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Role Description

The Creditor Escalation Conference Manager will work with the Director of Negotiations to ensure that Negotiators and Escalations Negotiators meet and exceed business expectations, and always prioritize the NDR mission. You will achieve optimal results by:

• Communicating job expectations
• Tracking and appraising positive job results
• Providing coaching
• Disciplining staff when appropriate
• Enforcing existing policies and procedures

The employee would lead by example and foster a customer service-centered environment that allows negotiators to build and maintain solid relationships with creditors.

Qualifications

• A completed BS degree in a related discipline preferred
• 6 years’ experience in customer service, financial product/service required, including 3 years’ people management in call center operations; Or for internal candidates in the Negotiations Support Manager role for the past 6 consecutive months
• No PIPs or COEs in the last 6 months for internal candidates
• Proven track record of assisting others and meeting goals
• Capable of utilizing metrics to assist the Director in proactive problem solving

Requirements

• Highly proficient and effective communication skills
• Able to manage high-stress and emotional client situations with a positive and solution-oriented mindset
• Results-, detail-, and process-oriented with a proactive approach towards driving success
• Strong leadership, analytic and documentation capabilities, and project management skills required
• Demonstrated experience in developing team members, and effectively leading them to identify, assess, and resolve issues in a timely manner
• Excellent presentation, written and oral communication skills
• Strong attention to detail, organizational and multi-tasking skills
• Computer competency and ability to work with a computer
• Prioritize multiple tasks and projects simultaneously
• Exceptional written and verbal communication skills
• Punctuality expected, ready to report to work on a consistent basis
• Attain and maintain high performance expectations on a monthly basis
• Work in a fast-paced, high-volume setting
• Use and navigate multiple computer systems with exceptional multi-tasking skills
• Remain calm and professional during difficult discussions
• Take constructive feedback
• Available for full-time position, overtime eligible if classified non-exempt

Benefits

• Generous Medical, Dental, and Vision Benefits
• 401(k) with Company Match
• Paid Holidays, Volunteer Time Off, Sick Days, and Vacation
• 12 weeks Paid Parental Leave
• Pre-tax Transit Benefits
• No-Cost Life Insurance Benefits
• Voluntary Benefits Options
• ASPCA Pet Health Insurance Discount
• Access to your earned wages at any time before payday