Associate Manager - Team Manager

Job Description

As a Team Manager supporting the PNC program, you will lead a team of collection specialists across Consumer, Mortgage & Recovery & verticals. This role is responsible for driving operational performance, customer experience, compliance adherence, and employee development while ensuring alignment with client expectations and business goals.

Key responsibilities include:

- Lead, coach, and develop team members to achieve performance, productivity, quality, and recovery goals.
- Monitor operational metrics such as RPC, Promise-to-Pay, delinquency, recovery rates, productivity, and quality performance.
- Review and communicate daily, weekly, and monthly business results with the team.
- Manage attendance, staffing plans, schedules, workload balancing, and queue assignments.
- Support escalations and assist agents with complex customer situations, including hardship requests, disputes, fraud concerns, bankruptcy, and legal escalations.
- Ensure compliance with all client, investor, and regulatory requirements including FDCPA, CFPB, GLBA, TCPA, RESPA, and FCRA guidelines.
- Conduct audits, documentation reviews, compliance validations, and ensure completion of required certifications and attestations.
- Partner with Workforce Management, Training, Quality and Operations leadership to support business objectives and process improvements.
- Participate in calibrations, business reviews, operational meetings, and client discussions as needed.
- Ensure accurate reporting, documentation, and system updates across all operational processes.

 

Qualifications

Our most successful candidates will have: 

- Minimum 1 year of leadership or supervisory experience in collections, banking, financial services, mortgage servicing, recovery, or related operations.
- English B2 skills
- Strong analytical skills with the ability to interpret data, identify trends, and implement action plans.
- Proven leadership, coaching, and employee development capabilities.
- Excellent verbal and written communication skills.
- Strong organizational and time management skills with the ability to manage multiple priorities.
- Ability to work in a fast-paced, performance-driven environment.
- Proficiency in Microsoft Office applications, particularly Excel and PowerPoint.
- Experience handling escalations, operational reporting, and compliance-related processes preferred.
- Knowledge of collections regulations and customer service best practices preferred.

Additional Information

Preferred experience in one or more of the following areas:
- Auto loans
- Credit cards 
- PLOC UIL
- DDA
- Mortgage servicing
- Home Equity
- Skip tracing and asset search
- Recovery negotiation strategies

Systems Knowledge:
Experience with platforms such as Fiserv, FACS, Genesys, TSYS, Shaw, or similar systems is a plus.