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• Oversees a company’s process of retrieving money owed • Manages the employees who collect the money • Handles complaints or difficult calls • Makes sure employees comply with company policies when contacting individuals and other companies to collect past due balances that they owe • Ensures that all written correspondence complies with company policies in terms of verbiage and frequency of contact • Keeps up with changes in state and federal laws governing debt collections and makes sure employees receive training on any changes in laws. • Makes sure the collectors on staff operate within the confines of the Federal Fair Debt Collection Practices Act (FDCPA) when making phone contact with individuals and companies • Monitors call reports to make sure collectors are making enough phone contacts each day. • Identifies areas of the collection process that need improvement and implements an enhanced process that will help collectors be more effective • Tracks the rate of success of the entire process and continues to make adjustments when necessary. • Trains new employees and holds training reviews for established employees • Performs audits of accounts that are in the system. • Establishes quality control standards and maintains and enforces them over time • Negotiates payment arrangements and follows up to make sure the payments are made. • Researches and locates missing information that is needed for the staff to perform their jobs at optimum levels. • Authorizes financial settlements with people who owe large debts