Manager Collections
11/2010
-
10/2017
Detroit, MI
- Self-motivated, confident, and able to work effectively with little direction; takes initiative, makes things happen, accepts accountability and has a "can do" attitude
- Work as a team player and team leader in cross-functional teams sharing ideas, knowledge and best practices
- Enjoy working in a fast paced environment with people from different cultures
- Develop and implement strategies, initiatives and dashboards to drive systems adoption, awareness and overall usage
- Produce and maintain systems development documentation including functional requirements, technical requirements, test plans, conversion and deployment plans and operational control plan
- Lead efforts to identify and implement improvements in process and technology by advocating for operational business needs, submitting project requests with favorable ROI’s and representing Collections in the successful completion of such projects
- Partner with the Legal and Compliance to ensure strict adherence to, not only Volkswagen Credit’s General Procedures, but also federal, state and local laws and regulations, including, but not limited to, FDCPA and CFPB
- Lead the planning, development and execution of Levi’s® Collections Marketing programs within the US, across media, social and sales channels
Senior Manager / Collections / Hunt Valley
02/2006
-
10/2010
Philadelphia, PA
- Develop and execute US Collections engagement programs that drive brand and product relevance to existing and potentially new Levi’s® consumers
- Align with and work cross-functionally with Levi’s® Brand Media, Consumer, PR, Haus, Retail & Wholesale, and Social in the development and execution of US marketing plans
- Partner with Levi’s® Haus to strategically place key styles on targeted influencers and share successes with regional and global partners
- Monitor competitors’ marketing programs efforts and deliver seasonal reports to regional and global partners
- Advocate Collections in both US Retail & eCommerce for maximum alignment and ensure collections are driving revenue for the Levi’s brand
- Build positive, trusting relationships with customers, business unit management groups and sales organizations to resolve disputes surrounding management of customer’s accounts receivables balances due. Build credibility and establish rapport with all internal and external customers
- Establishes protocols and standards for the account resolution for Financial Service Representatives. Includes quantity, quality, account prioritization, account documentation requirements, and overall account process requirements
- Oversees Department Manager performance; coordinates and prioritizes assigned activities to achieve maximum productivity and assumes responsibility for professional growth and development
- Responsible for improving the timeliness between the deposits and posting date of every payment. Implements reports and balance techniques for reconciliation between bank’s deposit and batch totals, batch totals and posting totals, posting total and system totals
Education
Southern New Hampshire University - Nashua Campus
2000 - 2005
Bachelor's Degree in Finance
Professional Skills
- Proven track record in developing employees, teams, strong leadership skills and excellent overall team performance
- Conflict resolution skills; listening, influential - negotiation skills
- Experience working in a collections environment within a managerial role, effectively managing a group of 10 or more
- Certification and training towards best in class skill development and specialization
- Assist with establishing targets for key metrics and effectively motivate the team to meet or exceed these targets
- Communicate effectively results, objectives and issues regarding Collection
- Understanding of the process regarding Bankruptcy Law
How to write Manager, Collections Resume
Manager, Collections role is responsible for leadership, telecom, training, retail, finance, credit, integration, payroll, reporting, research.
To write great resume for manager, collections job, your resume must include:
- Your contact information
- Work experience
- Education
- Skill listing
Contact Information For Manager, Collections Resume
The section contact information is important in your manager, collections resume. The recruiter has to be able to contact you ASAP if they like to offer you the job. This is why you need to provide your:
- First and last name
- Telephone number
Work Experience in Your Manager, Collections Resume
The section work experience is an essential part of your manager, collections resume. It’s the one thing the recruiter really cares about and pays the most attention to.
This section, however, is not just a list of your previous manager, collections responsibilities. It's meant to present you as a wholesome candidate by showcasing your relevant accomplishments and should be tailored specifically to the particular manager, collections position you're applying to.
The work experience section should be the detailed summary of your latest 3 or 4 positions.
Representative Manager, Collections resume experience can include:
- Drive improvement in overdue invoice and chargeback figures paying particular attention to over 90 day debt. Demonstrate an improving situation year on year
- Maintain a good relationship with Intrum Collectors using regular update telephone calls and visits
- Maintain a good relationship with the teams in the local markets and gain an understanding of the customers in those markets
- Motivating staff and maintaining morale of the teams is imperative in this leadership opportunity
- Conduct monthly staff meetings, providing area overview, team motivation and ongoing training
- Basic quantitative data including outstanding receivables, overdues (collectable vs. disputed), disputes, write-offs, cash and collection forecasting
Education on a Manager, Collections Resume
Make sure to make education a priority on your manager, collections resume. If you’ve been working for a few years and have a few solid positions to show, put your education after your manager, collections experience. For example, if you have a Ph.D in Neuroscience and a Master's in the same sphere, just list your Ph.D. Besides the doctorate, Master’s degrees go next, followed by Bachelor’s and finally, Associate’s degree.
Additional details to include:
- School you graduated from
- Major/ minor
- Year of graduation
- Location of school
These are the four additional pieces of information you should mention when listing your education on your resume.
Professional Skills in Manager, Collections Resume
When listing skills on your manager, collections resume, remember always to be honest about your level of ability. Include the Skills section after experience.
Present the most important skills in your resume, there's a list of typical manager, collections skills:
- Demonstrated strong analytical, problem solving and decision making skills; ability to analyze Key Performing Indicators
- Demonstrated leadership skills in working across geographies, with experience leading people
- Strong and effective interpersonal and communication skills, both verbal and written
- Work effectively contributing to and leading a team
- Act on customer service issues to prevent, de-escalate and resolve complaints timely and effectively
- Skilled in Collections, Customer Service, including analyzing customer needs through soliciting, evaluating and acting upon customer feedback
List of Typical Experience For a Manager, Collections Resume
1
Experience For Manager Collections Resume
- Review and analyze aging reports to prioritize and direct collection activity
- Experience in Credit and Collections management, preferably in a corporate setting
- Working/Liaising with Global Financial Service Model/Centralized Model on C&C process improvement
- Monitor and review client agings with all collectors, tracking call history reports, identifying problem accounts and determining resolution
- Responsible for leading and managing a staff of 35+ individuals across teams in Duluth, GA and Manila, Philippines
- Leads the management and administration of WestRock’s Collections software tool, Cforia, including system upgrades, implementation, troubleshooting, etc
- Leads reporting efforts and analytics related to Collections performance monitoring that are distributed to senior leadership monthly
- Maintain a thorough understanding of the entire Loss Mitigation function
2
Experience For Assistant Manager, Collections Resume
- Assist in formulation of and managing within department budget
- Leads resource planning activities and cross-functional projects that impact the Collections function
- Prepares and administers applicable budgets and ensures all spending is within budgetary guidelines for functional area
- Build a team relationship using telephone and video conferences, visits and annual meetings
- Ensure that Intrum provides the quality of service that Hasbro SA/HET requires by monitoring results and customer feedback
- Capability to work independently taking the right decisions/directions
- Accepts new challenges with a positive mindset, building knowledge base quickly so that strategy for improvement can be implemented
3
Experience For Senior Manager / Collections / Hunt Valley Resume
- Responsible for preparing monthly work schedules for employees to ensure adequate coverage for peek operation time
- Responsible for all reporting and regulatory requirements that are established by the Department of Education are followed
- Perform analyses and provide data to management to better understand the collection trends, the cause for outstanding AR and collection agency performance
- Follow the established collections process for current and former students to inform students of upcoming and past due payments scheduled
- Serve as a primary resource to the Sales organization in working with clients on collection and recovery issues
- Prepare corporate reports on aging analysis
4
Experience For Portfolio Manager, Collections Resume
- Complete the reporting package for Collections
- Ensure monthly reporting is completed in accordance with IFRS requirement
- Conduct account research including analysis of write-off, cash application, and unidentified payments. Investigate account disputes
- Perform with a sense of urgency in review of accounts on credit hold requiring time-sensitive decisions
- · Strategic thinking
5
Experience For Senior Manager, Collections Resume
- Review and take action on high dollar accounts as directed
- Assure productivity of each staff member
- Review each staff member’s productivity and QA on a monthly basis and perform annual evaluations
- Counsel staff with disciplinary, productivity and/or QA issues
- Work as a liaison between the Collections staff and other SSC staff
- Resolve issues escalated by patients, Collections staff and other departments
- Manage, train and oversee the collections team
- Work with Market Managers and TSRs to aid in resolution of dealer issues and reduce collections activity
6
Experience For Senior Manager, Collections Policy Resume
- Monitor high risk dealers and request collateral based on bounce activity
- Maintain the collateral account
- Monitor daily returns and payments
- Process monthly Six Month Bad Debt Write Off
- Process the daily Re-Debit/Refund sheet
- Process Bi-Weekly payroll for Non-exempt employees
- Monitor and approve requests for PTO
- Reconcile daily unknown payments and fee waivers and post in GP
7
Experience For Senior Manager Collections & Recoveries Strategies Resume
- Issue collections reports and statistics to management
- Work with Operations to aid in measures taken to maintain risk management
- Monitor activity with the collection agency and maintain the Collections account
- Research and maintain records of returned commissions and SPIFFS
- Understand and work with Risk Management on various components of that position
- Member of the Business Resilience Team for Hurricane recovery purposes
8
Experience For Markeing Manager, Collections Resume
- Support team with conflict resolution for Accounts Receivable
- Monitor DSO and AR balance
- Recommend to Senior Management acceptable payment agreements with major accounts to return them to a current status
- Liaison with external collection agencies
- Provide leadership and manage operational direction for union staff
- “Change agent” with vision and execution expertise who can challenge the status quo
- Manage, supervise and accountable for the daily / weekly / monthly activities of multiple Supervisors, each of whom manage a team of 12-15 Medical Collections Representatives
9
Experience For Manager, Collections Projects Resume
- Maintain excellent relationships customers, internal finance leadership, and cross-functional business partners
- Performs remaining enabling collection activities (eg credit notes with open items)
- Meets or exceeds targeted cash collections, delinquency, and other quantitative targets
- Establishes, implements, and maintains an effective delinquency control and follow up program for all customer accounts that are late, delinquent, potentially delinquent, or written off
- Executes the collection process for defined customers (e.g. strategic customers)
- Follows up on relevant queries/escalations in close cooperation with the business
- Provides leadership, direction, and development to department staff
- Responsible for compliance of ICS checks (internal control standards)and SoX
- Realization of targets of leading KPI’s, e.g. meeting harmonization objectives, meeting annual budget targets (to include but not limited to DSO, overdues, disputes/queries, write-offs)
10
Experience For Senior Manager Collections Resume
- Actively monitors and manages collection activities of team to ensure targets are met or exceeded
- Manages Loss Mitigation Supervisors and their respective teams of Representatives
- Ability engage the workforce
- Engage the workforce
- Familiar with company policies - procedures
- Manages performance objectives of Collections and drives for results
- Integration leader of Collections activities of newly acquired companies
List of Typical Skills For a Manager, Collections Resume
1
Skills For Manager Collections Resume
- Working with other departments in International Banking (e.g. IOSS, products and Systems) on joint programs impacting International Retail Collection practices, policies and procedures
- Demonstrated supervisory/management experience with increasing levels of complexity
- Proven ability to provide flawless execution, while adhering to strict deadlines
- Ensure effective change management process in collection strategies, documenting changes through PCTMS/Credit Proposal forms
- Working with other departments on joint programs impacting Retail Collection practices, policies and procedures
2
Skills For Assistant Manager, Collections Resume
- Understanding of applicable laws and regulations and the need to be compliant with internal and external guidelines and rules
- Working knowledge and use of office productivity tools (MS Office)
- Working within a centralized/offshore model an asset
- Provide management and oversight for functional area, focusing on minimizing losses and increasing recoveries to the organization
- Analyze and report regularly on the performance of existing collection strategies deployed in Canadian Banking
- Review and monitor collection reporting (e.g. EDW Trended Aging Report)
- Assist with budgeting process
- Able to hire, train, mentor, discipline and fire staff according to department policies
- Proficiency with Microsoft Office Suite including Excel and Powerpoint
3
Skills For Senior Manager / Collections / Hunt Valley Resume
- Work in large accounting team with emphasis on career path and talent development
- Provide guidance to other accounting talent
- Participates in decisions surrounding proposed internal policies and procedures
- To manage the collection of debt on the European AR ledger covering around 30 business areas
- Identify staffing needs and communicate those needs to the Collections Director
4
Skills For Portfolio Manager, Collections Resume
- Arrange for the training of new employees
- Monitor pool inventories to ensure accounts are being worked and resolved timely
- Work with the Accounting department to resolve questions
- Maintain and reissue memberships to various off site learning seminar companies
- Manage collection portfolio’s and aging buckets
- Present and communicate effectivity with different levels and management
- Execute department goals and objectives by delegating responsibilities, providing guidance and feedback, monitoring performance and ensuring quality customer service
- Analyze pertinent reports and function-specific data/metrics to ensure production standard are achieved
5
Skills For Senior Manager, Collections Resume
- Identify and implement process improvements/KPIs, policies and procedures in order to improve efficiency and manage risk
- Keep upper management apprised of relevant trend, risks, customer issues, etc
- Solve customer escalation issues
- Develop and implement Back End Loss Mitigation Tools (LMT’s), collection strategies, policies, procedures and systems for Canadian Retail Lending, with a goal of using empirical science based decision models to maximize collection recovery while minimizing collection costs
- Make recommendations on improvement of existing Loss Mitigation Tools, collection strategies, procedures and policies to maximize dollars recovered while best serving our customers
- Provide assistance on all collection and strategy related matters, promoting best practices and knowledge sharing across all sites
- Ensures collections staff recognizes opportunities to generate loan applications and collection loans to secure overdue balance
- Approves rate reduction, settlements, and special payment arrangements consistent with company profitability objectives and policies
- Ensures the attainment of collection goals for delinquent accounts in accordance with company policies and procedures. Ensures quality collection work through monitoring and file review
6
Skills For Senior Manager, Collections Policy Resume
- Manages a team of collectors through the use of MIS information, collection, and telephone monitoring systems
- Works closely with MIS department to ensure accurate reporting
- Identifies and recommends methods to improve operating efficiency, collection strategy and expense control through better work flows, management information systems, and automation enhancements
- Reviews and approves accounts recommended for charge-off per company policy. Provides reports and makes recommendations to Department Manager Collections as required
- Act as the interface with key partners for processing services for information, data, escalations for areas within their specialty – primarily product groups, Risk, RBPTO
- Drive consistency and controls on business processes, controls and oversight
7
Skills For Senior Manager Collections & Recoveries Strategies Resume
- Resolve very complex collections related issues including managing the patients’ expectations in escalated cases. Manage concerns that are forwarded from the entity Executive Offices. Exercise proper judgment on when to escalate a case and involve higher management
- Proficient bilingualism skills (French/English)
- Supervisory experience with a team of 10 or more in related medical or call center field
- Work with minimal supervision on a day to day basis determining how to allocate time and resources to meet the needs of the unit
- Work is focused on the accounts in Epic and other support systems (document imaging, eligibility verification systems (NEHEN, payer web sites) and MedeAnalytics
- Prepare weekly and monthly reports as required to update the director with regard to key unit metrics, performance and unit trends
- Maintain HIPAA Privacy standards in a unit with very high levels of public contact
- Manage special projects as directed
- Provide leadership, strategic direction and day to day management for front line team leaders and associates servicing our card members in a Credit and Collections and support staff environment
8
Skills For Markeing Manager, Collections Resume
- Drive results for the business in all key areas (Shareholder, Customer and Employee)
- Serve as a liaison for the following areas; Risk Management, Customer Management, Card Member Services and Operations Support for credit and collections related strategies
- Additional responsibilities include but are not limited to administering; Employee Satisfaction, Performance Management Process, Employee Development, Performance Metrics, Variable Compensation, Quality, Control and Compliance as well as Credit Operations Support Functions
- Develop and maintain plans that address collection issues
- Comprehensive knowledge of Consumer Collections post charge off recovery and relevant function areas, including regulatory and consumer guidelines and requirements
- Experience with Microsoft Word (create correspondence and work within templates), Excel (data entry, sort / filter, and work within tables), Outlook (email and calendar management), and PowerPoint (create slides and present data)
- Effective oral/written communication skills with all levels of management
- Proven ability to build high level relationships with Business Partners and Executives as well as the demonstrated ability to lead, to develop and influence others
9
Skills For Manager, Collections Projects Resume
- Strong understanding of the financial services or related industry
- Demonstrated track record of integrity, innovation and excellence
- Experience in Collection related function and Customer account reconciliation
- Experience in system upgrade
- Able to meet deadlines and prioritize work for self and others
- Motivate, coach, drive results and develop front line and support professionals and team leaders
10
Skills For Senior Manager Collections Resume
- Progressive, broad experience in a multinational corporate setting with demonstrated functional responsibility of Collections organization. Software/technology industry experience is highly desirable
- Advanced analytical and functional aptitude in the areas of financial analysis, risk assessment and Macroeconomic indicators. Expert PC and spreadsheet skills required
- 5 + yrs of customer service and accounts receivable experience
- Supervisory experience are required
- Expert knowledge of consumer collections policies, procedures and bank’s lending products
- Job requires some varied and nonstandard business hours required at quarterly peak intervals to support primary corporate business objectives
List of Typical Responsibilities For a Manager, Collections Resume
1
Responsibilities For Manager Collections Resume
- Very good communication skills with all levels of Hasbro management
- Understand the credit characteristics and the collection priorities for each product at CPU
- Create and maintain account assignments for ownership of effective research and resolution
- Recommend, develop and implement new processes to continually improve the effectiveness and efficiency of the department
- Serve as a primary internal resource to Aspen staff for inquiries regarding credit issues or collection matters
2
Responsibilities For Assistant Manager, Collections Resume
- Leads or co-leads strategic projects of the organization
- Liaison with peers in Treasury, Credit, Customer Master Data, Cash Applications functions, and more
- Other tasks and responsibilities in relation to Collections
- Work with Director of Credit & Collections to determine the strategy of the Collections team in line with Hasbro SA approved policies , participate in the decisions regarding internal or external resources for new markets
- Manage internal Collector performance
- Set targets and objectives to drive achievement of Hasbro SA and HET business goals
- Monitor and measure the performance of the Collectors and give feedback on jobs well done and areas for improvement. Identify areas for development and provide training/coaching or suggest other actions that can be taken
- Manage external Collector performance
- Facilitate the liaison between the Intrum Collectors and other Hasbro departments to resolve issues
3
Responsibilities For Senior Manager / Collections / Hunt Valley Resume
- Monitor the performance of the Intrum Collectors and give feedback to Intrum management about jobs well done and areas for improvement
- Management of external resource (Intrum)
- Work with Intrum management on ad-hoc projects
- Understand the business of each market and provide support to local teams
- Organise regular conference calls for any problem markets
- Bring any major issues to the attention of the appropriate business and service heads (country managers/Sales Directors/Finance controllers/KAM….) not only to resolve the immediate issue but also to recommend implement corrective actions to avoid the issue recurring in future business
- In cases of persistent overdue debt, work with the local teams to find a solution that not only resolves the overdue situation but allows sales targets to be met (providing the customer meets the credit criteria)
- Work closely with the AR and Claims teams to ensure that any decision or new business processes that they implement after approval by Hasbro SA does not impact the ability of the Collections team to do their jobs
4
Responsibilities For Portfolio Manager, Collections Resume
- Create for recommendation and implement and monitor approved business processes relating to Collections. Identify any areas that are not effective and offer solutions working with any other departments that are impacted
- Produce the European Ageing Report monthly and send to financial management in Hasbro SA, and its European service entities and distributors and US corporate. Provide detailed answers to any questions raised by management and also participate in monthly ageing reviews regarding problem markets
- Provide support for bad debt provision estimate
- Maintain up to date knowledge of Collections modules in SAP and participate in new developments, testing of new programmes and training of Credit & Collections staff. Maintain the FSCM module
- Carry out the SOX testing for Collections to the deadlines set
- Ensure business procedures are followed by Collectors
- Flexible and adaptable to the needs of business with the ability to lead
5
Responsibilities For Senior Manager, Collections Resume
- Hire, train and supervise Collection Specialists
- Is the subject matter expert and decision maker when questions arise
- Responsible for making sound judgement decisions regarding the department operations. Guide, support and develop team in an effort to continuously improve processes and the department
- Ensure that the functions and responsibilities of the Collections Specialists are performed and reviewed for accuracy
- Establish goals for the department and employees and ensure they are achieved. If not achieved, prepare corrective actions to improve
6
Responsibilities For Senior Manager, Collections Policy Resume
- Monitor employee performance and perform analyses to optimize metric achievement and efficiency
- Track and achieve weekly and quarterly metrics for student payment plan collections, phone and e-mail productivity and bad debt expense
- Train, supervise and develop a team and work independently
- Manage global collections activities to maximize cash flow, reduce DSO and improve aged portfolio of receivables
- Oversee dispute resolution procedures, establish validity of client claims, resolve genuine disputes, and direct appropriate actions taken internally/externally to secure collection of legitimate debts
- Develop and enhance processes to forecast cash receipts on a quarterly basis, tracking DSO projections vs. revenue plans, establishing collections targets and manage staff to achieve cash goals
7
Responsibilities For Senior Manager Collections & Recoveries Strategies Resume
- Manage receivables portfolio activity including any reporting and analysis for key performance indicators
- Develop and enhance policies and procedures around collection processes in coordination with how they affect the extension of credit to Aspen clients
- Conduct quarterly bad debt review per policy; recommend changes to reserves and recommend transactions for write-off
- Determine actions to be take in cases of client bankruptcy or liquidation (in conjunction with Aspen’s Legal Dept., where necessary), serve as Aspen's representative as required in bankruptcy situations to protect Aspen's assets
- Represent Aspen with outside auditors and advisors on normal audit and Sarbanes-Oxley related matters
- Supervise staff of professionals
- Monitor cash applications and related activity for timeliness and accuracy
- Provides coaching and management to onsite OBU Team to drive results. Provides customer satisfaction through effective coaching and resolution of customer inquiries and billing disputes. Approves escalations and payment arrangements. Appropriately disburses adjustments and account credits in accordance with T-Mobile policy
8
Responsibilities For Markeing Manager, Collections Resume
- Builds trusted, reciprocal relationships with all levels of leadership and support teams. Facilitates effective and supportive team relationships. Resolves operational and interdepartmental problems quickly
- Communicates business strategies and results to team, empowering them to resolve customer issues. Provides timely feedback to the management team on customer trends, issues, and needs
- Manages projects for the OBU team, ensuring coordination with other teams, timely completion, and prioritization
- Ensures quality and volume KPIs are maintained, team training and department documentation are adequate and current
- Review and recommend policies, procedures and programs that govern and monitor collection activities within CPU including key performance indicators
- Create, maintain and update Collection policies and procedure manuals
9
Responsibilities For Manager, Collections Projects Resume
- Act as liaison between Collections and various operational groups within CPU
- Evaluate the need for and coordinate with outside collection agencies if necessary
- Act as a liaison between the collection agents and the business unit
- Maintain “Epicor” collection system (build systematic follow-up strategies)
- Ensure compliance to establish procedures and authorization requirements
- Perform DSO analysis in accordance with Global Standards
10
Responsibilities For Senior Manager Collections Resume
- Ensure monthly Statement are issued in accordance with each product requirements
- Development and support of potential Collection initiatives (Ex. Credit Card – Interest charges - Lockbox
- CCP Certification an asset
- Assist in the recruitment and selection of new hires. Demonstrate ability to develop, lead and mentor team of collection specialists to work successfully within a goal-driven, team environment
- Benchmark current internal processes against best in class and lead team to improve performance across all established targets and goals
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