Collections Branch Manager - Call Center North Houston, TX (Airport)

Would you like to work in a progressive and growing company where new ideas are not only welcome, but are encouraged and recognized?

Worth Finance Corporation is that company! We are a 40-year-old family-owned company with an excellent record of having long-term employees.

Worth Finance Corporation is seeking an outgoing and courteous Experienced Collections Branch Manager to join our highly energetic and amazing team. This position is all about service and satisfaction and you’ll get to interact with both current and potential loan customers on a daily basis.

The Branch Manager is responsible for overseeing the daily operations of their branch (call center), including, but not limited to managing the team, maintaining customer relationships, ensuring compliance with company policies and procedures, and achieving business targets and kpi's. The Branch Manager will also be responsible for developing and implementing strategies to grow the business and drive profitability.

1. Management and Leadership

 Manage a team of Team Leads and Account Representatives to ensure the branch's efficient and effective operation.

 Coordinate the onboarding and training of new hires during their initial introductory period. Assess rather new hire is prepared to end introductory period and engage fully team performance metrics.

 Provide coaching and development opportunities to team members to improve their skills and ensure they deliver a high level of service to customers.

.  Oversee the performance of branch team members and work with the Regional Operations Manager along with Human Resources to devise a corrective action plan to include carrying out an Employee Performance Improvement Plan, when deemed necessary.

 Monitor performance metrics and track the progress of the branch and individual team members.

 Conduct quality assurance checks to ensure standardized, quality customer service is done by account representatives, improving work processes, efficiency, and competitiveness.

 Actively manage the approval of Paid Time Off requests, timesheets, and make any necessary edits to timesheets as they arise.  Track regional competition and monthly bonuses for all eligible employees and communicate to Human Resources monthly.

2. Customer Service and Sales

 Build and maintain relationships with existing customers and develop strategies to attract new customers to the branch.

 Provide exceptional customer service to customers, resolving any issues or concerns that may arise as the primary escalation point of contact.

 Promote the branch's products and services, and work with leadership to develop marketing initiatives to attract new customers.

3. Key Responsibilities: Compliance and Risk Management

 Ensure the branch is operating in compliance with all company policies and procedures, as well as relevant regulations and legislation.

 Identify and manage risk within the branch, including credit risk and operational risk.

 Monitor and report on any potentially fraudulent activity.

 Develop and implement strategies to grow the business and achieve financial targets, including revenue growth and cost management.

 Manage the branch's budget and financial performance, reporting results to the Regional Operations Manager regularly.

 Work with leadership to identify opportunities to improve efficiency and reduce costs.