Oversees a company’s process of retrieving money owed to them or one of their clients.
 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