Collections Operations Manager- Contact Center

Company Description

Since opening our first self-storage facility in 1972, Public Storage has grown to become the largest owner and operator of self-storage facilities in the world. With thousands of locations across the U.S. and Europe, and more than 170 million net rentable square feet of real estate, we're also one of the largest landlords.

We've been recognized as A Great Place to Work by the Great Place to Work Institute. And, our employees have also voted us as having Best Career Growth, ranked us in the Top 5% for Work Culture, and in the Top 10% for Diversity and Inclusion.

We're a member of the S&P 500 and FT Global 500. Our common and preferred stocks trade on the New York Stock Exchange.

Public Storage is seeking a dedicated and experienced Manager to lead our Collections Program. This role will involve overseeing the internal collections resources as well as providing tactical and strategic direction to multiple vendors to drive performance and efficiencies across all aspects of Collections operations. The position requires collaboration with IT and Field operations to identify opportunities and implement enhancements.  The ideal candidate will bring strategic vision, leadership capabilities, and expertise in collections management to drive results and support the company's financial objectives.

ESSENTIAL FUNCTIONS:

• Manage the administrative and contractual components of BPO partner(s) including invoicing and commission validation.
• Closely work with BPO partners(s) to achieve collection recovery targets and service levels.
• Establish performance metrics and KPIs in collaboration with Care Center senior leaders to monitor and drive performance.
• Maintain regular communication cadence with third-party agencies to review agency and agent performance, discuss overall strategies, handle escalated issues, and provide guidance as needed.

• Prepare and utilize reporting to monitor and evaluate agency performance and recovery rates, provide insights and recommendations to improve revenue

• Analyze current collections processes and recommend improvements to streamline operations, reduce costs, and improve recovery outcomes.
• Work with internal partners on collection efforts, resolving disputes, account discrepancies and providing feedback to improve the overall process
• Review and respond to escalated inquiries from internal and external customers
• Develops, maintains, and updates collections department policies, training materials and departmental standards
• Coaches, develops, mentors and leads direct reports to ensure continuous improvement and achievement of collections goals
• Routinely conduct review of email conversations and call monitoring to ensure consistency in the level of quality of service, identify training gaps and providing feedback to associates
• Other projects and duties as assigned
• Support cross-functional projects as necessary, ensuring alignment with company priorities.

REQUIREMENTS:

• Minimum of 5 years collection management experience
• Minimum of 3 years managing third-party collections agencies is required
• BA/ BS degree preferred
• Effective verbal and written communication skills
• Strong  analytical skills and attention to detail.
• Strong organizational skills and the ability to handle multiple priorities

ADDITIONAL:

• Occasional travel to meet with third-party agencies and attend meetings in Public Storage office locations.

Additional information

One of our values pillars is to work as OneTeam and we believe that there is no replacement for in-person collaboration but understand the value of some flexibility. Public Storage teammates are expected to work in the office five days each week with the option to take up to three flexible remote days per month.

• Our office is based in Plano, east of I75 near E. Park Blvd, just North of Historic Downtown Plano.