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Collections Manager Resume Samples
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Candidate Info
years in workforce
year at this job
Business Institute
Collections Manager
Manage daily operations of collections and customer service call center for $1.1B sub-prime auto finance company.
- Partnered with MIS in developing department KPI's, resulting in $1M increase in cash
- Improved QA scores by 30% through team/agent coaching and calibration sessions.
- Collaborated with Human Resources in creating career path opportunities for associates.
- Designed and implemented workflow processes to improve department efficiencies.
- Performed on site due diligence on prospective portfolios for purchase.
Candidate Info
years in workforce
years at this job
Marketing Management
Collections Manager
Spearheaded the activities of a team of 6-10 specialists engaged in the collection of overdue payments for hospitals, medical practices and commercial accounts. Collectors averaged 150 calls per day.
- Organized collection work load according to degree and amount of delinquency and assigned accounts to staff for collection; assisted subordinates with collection activities in difficult cases.
- Achieved monthly and quarterly corporate goals while maintaining a personal portfolio of accounts.
- Achieved an average recovery rate of 20%, when the national average is 14%.
- Performed quarterly onsite reviews with clients to discuss age of accounts, rate of recovery, amount of placements and all high balance recoveries.
- Trained staff in FDCPA and FRA laws as well as FACS collection software.
- Regularly filed insurance claims for hospitals and physicians.
Candidate Info
years in workforce
years at this job
Marketing
Area Collections Manager
Responsible for providing the daily oversight of the credit and collections process for a subscriber base of 500,000 customers for one of the world's leading communications companies focused on broadband cable, commerce and content.
- Reduced overall delinquency rates by 50% within 18 months through the implementation of additional collections tactics during the collections cycle.
- Established and implemented performance measures and reporting for the overall collections process.
- Successfully established and maintained new vendor and collection agency relationships.
- Successfully implemented an auto-dialing campaign which increased live customer contacts by 40%.
- Formulated weekly, monthly and annual delinquency indicators and subscriber loss forecasts.
Candidate Info
years in workforce
years at this job
Education And Proficiencies
Regional Collections Manager
Directed and led a team of 13 field managers and 10 craft employees. Managed over $13M in delinquent revenue. Monitored call-center representatives to ensure representatives strictly adhered to all policies, processes, and procedural requirements. Fielded and resolved escalated customer issues, always ensuring the highest level of customer service and support. Oversaw employee schedules and daily workflow assignments. Collaborated in creating and administering the budget for the Awards and Recognition Program. Analyzed financial reports and prepared production results for representatives. Partnered with BAPCO sales to maximize customer retention through the release rate process.
- Spearheaded performance-improvement efforts, resulting in a 34% increase in money collected per representative
- Developed and employed innovative workflow processes that significantly improved collection methods & procedures
- Trained sales force on methods and techniques to avoid client delinquency and increase customer satisfaction
- Travelled throughout three states to support and mentor field teams and lead training and development sessions
- Received quarterly "Top Coach" honors once in 2005 and twice in 2006
- Formally recognized for outstanding efforts in the creation of training materials for the Yellow Page sales force
Candidate Info
years in workforce
years at this job
Associate of Science
Health
Business Management
Collections Manager
Managed the operations of whole blood collections in Southwest, Missouri and Northwest Arkansas, to include administrative, regulatory, quality, personnel, customer service, budget, and facilities management functions.
- Successfully organized and planned the University of Arkansas blood drive which collected over 2,000 units for the Greater Ozarks Arkansas Region in 2012 and 2013.
- Managed FDA inspection in December 2013 with zero observations.
- Achieved or Exceeded overall goals for all performance evaluations from 2011-2013.
- Received the "Clara Award" for outstanding performance and exceptional commitment to the American Red Cross.
- Served on organization committees including: Change Ambassador for rollout of BioArch 1.0 and 2.0, Core Team member, Divisional Customer Service Team member, and member of the Safety Committee for the region.
- Improved staff performance by more than 50% in quality, customer service and productivity.
Candidate Info
years in workforce
months at this job
English
Senior Collections Manager, U.s
Maintained monthly collection rates of 65% on U.S. based payday loans, overseeing approximately $1,000,000 in monthly collections.
- Oversaw daily collection efforts for U.S. based payday loans, including 4 supervisors, 2 coaches and up to 50 collectors.
- Created scripting updates; dialer campaigns and collection strategies
- Initiated and performed disciplinary action including terminations and commendations based on performance.
- Implemented call monitoring and kpi parameters.
- Performed daily coachings, teamed with Quality Assurance and Training Manager to create and administer Collector calibrations.
Candidate Info
years in workforce
years at this job
Communications
Collections Manager
Consistently ranked first across 41 offices in delinquency and losses, generating $80M in collections.
- Reduced subprime delinquency under 3%
- Scored calls in quality reviews to improve both customer experience and collections.
- Managed collections and repossessions in all stages of delinquency.
- Strictly monitored and adhered to corporate and federal compliance policies.
- Hired, coached and mentored new staff, originated and delivered corrective action plans.
Candidate Info
years in workforce
years at this job
Economics
Collections Manager
Managed a staff of 40 collectors, 2 supervisors, and 3 administrative assistants in the day to day operations of an accounts receivable management firm
- Interviewed, hired, and trained all currently employed collection and administrative staff while maintaining an industry leading 90% retention rate
- Instrumental in increase of revenue generation from $65,000 in contingency fees to over $130,000 per month while increasing gross collections of the commercial portfolio from $200,000 to over $450,000 per month.
- Exceeded expectations of 936 customers with over 2 million accounts
- Established and exceeded weekly, monthly, and quarterly performance goals
- Created a custom training program designed for ARM industry best practices
- Awarded multiple new customers/contracts based on Challenger/Champion competition against agencies with significantly larger staff sizes
- Transitioned organization through two major software conversions
- Built strong relationships with all outside service vendors including credit bureaus, location information providers, auto dialer companies, telephone service providers, and law firms
Candidate Info
years in workforce
years at this job
Credit and Collections Manager
Manufacturing firm with divisions located in Florida, Texas, Puerto Rico and Mexico serving the electronics, automotive and general manufacturing industries, with combined annual gross revenues in excess of $71 million
- Supervised 2 collection clerks, a senior clerk and an A/R clerk with management responsibilities of over 1000 accounts receivable
- Managed all delinquent accounts, credit approvals, credit granting, collections and all month end reporting
- Coordinated all year-end audits and reports with external auditors
- Reduced chronic delinquent A/R by $3 million in 9 months
- Reduced DSO from 68 to 45 days
- Implemented the conversion of the A/R and Credit module from location specific operating systems to a fully integrated ERP system by JD Edwards
Candidate Info
years in workforce
years at this job
Computer Programming
Computer Science
Collections Manager
Managed portfolio of $20M as well as staff of 20; included contract consultants. Responsible for the development, created an environment to help motivate and optimize their performance and professional growth.
- Oversaw all financial aspect of the collections department including budget, P&L, forecast and cash flow.
- Worked with Sales Team and Senior Management to minimize exposure, reduced DSO from 34 to 20 days within one year, reduced bad debt by 50% within one year, improved cash flow by creating and documenting the collections daily best practices.
- Ensured professional relationships were established and maintained with clients and attorneys.
- Responsible for analyzing bad debt as well as determining losses by writing off bad debt accounts.
- Responsible for bankruptcy filings and court appearances.
- Worked closely with programmers during ERP system conversion.
- Accounts Receivable Leader for acquisition projects.
Candidate Info
years in workforce
years at this job
Bachelor of Arts
Vice President - Collections Manager
Managed the collection group servicing the Vendor Equipment business of $2 billion.
- Reduced 30+ delinquencies in this business to lowest levels.
- Assisted with the successful merger and centralization of 3 major portfolios to the Freeport Call Center. Each one resulting in improved delinquency and loss results.
- Managed a collection and property tax staff consisting of 70 team members.
- Significantly improved productivity and overall results by developing performance metrics and delinquency goals. Successfully implemented Call center processes and procedures to mirror the U.S. operation during a 3 month assignment in the London, UK office
Candidate Info
years in workforce
year at this job
Business Administration / Education
Master of Arts
Management Training
Credit and Collections Manager
VWR closed the Marietta, GA Facility, by off-shoring work to India with reduction in force of staff. Internet / Catalog Distribution Company handling $3.1 billion dollars in sales yearly to more than 250,000 world-wide customers.
- Responsible for and managed a staff of 5 credit/collection analysts covering the South and Central US areas, handling the accounts receivable portfolio totaling $30 million dollars monthly, using ESS and Oracle business software systems.
- Worked closely with multi-national healthcare companies and suppliers in resolving Accounts Receivable/payment issues.
- Action-oriented to resolve EDI, ERS, B2B and C-Bill processing of payment problems with external customers.
- Coordinated, supervised and monitored Credit Sales "Cash Calls" with staff members, customers and outside Sales Groups.
- Maintained DSO at 39 day levels for our territory.
Candidate Info
years in workforce
years at this job
Communications And Elementary Education
Credit and Collections Manager
Managed reduction of over 30-day receivables from 47% of total AR to 7% of total AR
- Managed reduction of DSO from 55+ days to 30 days
- Responsible for management of timely collections and accurate cash posting of $400M annually
- Implemented new standard work surrounding cash posting to reduce the time between our bank
- Created weekly, monthly, and quarterly aging and bad debt reserve policies and provided
- Developed and implemented Credit Risk Assessment standard work and quarterly reporting for credit
- Identified several root causes of customer late payments and worked with order entry and billing
Candidate Info
years in workforce
month at this job
Business Administration
Master of Business Administration
Credit & Collections Manager
Credit Manager for a $260m division of a $2b international consumer/industrial battery mfr.
- Managed an A/R portfolio of $35m-$42m consisting of both domestic and international accounts.
- Managed, trained and coached a staff of five credit analysts.
- Reduced DSO from 60 days to 52 days.
- Reduced overall past-due A/R from 28% to 12%.
- Went on a customer visit to Wal-Mart which resulted in payment of $500k worth of old invoices.
Collections Manager Resume Success Stories
Collection Manager Duties and Responsibilities
The type of organization a Collection Manager works for will determine their particular responsibilities, however, there are several main duties all Collection Managers perform. A review of current job listings identified the following primary tasks and responsibilities.
Supervise Staff Collection Managers are in charge of supervising a staff of collections personnel. In large companies this may include upwards of 50 employees and be one of the most time consuming duties they perform. The Collection Manager may be responsible for interviewing and hiring staff members, providing training, creating work schedules, filing timesheets, and performing any disciplinary actions. They also often observe or review employee interactions with customers to ensure all policies and regulations are being adhered to by their staff.
Minimize Losses Collection Managers are responsible for minimizing a company's financial losses. They do this in several ways. They may research, develop and implement collection procedures that reduce the amount of delinquency they encounter. Or they may study customer accounts and authorize various tactics such as extensions and write-offs to save the company money. Also by employing effective staff, the Collection Manager helps to ensure more debts are recovered.
Generate Reports and Analysis A large part of the Collection Manager's job entails regularly reporting the collection department's progress and statistics. This may be performed each week or on a monthly basis, and often requires knowledge of statistics and data analysis. Collection Managers may also need to present their information to management or their department to highlight trends or achievements.
Collection Manager Skills
A Collection Manager must enjoy providing customer service and be an experienced leader. A high attention to detail and excellent organizational skills are also important. Collection Managers should be team players and excellent in communicating both verbally and in writing. In addition to these traits, employers look for applicants with the following skillsets. Core skills: Based on job listings we looked at, employers want Collection Manager with these core skills. If you want to work in Collection Manager, focus on the following.- Highly proficient in computer software programs such as, word processors, spreadsheet programs and database systems
- Strong mathematical skills
- Knowledge of state and federal collection laws
- Knowledge of high volume collections, credit authorization and billing procedures and practices
- Familiar with Customer Relationship software such as, Oracle
- Degree in business or related field
- Bilingual
Collection Manager Resources
There are some helpful and informational resources available on the Web for those interested in working in Collection Manager. We scoured the internet and found these links full of learning opportunities and the latest industry news. On the Web
Collector Magazine - This monthly magazine is published by ACA International and provides important information regarding credit and collections. Stay up-to-date in the industry with this popular periodical.
Collection Advisor - A great reference tool for debt collection professionals, this magazine offers insightful articles and best practices advice. Their website also offers additional resources and a useful blog.
Credit Tools - This website offers credit and collection professionals management tools and ways to reduce financial losses. The site is full of useful resources, how-to articles and online tools to help collection departments maximize their profits. Collection Manager Books
The Debt Collector's Handbook - Written by an experienced collections attorney, this resource covers all the aspects debt collectors must know to effectively collect their money from clients.
Telephone Collection Call Scripts & How to Respond to Excuses - This text provides collection professionals with helpful scripts and ideas for talking to customers about their debts. Written by a former collection agent and manager, these effective dialogues should help increase the debts collected and minimize collection staff's anxiety about angry or defensive customers.
The Guide to Getting Paid: Weed Out Bad Paying Customers, Collect on Past Due Balances, and Avoid Bad Debt - This resource goes into great detail about setting up a functioning in-house credit policy and collection team, managing the department and collecting on debts. Industry Groups
The Association of Credit and Collection Professionals - ACA International was founded in 1939 to bring together credit and collection professionals. They offer a wealth of resources to members such as education courses, networking events and industry publications.
