Oversees a company’s process of retrieving money owed to them or one of their clients. Manages the employees who collect the money. Handles complaints or difficult calls. Makes sure employees comply with company policies when contacting individuals and othercompanies to collect past due balances that they owe. Ensures that all written correspondence complies with company policies in terms of verbiageand frequency of contact. Keeps up with changes in state and federal laws governing debt collections and makes sureemployees receive training on any changes in laws. Makes sure the collectors on staff operate within the confines of the Federal Fair DebtCollection Practices Act (FDCPA) when making phone contact with individuals and companies. Monitors call reports to make sure collectors are making enough phone contacts each day. Identifies areas of the collection process that need improvement and implements an enhancedprocess that will help collectors be more effective. Tracks the rate of success of the entire process and continues to make adjustments whennecessary. Trains new employees and holds training reviews for established employees. Performs audits of accounts that are in the system. Establishes quality control standards and maintains and enforces them over time
