Law Office Of Blatt, Hasenmiller, Leibsker & Moore Llc Work Values

Daily Duties at Law Office Of Blatt, Hasenmiller, Leibsker & Moore Llc:

Manage daily production and monitor activities of 45-50 employees including 3 supervisors, 3 team leads and 1 dialer administrator. Effectively handling escalated calls from consumers, clients and attorneys (typically the escalated call was either a complaint or was someone trying to get a better settlement deal from us) Researching and responding to complaints (This typically entailed pulling and listening to the call(s) that took place. At times I would listen to the call with the complainer if I did not agree with their interpretation of what took place during the call. Review settlement proposals which were below the collector, supervisor and attorney's settlement authority (when doing so, I reviewed the entire file so that I could make a decision based on the facts of the file). The lowest settlement I ever approved was for 5% of the balance which was questioned by the client but after a review of the facts the client agreed with my decision. Creating and maintaining collection department training, policies and procedures (the training material was created in powerpoint and was developed to keep the collectors attention. The material included many sample phone calls and included tests both during and after the training). Overseeing the training and monitoring program to ensure all collection employees are in compliance with all policies and procedures (during score card reviews if an employee did not score 100% on a call the call was played for the collector and reviewed. Each month we held call calibration sessions with the supervisors and leads to ensure that we were all scoring calls the same way. Any dispute with the way a call was scored was escalated to myself). Ensuring that the collector score cards are up to date and that key performance indicators are relevant (We scored our collectors by the number of calls they took in comparison to the rest of the department, Right party contact rate, total number of promises, total number of settlements and total average of the settlements, Break, wrap-up and "off dialer" time, total average monitor score (collector must average a score of over 80% to qualify for bonus), NSF rate and dollars collected. Ensure compliance of all federal and state laws (FDCPA, TCPA, HIPAA, FCRA, SCRA, FACTA, UDAAP, and TILA) Forecast collection results to clients and to management (I provided a weekly forecast to the owners and provided several clients with weekly and monthly forecasts (I told them what we would collect for that week or for that particular month). Kept collectors sharp and motivated through the use of collection contests (we held daily, weekly and monthly contests to help drive a certain behavior. The contests typically were meant to drive collections for a certain client but we also did contests to test the collectors knowledge and to drive higher monitor scores or higher settlement rates). Ensure compliance with client work standards. Responding to client audit questionnaires. Assisted with client audits (I would usually do the file review section of the audit which I still do in my current role). Writing and administering employee performance reviews. Approving Discipline, including termination of employment.

What they like about Law Office Of Blatt, Hasenmiller, Leibsker & Moore Llc:

The social vibrance of a hiring firm is very important to you. Your ability to make and maintain friendships there is a critical part of your decision. You would likely be dissatisfied with a workplace that is quiet, cold, or otherwise not particularly social. When you investigate a new hiring company, ask recruiters, managers, and potential co-workers about the social life and opportunities there. This is especially important when you are relocating; moving dramatically alters your social sphere both inside and outside the workplace.

Tags

Collection Manager, Audit, Call Center Management, Dialing Systems, Negotiations, Foreclosure Management, Federal Regulations, Regulatory Compliance, Call Escalations, Team Leadership/Motivation, Reporting, Legal Collection Management, Collection/Banking Laws, Training/Development, Goal Setting, Client Relations

Skills

These are some of the questions we asked our climbers about their experiences with Law Office Of Blatt, Hasenmiller, Leibsker & Moore Llc: