Recovery Program Coach

Company: Afni, Inc.
Location: Tucson
Posted on: January 15, 2022

Job Description:

Afni is hiring a Recovery Program Coach who is responsible for entry level supervisory duties and the support and development of collectors. The incumbent will be responsible for executing current recovery strategies and bringing forward any enhanced solutions to help influence the attainment of department and team goals. This position will be responsible for leading / participating in client calibrations, quality related coaching and providing feedback.

What you will be doing:
Utilizes the Afni Coaching Model (ACM) to perform trend and root-cause analysis of both individual and team performance, formulates recommendations and action plans. Provides ongoing training for performance improvement.
Reviews and takes action, as appropriate, to daily reports received and continually monitors productivity and proper execution of calls to ensure client accounts are worked timely in accordance with contractual agreements and strategies.
Performs supervisory functions that include the mentoring and motivating of collectors as well as addresses any attendance or scheduling challenges. Prepares and delivers informal and formal counseling on job performance, behavior and quality issues.
Reports performance results for assigned project team of representatives. Prepares appropriate documentation for quarterly and annual reviews.

Job Requirements:
What you will need: High school diploma required. Post-secondary education preferred.
2-3 years of relevant collections experience preferred.
ACA/PCS certification is preferred.
FDCPA training / certification is required.
Ability to understand / enhance the strategies to obtain individual / team goal attainment.
Demonstrated knowledge of KPI's / metrics and a basic understanding of RM's gross profit drivers of the projects supported.
Proficient with Microsoft Office products.
Demonstrated oral and written communication skills.
Proven leadership, motivational and creative problem solving skills.
Strong organizational skills.
Ability to handle multiple tasks and work with shifting deadlines.
Ability to adjust to hours as needed including evenings and weekends.

Keywords: Afni, Inc., Tucson , Recovery Program Coach, Education / Teaching , Tucson, Arizona