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ASSISTANT MANAGER, COLLECTIONS (TEMPORARY REMOTE)

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Posted a month ago United States Salary undisclosed
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Job Description

Please note that this position is temporarily remote until further notice. We are ideally looking for someone currently located in the Los Angeles area, or someone willing to relocate. We expect this position to return to our Commerce office in a hybrid capacity.

The Organization

Small businesses uplift communities and anchor local economies, while creating opportunities for themselves, their families, their employees, and our neighborhoods. Yet entrepreneurs who are people of color, women, and immigrants often struggle to secure capital and resources, as they are systematically shut out from traditional financing.

Accion Opportunity Fund is an unparalleled financial support system that provides these small business owners with access to capital, networks, and coaching. We work to build inclusive and accessible options for these determined business owners. For over 25 years we have served a client base that is nearly 90% women, people of color, or immigrants.

In addition to providing resources and loans to small businesses, we also conduct original research, advocate for policy changes, and finance community construction projects in low-income neighborhoods through our New Markets Tax Credit program.

Together, we are building a diverse, vibrant community where opportunity, knowledge, and access to capital are within reach.

For more information about us, visit

The Role

Reporting to the Director, Collections, Accion Opportunity Fund is seeking an Assistant Manager, Collections to join our team of Collection experts. The Assistant Manager, Collections will manage Collectors, and will be responsible for creating an environment that is committed to the highest level of professional service. This position will assist the Director, Collections in driving collections servicing requirements, issue management, capacity thresholds and will collaborate with Risk Management to develop and oversee processes to achieve portfolio loss and expense objectives. The incumbent must have a solid understanding of FDCPA, state and federal laws and be committed to continuous operational improvement.

Key Responsibilities/ Accountabilities

Oversee team members in the Collections operation by ensuring past due and collection metrics are achieved for their assigned Collectors and assist in achieving the portfolio metrics.
Monitor and motivate Collectors to achieve individual, department and organizational goals while ensuring customer satisfaction, coaching/developing and improving delinquency rates.
Assist the Director, Collections in policy formulation, risk control and developing short and long-term performance of Collections Operations.
The ability to succeed in a cross-matrixed organization that relies on building support in other groups.
Capacity to adapt to shifting goals and activities while managing multiple activities in parallel.
Monitor Collectors to ensure they are being efficient and effective with their time and drive key performance indicators.
Handle escalated client calls and collection issues; make decisions on complex matters.
Resolve accelerated complaints, and answer client questions regarding services and procedures with a sense of urgency and high level of professionalism at all times.
Use available data to help drive some the day-to-day tactical operations of the team to increase efficiency.
Provide proper guidance and feedback to Collectors after the call as a coaching opportunity.
Communicate professionally with clients to ensure high quality communication and efficiency (focusing on escalated cases) over the phone and via email.
Appropriately address human resource issues such as attendance and interpersonal conflicts.
Other duties as assigned.

Competencies
Customer focus
Ensures accountabilities
Courage
2-3 years of progressive experience in a multi-site collection agency or call center.
Minimum one (1) year as a people leader/supervisor.
Knowledge of standard billing, collections and customer service best practices and procedures to ensure compliance with all federal and state laws, contractual requirements and policies.
Ability to build a circle of trust with internal and external stakeholders, with demonstrated relationship management and interpersonal skills.
Demonstrated ability to drive teams that span regions, businesses and functions toward a common purpose through outstanding communication and influencing skills.
Able to learn new systems and technology.
Demonstrated proficiency in Microsoft Office (Word, Excel and PowerPoint).
A self-starter with curiosity.
Attention to detail.
Solid organizational skills; task prioritization and effective time management.
Competitive salary commensurate with experience.
An environment that values work-life balance.
100% company-funded Medical, Dental, Vision, Life & Disability coverage for employees (Based upon your plan selection). 90% company-funded dependent coverage (Based upon your plan selection).
Voluntary benefits with payroll deduction for Supplemental Life & AD&D insurance, Auto/Renters/Homeowners insurance, Pet Insurance and Legal plans.
Tax deferred & Roth 403(b) Retirement Plan with employer match. Employer match increases with tenure.
Paid vacation days (increased with tenure), 12 paid holidays, and 10 Sick days, and family leave days per year.
This is a fully remote (work from home) position.

The Person

Highly qualified candidates will share Opportunity Fund's commitment to its mission and will embody the organization's core values bringing a broad range of skills and experience including, but not limited to:

Perks & Benefits

Our mission is what motivates us to come to work each day. We know that happy employees are productive employees, which is why we offer a comprehensive benefits package that includes:

Diverse candidates are encouraged to apply, especially BIPOC.

Accion Opportunity Fund is an Equal Opportunity Employer. aofund.org