Sr. Manager, Digital Collections

Octane® is revolutionizing recreational purchases by delivering a seamless, end-to-end digital buying experience. We connect people with their passions by combining cutting-edge technology and innovative risk strategies to make lifestyle purchases - like powersports vehicles, RVs, and OPE - fast, easy, and accessible.

Octane adds value throughout the customer journey: inspiring enthusiasts with our editorial brands, including Cycle World® and UTV Driver®, instantly prequalifying consumers for financing online, routing customers to dealerships for an easy closing, and supporting customers throughout their loan with superior loan servicing.

Founded in 2014, we’re a remote-first company with 550+ employees and over 30 OEM and 4,000 dealer partners.

We are searching for a Sr. Manager, Digital Collections to join our team.  Reporting to the Sr. Director of Servicing Strategy and Infrastructure you will manage the Servicing Team’s digital collection and telephony system.

The Sr. Manager of Digital Collections is responsible for the daily oversight of our call center tools, namely FICO CCS for omni channel collections and LiveVox as the telephony system. In this role, you would manage the operational effectiveness and improve the utility of these digital tools, ensuring platforms comply with all state and federal collection regulation. This position will work closely with the Risk team to ensure strategies are implemented as designed, operate correctly. Additionally, you would explore opportunities to improve digital collection platform workflows and customer experience.

Responsibilities:

• Manage day to day administration of call center platforms to ensure that short and long-term call objectives and service levels are met.
• Manage CCS & LiveVox platform processes and business rules to ensure Risk derived strategies are consistently and reliably executed.
• Manage CCS & LiveVox operational data flows to ensure timely and accurate reporting.
• Design and build (within CCS/LiveVox reporting suite, or using imported data) insightful and actionable platform performance reporting as the basis for improved platform utility and productivity.
• Produce a functional CCS BCP plan and be accountable for recovery activities, if triggered.
• Design (incorporating process mapping) and build operating risk control reporting, specifically ensuring full compliance to collection laws such as digital opt-out requirements.
• Build out a digital collections customer complaint tracking process and ensure learnings are surfaced to Senior Leadership.
• Define Chat and Web Portal operations and customer experience improvement strategies.
• Coordinate with Data and Product teams with API and other integration points of modern contact center solutions.

Qualifications & Requirements:

• Bachelor's Degree Preferred
• 2+ years experience in Dialer Administrator role. LiveVox experience, a plus.
• 5+ years of Call Center Experience
• 2+ years experience in omni-channel digital collection strategy.
• Direct experience working with IVR, Dialer, Call Campaigns, Skill based routing, Scripting, and Reporting functionality.
• SQL experience, a plus.
• Strong technical writing and workflow diagram skills
• Knowledge of API/flat file data flows.

Compensation: The role described above offers a base salary of $77, 600 to $95,000.  Your offer will be based on the alignment of your qualifications with the requirements of the job and internal equity.  In addition to the above-mentioned salary, Total Rewards include a stock option package, and benefits as outlined below.

Benefits:

• Robust Health Care Plans (Medical, Dental & Vision) 
• Generous Parental Leave
• Up to 5 weeks time off (self managed) 
• Retirement Plan (401K) with company match
• Educational Assistance/Tuition Reimbursement up to $3K/year
• Life Insurance (Basic, Voluntary & AD&D)
• Short Term/Long Term Disability
• Robust Ancillary benefits including accident insurance, hospital insurance etc. 

 Disclaimer:  The above statements are intended to describe the general nature and level of work being performed by associates assigned to this classification.  They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified.  All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed.

Octane Lending is an equal opportunity employer committed to providing equal employment opportunity without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, or any other protected status with respect to recruitment, hiring, promotion and other terms and conditions of employment

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