Account Manager, Debt Settlement

Job Summary:

The individual selected for this position will be responsible for driving the revenue and risk performance metrics of a group (7-12) subset of critical Debt Settlement Companies (DSCs). This subset of DSCs will include our largest revenue DSCs and placement sites, which require a high degree of oversight associated with revenue and risk components. This individual is expected to have strong leadership skills that can galvanize a team to do great things, and represent the company in a strong, positive way to outside parties. At the same time, this individual will be able to influence others in a way that supports the vision of Resurgent’s desired outcomes. In addition, this individual will be asked to be the operational point of contact for key business strategies and high-profile initiatives. This individual will collaborate externally with the Association for Consumer Debt Relief (ACDR), assigned DSCs and Credit Control; and internally with DSC Strategy team in IM, with Internal Operations, IT, and other internal departments / key resources to assist in identifying areas of opportunity and provide guidance on strategy implementation feasibility. This position reports to the Sr. Director of Debt Settlement/Credit Counseling Collections.

Roles & Responsibilities:

• Responsible for representing oneself and our culture in a professional and positive manner
• Manages and mentors a network of high revenue DSCs, with a primary focus on maximizing firm scorecard performance while maintaining an effective partnership.
• Maintains a deep understanding of all compliance / legal and collection performance metrics and scorecard methodologies.
• Communicates with each assigned DSC regularly; leads back-office calls, prioritizing opportunities, assisting with root cause analysis, and reporting out to management and performance directors on issues.
• Ensures file exchanges occur timely.
• Mentors DSC specialists, by providing expertise about the DSC scorecard and performance metrics, and guidance on how to handle difficult situations with internal and external customers.
• Evaluates and enhances DSC processes for enrollment/matching of shared clients, offer evaluation, payer tracking and break/cure follow-up performance regularly and champions strategy action plans on identified areas of opportunity.
• Responsible for driving performance and leading discussions on high revenue strategies (such as Pre-Legal and High SIF) by becoming knowledgeable terms, rates, and customer mix.
• Conducts ongoing risk analysis such as payer breaks and churn of offers, then directs the audit team towards any high-risk items.
• Indirectly manages back-office support functions by managing expectations and dealing with any potential conflicts that arise with letters, operations, or IT.
• Partners with business analysts by functioning as a SME on potential offer/strategy pilots with DSCs designed to enhance recoveries, working to develop and deliver test parameters and measures of success for the pilots.
• Understands the data exchange processes and data collected by Resurgent.
• Up to a week travel MAY be required each month for site visits.

Skills & Qualifications:

• 3-5 years relevant experience, concentrated in process improvement, back office operations, and performance management roles required • Strong integrative thinking required
• Must be highly organized and adept at managing and marshaling resources
• Must be flexible to changing priorities, project scopes, and deadlines
• Highly proficient in MS Office package, including Excel, PowerPoint and Visio
• Minimum travel required

Educational Requirements:

• Bachelor’s degree required