Manager, Digital Engagement

Manager Of Digital Engagement

Fueled by a fundamental belief in innovation, Resurgent Capital Services is an industry-leading financial services company in our sector. It all began 25 years ago when a small group of successful entrepreneurs had a vision for a new type of asset receivables company. One with a commitment to superior service and a personal touch with every interaction. We believe that demonstrating integrity in everything we do, maintaining a strong commitment to compliance, and doing things the right way is a sustainable business model. We want you to feel like your work has an impact and makes a difference every day. Join us as we develop strategies for change and transform the trajectory of your career!

Job Summary : The Manager of Digital Engagement manages all operations, activities, and processes associated with handling inbound digital communications (email, SMS / text, chat) from consumers and authorized third parties. Leadership responsibility includes 4 Supervisors as direct reports and 40 Digital Engagement Specialists as indirect reports. Overall operational responsibility includes all aspects of department performance, including productivity, quality, compliance, efficiency, team development, and consumer experience.

Key Responsibilities : Establish performance goals and objectives for the Digital Engagement team relative to compliance, quality, cost, individual and team performance, and consumer experience. Develop and execute work plans to allow teams to successfully meet targets by engaging with the Sr Director of the Contact Center and the Digital Strategy team to understand volumes, strategies and overall expectations. Maintain compliance with all federal, state, and local regulations, as well as internally established compliance and quality requirements, through use of formal and informal quality audits. Provide team and individual communication for purposes of information as well as feedback for improvement. Develop and maintain a robust and ongoing training plan for newly hired or newly positioned specialists to ensure standardized execution of established processes. Quickly resolve escalated issues raised by consumers or identified through process controls Leverage available technology to enhance consumer experience and drive efficiency. Proactively identify IT projects required in support of process improvements. Accurately define business requirements, provide input to prioritization, and support User Acceptance Testing (UAT) with resources and input to test plans. Manage performance of direct and indirect resources in meeting expectations and policy adherence, ensuring timely, fair, and consistent feedback is provided. Effectively manage conflict and resolves personnel issues as necessary.

Qualifications / Skills : 4-5 years of relevant experience, including 2-3 years of leadership experience Relevant experience in the credit industry desired with an understanding of compliance requirements (i.e., FDCPA, FCRA, state specific regulations) Strong leadership abilities including ability to motivate teams, effectively communicate (oral and written), organizational skills, time management, and attention to detail Advanced analytical skills with experience and capability to use data to drive decision making through trend analysis, problem identification, and root cause analysis Process orientation and process improvement mindset, including fundamental understanding of structured process improvement methodologies (Lean, Six Sigma) Proficiency in MS Office applications (Word, Excel, PowerPoint, Outlook) and aptitude for learning new systems Excellent work ethic and unquestionable integrity Strong oral and verbal communication skills

What We Offer : Competitive Salary Annual Bonus and merit increase based on annual performance review Eligible for Customer Service Representative leveling promotion as soon as 6 months Long term career growth over 60% of all company openings are filled by internal promotion Annual merit increase based on performance Comprehensive healthcare benefits which include wellness discounts, company provided Health Savings Account contributions of up to $1600, and free preventative drugs for chronic medical conditions. On-site clinic with nurse practitioner Supplemental benefits including (but not limited to) : parental leave, infertility & adoption assistance, mental health support, free physical therapy resources, life insurance, and pet insurance. Safe Harbor 401k plan with company contributions up to 4.5%. Casual work environment On-site fitness center Company paid downtown parking worth up to $1000 annually Opportunities to give back to the community by participating in civic and charity events with colleagues. Employee Referral Bonus Program Dependent Scholarship Program Tuition reimbursement program of up to $5000 annually (some restrictions apply) Special awards, contests, and ad-hoc incentives Ability to work with phenomenal talent and friendly team of professionals

Education : College Degree preferred but not required

Resurgent is an Equal Opportunity employer that is fueled by our diverse and inclusive work environment. Are you excited about this opportunity, but your skills and experience aren't an exact match? We encourage you to apply anyway! You may be just the person we are searching for to fill this or another position. We would love to consider you for the Resurgent team!

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, age, national origin, disability, protected veteran status, gender identity or any other factor protected by applicable federal, state, or local laws.