Dir, Credit Services

JOB SUMMARY
This position is responsible for the development and execution of operational processes required to support assigned functional responsibilities within the Credit Services group. These processes must be efficient and accurate, delivering not only desired customer behaviors but also providing a fair and consistent experience.

MAJOR DUTIES AND RESPONSIBILITIES
Actively and consistently support all efforts to simplify and enhance the customer experience.

Develop, recommend, execute and monitor collections treatment tactics and timing in order to encourage payment of delinquent accounts in order to maximize customer retention.

Continuously seek to optimize effectiveness of the collections timeline by exploring new methods and tools and considering all media.

Assess customer segmentation opportunities in order to provide custom treatments designed to optimize payment rates and minimize customer churn.

Ensure processes and practices align with all legal and regulatory requirements including FCRA, TSA and CBPB related rules and regulations.

Oversee vendor management including contract negotiations, adherence and performance management.

Ensure internal and external customers receive accurate and timely support, meeting agreed upon service level standards.

Pursue cost effective technology solutions that present fast and accurate transaction processing through automated means.

Responsible for major functions and processes within Credit Services, which may include field collections, equipment recovery, collection timeline events and sequence, returned payment avoidance, recovery programs, IVRs, and live collections agent programs.

REQUIRED QUALIFICATIONS
Required Skills/Abilities and Knowledge
Ability to read, write, speak and understand English
Ability to communicate verbally and in writing in a clear and straightforward manner
Ability to plan, prioritize and organize effectively
Ability to supervise and motivate others
Ability to use personal computer and software applications
Knowledge of all functions and related tasks in the area of credit, collections and customer relations including risk scores, receivable management, bad debt expense, collection expense, AR productivity, and outbound/inbound contact platforms
Knowledge of cable television products and services for both consumer and commercial
Knowledge of detail accounting and billing procedures including collection general ledger items and payment processing programs

Required Education
Bachelor’s Degree, or equivalent experience

Required Related Work Experience and Number of Years
12+ Years – Contract negotiation, profit and loss statement experience
7+ Years – Leadership experience

PREFERRED QUALIFICATIONS
Preferred Education
Bachelor’s Degree in related field preferred, or equivalent experience

WORKING CONDITIONS
Office environment
Travel up to 10% may be required CCO700 319333 319333BR