Darin Allen

• Regular monitoring and management of employee performance
• Providing tailored coaching and development to each employee
• Supporting employee career development
• Monitoring calls and performing call calibration individually and at the team level
• Holding regular team meetings to align and address team needs
• Motivating and keeping team engaged
• Manage established KPIs and performance standards for the team and ensure these expectations are met, address any concerns with the team or vendor
• Analyze trends and work cross functionally to identify and implement improvements
• Support broader Collection initiatives to expand the collections footprint
• Manage compliance risks, drive any process issues/ risk to a successful resolution
• Become an expert in the collections space and use your expertise to train, develop, and support top tier collections agents

What we’re looking for:

• Act as Firstline support to answer questions, concerns for disgruntled borrowers
• Work cross functionally to help resolve customer concerns and provide excellent service to escalated borrowers
• Coach and provide feedback to agents
• Evaluate calls and provide quality feedback
• Train and on-board new escalation agents
• Identify trends, assist with reporting to ensure each borrower is handled within the SLA within Upstart policies
• Act as a mentor and consultant for payment analyst to provide guidance and feedback related to escalation
• Act as a manager to handle complex payment related issues
• Manage the daily case queues to ensure efficiency and quick response time for borrowers
• Build strong relationships with peers, managers and other teams to help ensure we can properly investigate and resolve new escalated situations
• Handle reporting for the department and to assigned teams
• Identify possible process and workflow improvements

• Use negotiations skills to effectively establish a payment resolution on high balance accounts
• Manage daily queue to ensure that daily collection goals were met
• Perform skip tracing efforts to locate consumers
• Post payment made by check and credit cards
• Daily

• Evaluate and coach agents to call quality standards on charged-off accounts
• Assure consistent delivery of results against key goals
• Ensure collection practices were being done according to the FDCPA guidelines
• Motivate associates to improve performance by developing and implementing innovative ideas
• Partner with Human Resources with hiring associates by interviewing and assisting in job fairs
• Resolve escalated issues form associates, customer and internal/external partners
• Coach, train and develop associates through written and oral feedback in efforts to enhance performance
• Manage the day to day operations by fielding questions and utilizing tools to ensure service levels were being met
• Participated in special projects and other duties delegated by senior management

• Act as a liaison for Fiserv and their clients assisting with any operational needs
• Build and maintain relationships with the clients by proactively identifying opportunities for process improvements and assigned client bases including but not limited to cost saving initiatives
• Prepare and deliver account reviews and performance reporting as it related to SLA during weekly conference call or quarterly onsite visits
• Assist Account Executive with onboarding process of new clients
• Analyze metrics and offer services that could improve client’s performance
• Answer client related questions written and verbally to resolve problems in a timely manner
• Ensure client satisfaction by reviewing results and troubleshooting any operational issues
• Develop project plans and statement of work estimates
• Participate in implementation and ensure ongoing services and projects are delivered on time to meet client requirements
• Develop project plans and statement of work estimates