Job Summary:

Oversees Customer Financial Services and office services functions.  Responsible for overseeing the business and consumer credit process with a goal of partnering and supporting sales staff and agents to increase growth while keeping an eye on risk levels. Ensures efficiency and effectiveness of all phases of the collection process with a goal of maintaining our below-industry 60+ day average receivables while minimizing bad debt and write offs. Routinely analyzes accounts receivable trends, statistical reporting, credit scoring results, collection agency results, etc.  Oversees all activities involved in the processing of customer payments, refunds, credit card rejects, etc., internal mail delivery and pick up and company imaging.      

Duties & Responsibilities

• Hiring, training, performance management, and fostering a supportive, goal-oriented culture.
• Ensuring adequate staffing and minimizing overtime.
• Setting and tracking departmental goals (e.g., low receivables, minimal bad debt, fast turnaround).
• Driving continuous process improvement and maintaining up-to-date procedures.
• Developing and monitoring credit, collection, and payment strategies.
• Managing credit risk using financial data and credit scoring tools.
• Ensuring adherence to laws (e.g., Fair Debt Collection Practices Act).
• Proactively addressing fraud and maintaining audit readiness.
• Partnering with other departments and supporting retail/agent staff.
• Visiting stores and agents to strengthen relationships and resolve issues.
• Monitoring collection agency and credit bureau performance.
• Ensuring payment processing equipment is maintained and vendors are accountable.
• Engaging in industry networking and staying current on trends.
• Managing and adhering to the department’s annual budget.

Requirements

• Bachelor’s degree in business administration, accounting, or equivalent required.
• Must have five years of leadership experience.
•  Experience in a credit approval and/or collection role while achieving positive financial results. 
• Strong mathematical, statistical, and analytical abilities; proficient in Microsoft Office (Excel, Word, Outlook) and reporting tools.
• Experienced in coaching, training, directing, and developing individuals and teams; skilled in interviewing and candidate selection.

• Excellent verbal and written communication, including customer service, negotiation, conflict resolution, and relationship building.
• Demonstrated aptitude in collections, decision-making, problem-solving, and project management.
• Capable of creating and executing short- and long-term plans, setting goals, and establishing performance standards.
• Skilled in identifying and implementing process improvements and maintaining high operational standards.
• Proficient in interpreting business and consumer credit reports, maintaining customer confidentiality, and ensuring compliance with policies.