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    Manager, Collections Agency Performance - San Antonio, United States - Conn's

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    Description

    **Overview -** The **Manager, Collections Agency Performance** oversees and maintains the relationship with first and third-party agencies, ensuring compliance with Service Level Agreements (SLAs), Scope-of-Work (SOW), and efficient utilization of account efficiencies. This role involves system setup, realignment, and performance management over collections.

    **Key Duties & Responsibilities**

    + Lead the Agency Support team in day-to-day activities.

    + Ensure compliance with company policies.

    + Supervise related processes and controls.

    + Plan, prioritize, and delegate tasks to ensure smooth department functioning.

    + Facilitate Performance/Call Calibrations meetings with agency teams.

    + Address performance/adherence to align with SOW.

    + Manage adherence to SLA/SOW/MSA alignments.

    + Direct daily operations of the Agency Support Team.

    + Monitor compliance with company policies and supervise related processes.

    + Address any issues related to the Agency Interface Management system.

    + Maintain high service levels.

    + Effectively manage internal customer interactions.

    **Required Experience**

    + Education Bachelors (BS/ BM).

    **Preferred Experience**

    + Minimum 2 to 3 years related experience.

    + Certifications Project Management (PMP/ CAPM)

    **Skills & Abilities**

    + High-level proficiency in Microsoft suite products (Word, Excel & PowerPoint).

    + Strong interpersonal, verbal, and written communication & presentation skills.

    + Organizational, detail-orientated, multitasking, and analytical abilities.

    + Able to multi-task and shift priorities, as required.

    **Working Conditions**

    + High degree of internal customer interface and process management.

    + Close collaboration with agency teams.

    + Compliance with company policies and ongoing supervision of related processes.

    + Work is performed in an office (retail, distribution, call center) environment.

    + May require prolonged periods of sitting/standing.



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    Overview - The Manager, Collections Agency Performance oversees and maintains the relationship with first and third-party agencies, ensuring compliance with Service Level Agreements (SLAs), Scope-of-Work (SOW), and efficient utilization of account efficiencies. This role involves ...

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