SPECTRUM Hiring for Operations Manager, Fraud Protection Team Job at Kansas City, MO Full Time

JOB SUMMARY
Responsible for managing the day to day operations and personnel within assigned areas of Credit Services including both residential and small and medium business accounts. Areas of responsibilities may include field collections, timely treatment, recoveries, refunds, payment exceptions and other functional areas.

WORK LOCATION
6550 Winchester Ave, Kansas City, MO 64133

MAJOR DUTIES AND RESPONSIBILITIES

• Actively and consistently support all efforts to simplify and enhance the customer experience.

• Manage the accounts receivable portfolio, perform financial analysis and make necessary adjustments and recommendations to deliver budgeted bad debt and collection expense.

• Prepare pending non-pay disconnect analysis to drive tactical changes as an effort to decrease completed non-pay disconnects.

• Manage collection vendor productivity and audit vendor invoices as an effort to control company collection expense and achieve collections metric goals.

• Maintain and manage collection tactics to drive improvement in aging receivables.

• Manage the customer premise equipment (CPE) recovery programs to drive improvement in recovery performance; conduct necessary audits to ensure accuracy of the program.

• Maintain and analyze credit assessment strategies to lower non-pay churn, control write-off average balance, improve unreturned CPE and debt recovery dollars.

• Manage advanced collection platforms to reduce collection costs, secure receivables and improve bad debt expense.

• Manage personnel; conduct training and development techniques to foster a productive team environment as an effort to reach daily/monthly management objectives.

• Conduct high level meetings between field operations, fiscal operations, vendors and customers.

• Respond and resolve collection complaints from internal and external customers according to policy and standards.

• Hire, evaluate, coach and counsel personnel in the performance of their duties.

• Perform necessary duties as a project manager as requested by the manager’s leader.

REQUIRED QUALIFICATIONS
Knowledge and Skills/Abilities

• 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 from a four-year college or university; or equivalent training, education and experience preferably in finance or other related field.

Related Preferred Work Experience
7-10 Years: Credit/Collections and Accounting experience
2 + Years: Management or leadership experience
Clearly understands purposes, objectives, practices and procedures of the fraud department and identifies opportunities to increase efficiency

Ability to successfully manage both in person as well as remote employees.

Ability to collaborate with management or technical resources to improve and customize reporting in regards to Fraud Operations and Customer insights.

Understanding of the business systems and their impacts to fraud to deliver solutions and process improvements to decision fraud quicker and more accurately.

Experience and ability to manage opex vs capex budget.

Solid experience in interacting with IT and the business units for break/fix solutions.

Ability to develop relationships with the business customer and outsourced service providers.
Experience in arranging, assigning, adjusting and monitoring shifts, including shift bids to guarantee appropriate coverage.

WORKING CONDITIONS
Office environment

CCO500 327317 327317BR