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Assistant Recoveries Manager – Fayetteville, NC

Central Recovery Office – 719 W. Rowan Street Fayetteville, NC 28301

Omni Financial®, a leader in the military consumer finance industry for over 45 years, is seeking to add collection professionals to our team. We offer competitive salaries, generous annual leave time, (vacation/sick/personal) package, paid holidays, 410k and medical plan. Salary will be commensurate with experience. We work in a friendly office environment and everyone is on a first name basis. Dress is business casual. We are located two blocks from the Airborne and Special Forces Museum downtown Fayetteville.

What We Do

Omni does one thing – improve the lives of active duty and retired military personnel by providing them consumer loans to help deal with emergencies, bills, home repairs, travel expenses, education, car repairs and more. When others say no, we love to say yes with fast, friendly, and trustworthy service.

What You Will Do

Assists the Chief Recoveries Officer with duties pertaining to collections matters and personnel within the Central Recovery Department.  Will also be required to assist with collections matters within the company.  Can be required to perform other duties not listed as necessary.

Essential Duties and Responsibilities:

  1. Acts in the capacity of the CRO in his/her absence.
  2. Employee Management:
    • Manages and supervises 2 or more employees in the office. Carries out supervisory responsibilities in accordance with the organization’s policies and applicable laws. In supervisory capacity, ensures company policies and procedures are being adhered to by all staff. Responsibilities include interviewing and assisting in hiring to include assists with candidate calls, interviews and testing prospective new hires for prescreening to ensure they meet prequalification for employment. Sets appointments for interviews and tests.
    • Responsible for training employees on all policies, procedures and systems; planning, assigning, and directing work; appraising performance at regular intervals; addressing complaints and resolving personnel problems.
    • Maintains the attendance calendar for office personnel.
    • Answers questions from office personnel regarding customer’s accounts and other office matters on daily basis. Reviews and compiles office’s internal auditing reports monthly for CRO. Reviews the staff’s delinquent account portfolios to ensure they are worked properly. Counsels staff on shortfalls.
    • Assists with training of branch General Managers and/or anyone else requesting collections training.
  3. Business Travel: Regularly travels to offices throughout the company to meet with managers to discuss their office’s collections mission and answer any questions for managers. Conducts in-depth office audit of collections prior to visits to prepare in advance. Reports the results of the in-depth audits to the managers and sets expectations for areas needing improvement.
  4. Responsible for keeping the office’s training manuals updated with any changes as needed. Ensures any collections policy changes are communicated to all personnel.
  5. Office Management: Opens office and ensures office is ready for daily operations. Checks general mailbox for messages from night or weekend and responds to messages or forwards to appropriate collector for action. Ensures office supplies are ordered and kept in stock. Ensures that office is cleaned on Fridays or last business day of the week. Maintains list of all electronics in office by make, model, serial number and location. Conducts monthly fire inspection to ensure office is in compliance.
  6. Miscellaneous Duties:
    • Approves settlement offers for 3rd party collection agency when CRO is unavailable.
    • Compiles daily, weekly and monthly reports for office employee’s incentives.
    • Assists with Spin Master duties to ensure incentives are distributed.
    • Inputs weekly schedules into payroll system for office employees.
    • Assists with Cybersource in setting up accounts to process debit/credit card payments.
    • Voids payments processed by mistake.
    • Assists with setting up accounts in Accurint for company employees.
    • Assists with collections testing in Owls.
    • Assists with setting up new company employees with a collections desk and will sort delinquent accounts throughout the company when necessary.
    • When necessary assists the Recovery Specialists during peak times answering incoming calls. E-Oscar management.
  7. Other duties as assigned.

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Basic Office & Customer Service Skills

Must possess basic office skills including basic math, reading, writing, computer, typing and customer service skills. Tests required.

Education and/or Experience

Associates Degree and/or Five years or more related collection experience.

Language Skills

Ability to read and interpret documents such as Fair Debt and Collections Practices Act, and procedure manuals. Ability to write routine reports and correspondence. Ability to communicate effectively with people in person and on the telephone.

Mathematical Skills

Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent.

Reasoning Ability

Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.

Certificates, Licenses

Customer service accreditation, Collections training accreditation, Current driver’s license.

Military Knowledge

Reads, comprehends, and analyzes all aspects of multiple services LES to include:

  • Pay & Allowances
  • Deductions
  • Distribution & Collection of Pay
  • Distribution & Collection of Garnished Debts
  • Pay grade & Associated Base Pay
  • Reoccurring & Temporary Deductions
  • Allotments

Has full comprehension and understanding of:

  • Pay grade system of all services with associated ranks
  • Major military units by location (specific base or geographic location)
  • Generic chain of command by echelon and service
  • Location/Mission of major commands
  • Military addresses
  • MOS/Military occupation associated to assignment and/or school
  • Language, jargon, and acronyms associated with services and local base
  • MOS association with assignment

Tests Required

Other Skills and Abilities

Fully versed in the Fair Debt and Collections Practices Act, State and Military collection laws and requirements.

Computer Skills

Proficient computer skills including:

  • Windows
  • Internet Browsing
  • Internet E-mail
  • Data Entry/Typing
  • Microsoft Word
  • Microsoft Excel
  • Test Required

Other Requirements:

Must possess and maintain non-derogatory, current personal credit status as verified by the national credit reporting agencies. Must be able to work flexible hours, i.e. early mornings, evenings, Saturdays. Must have ability to rent vehicles and fly to required destination and be able to visit each office 1 time per year.

Competencies:

To perform the job successfully, an individual should demonstrate the following competencies:

Customer Service – Manages difficult or emotional customer situations; Responds promptly to customer needs; Solicits customer feedback to improve service; Responds to requests for service and assistance; Meets commitments.

Interpersonal Skills – Focuses on solving conflict, not blaming; Maintains confidentiality; Listens to others without interrupting; Keeps emotions under control; Remains open to others’ ideas and tries new things; Maintains a positive, cheerful outlook and attitude; Interacts with peers and superiors in a pleasant, cheerful manner.

Oral Communication – Speaks clearly and persuasively in positive or negative situations; Listens and gets clarification; Responds well to questions; Participates in meetings.

Quality Management – Looks for ways to improve and promote quality; Demonstrates accuracy and thoroughness.

Ethics – Treats people with respect; Inspires the trust of others; Works with integrity and ethically; Upholds organizational values.

Organizational Support – Follows policies and procedures; Completes administrative tasks correctly and on time; Supports organization’s goals and values; Is a team player.

Planning/Organizing – Prioritizes and plans work activities; Uses time efficiently; Sets goals and objectives.

Professionalism – Approaches others in a tactful manner; Treats others with respect and consideration regardless of their status or position; Accepts responsibility for own actions; Follows through on commitments.

Quality – Demonstrates accuracy and thoroughness; Looks for ways to improve and promote quality; Applies feedback to improve performance; Monitors own work to ensure quality.

Quantity – Meets productivity standards; Completes work in timely manner; Strives to increase productivity; Works quickly.

Adaptability – Adapts to changes in the work environment; Able to deal with frequent change, delays, or unexpected events.

Attendance/Punctuality – Is consistently at work and on time; Maintains an excellent attendance record; Ensures work responsibilities are covered when absent; Arrives at meetings and appointments on time.

Dependability – Follows instructions, responds to management direction; Takes responsibility for own actions; Keeps commitments; Commits to long hours of work when necessary to reach goals; Completes tasks on time or notifies appropriate person with an alternate plan.

Please e-mail your resume and cover letter to HR at armfay@yesomni.com

 

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