Assistant Collections Manager

About GoodLeap: GoodLeap is a technology company delivering best-in-class financing and software products for sustainable solutions, from solar panels and batteries to energy-efficient HVAC, heat pumps, roofing, windows, and more. Over 1 million homeowners have benefited from our simple, fast, and frictionless technology that makes the adoption of these products more affordable, accessible, and easier to understand. Thousands of professionals deploying home efficiency and solar solutions rely on GoodLeap’s proprietary, AI-powered applications and developer tools to drive more transparent customer communication, deeper business intelligence, and streamlined payment and operations. Our platform has led to more than $27 billion in financing for sustainable solutions since 2018.   GoodLeap is also proud to support our award-winning nonprofit, GivePower, which is building and deploying life-saving water and clean electricity systems, changing the lives of more than 1.6 million people across Africa, Asia, and South America.

The Assistant Collections Managers primary function is to coach, train and develop collectors into strong negotiators while providing an excellent customer experience. The Assistant Manager must be able to effectively motivate collectors, to ensure high morale, and be able to achieve monthly goals.

Essential Job Duties and Responsibilities:

• Monitor, train and develop collectors to maximize results while ensuring all policies and procedures are followed.
• Hold collectors accountable to performance expectations, productivity, attendance policy, and quality scores.
• Motivates collectors to achieve success and creates a team atmosphere.
• Audits collection activities to ensure maximum results and partners with leadership to recommend changes to enhance the strategies to help lower delinquency.
• Conducts daily/weekly/monthly call calibrations, account reviews, and performance reviews with all direct reports.
• Manages workload (queues and dialer campaigns) to ensure daily/monthly targets are achieved.

Required Skills, Knowledge and Abilities:

• Excellent project management skills and a positive attitude
• Demonstrated ability to meet deadlines, handle and prioritize simultaneous requests, and manage laterally and upwards
• Creative and analytical thinker with strong problem-solving skills
• Must demonstrate exceptional verbal and written communication skills
• Must demonstrate ability to communicate effectively at all levels of the organization
• Ability to critically evaluate information gathered from multiple sources, reconcile conflicts, decompose high-level information into details, abstract up from low-level information to a general understanding, and distinguish user requests from the underlying true needs
• Ability to motivate others to achieve maximum results
• Ability to drive results with geographically dispersed team

Experience Required:

• Minimum 5 years of experience in collections, financial services or relevant field
• Minimum 3 years of experience in a consumer collection management role
• Minimum 3 years of call center management experience
• Advanced proficiency with computer functions with MS office suite strongly preferred
• Ability to lead or manage 10-15 high performing front line representatives
• Exceptional communication skills including verbal, written, one-on-one and team
• Knowledge of collection industry regulations
• Ability to collaborate across departments to resolve customer concerns
• Strong leadership skills to motivate employees to achieve success
• Excellent problem solving skills
• Goal oriented focusing on both short and long term visions
• Understanding of good collection practices and procedures
• High School Diploma or GED Required