The role

This is an exciting opportunity to join a growing Collections Center of Excellence (CCoE) team that is building for the future. The Senior Manager Collections role will lead our Credit Card Collections team and also be responsible for a variety of administrative activities in support of the overall Collections Service Delivery team. This role focuses on delivering and improving performance results and operating efficiency while delivering an outstanding member experience. The role will have responsibility to monitor key performance indicators, identify opportunities to improve performance, and execute effective change management to drive the business to successful outcomes. The Senior Manager Collections will bring strong leadership experience, new ways of thinking, and a demonstrated ability to organize and execute on numerous work efforts to ensure seamless change management execution for the Collections Service Delivery team.

What you’ll do:

• Continuously strive to establish and maintain a culture of high performance and high engagement for the Credit Card Collections team and Collections Service Delivery team.

• Ensure appropriate processes and routines are in place to hire, train, motivate, and develop agents and associate managers as part of developing a high performance and high engagement culture..

• Oversee all aspects of the pre-charge collections efforts on the Credit Card portfolio.

• Monitor daily KPI’s and agent performance to ensure that key targets are met.

• Partner with workforce management to ensure staffing and coverage is properly aligned with required collection efforts.

• Serve as a second-level for escalated customer issues and questions.

• Handle special borrower circumstances and problems as they arise.

• Ensure proper process and controls are in place and executed to minimize risks to SoFi.

• Lead the Credit Card Collections and Collections Service Delivery team through necessary change management routines to make certain appropriate communication is received and proper procedures are followed.

• Act as a primary point of contact for administrative activities for the entire Collections Service Delivery team including: Issue Management, work effort & project coordination, operational change management, report development with analytics team, monitoring of reporting and trends.

• Strong relationship management and partnership skills.

What you’ll need:

• 6+ years of Collections management experience

• 3+ years experience managing managers.

• Demonstrable experience hiring, training, motivating, monitoring, and coaching employees

• Strong supervisory and management skills

• Strong written communication skills, ability to communicate effectively across all levels of the organization and with SoFi members.

• Ability to react to change quickly and implement new processes & procedures with proper change management protocols.

• Professional demeanor and excellent time management skills

• Ability to collaborate well with teammates and business partners and influence business decisions

• High motivation to drive change, eager to learn, and able to work collaboratively in a complex and fluid environment

• Excellent communications skills

Nice to have:

• 6+ years of experience servicing or collecting on credit card product

• 3+ years managing managers in the Financial services industry

• FISERV administrative experience.

• Experience with Genesys Cloud and Calabrio