Specialty Manager

Job Summary

The Specialty Manager will be responsible for the oversight, leadership and process management of the Specialty Team and functions.  Responsibilities include oversight and management of the Cease/Desist, Deceased, Voluntary Surrender and Specialty State end to end functions; identifying potential Cease/Desist and Deceased accounts through Call Miner review, analysis and exception communication as well as the review and processing of actual Deceased and Cease/Desist accounts. The review, exception detection and communication is facilitated by the Specialty Manager on accounts that are identified with State Call Handling Restrictions. The Specialty manager will be responsible for the monitoring and oversight of all customer call handling based on requirements and functions

Job Duties

• Manage, Direct and Assign volume within Specialty processes for appropriate handling within established SLA and in accordance with any applicable Federal and State requirements
• Staffing assessment and allocation for proper coverage for all Specialty Call Handling
• Execute identified process enhancements and expansions to comply with all requirements
• Quality assessment of completed productivity for accuracy and compliance with Federal and State regulations, as well as policy and procedure
• Communicate Call Miner and State Call Restricted exceptions as well as collaborate and assist other departments across the organization, as needed.
• Other duties as assigned.

Education and Work Experience

• College degree or equivalent work experience
• Six (6)+ years of experience
• One (1)+ years of management experience
• Experience in compliance requirements, regulations and processes preferred
• Knowledge of Cease/Desist, Deceased and Specialty State process, regulations, requirements and structure
• General knowledge of collections policies and procedures and the Fair Debt Collection Practices Act (FDCPA).
• Established verbal and written communication skills.
• Working knowledge of Microsoft Office Suite, including Excel and Word.
• Ability to maintain confidentiality
• Adaptable to changes within a face paced environment
• Can effectively collaborate with peers and leadership

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