Job Description

Job Location: Mexico Location - Guadalajara, JA 44610
Salary Range: $40,000.00 - $45,000.00 Salary/monthAre you ready for your DREAM VACATION? Join the ResortCom Family to make that DREAM come true!
At the Employer of Choice, a complimentary week at one of our managed resorts for you and your family is THE STANDARD!
Employees know ResortCom is a great place to work, because we care about our employees, work hard for our success, and value diversity and culture.
We strive to be better than our competitors, and to distinguish ourselves through our performance. Whether you’re providing the ultimate guest experience for one of our spectacular resorts or building your career within one of our many corporate disciplines, a career with ResortCom is like no other!
We are currently looking for Collections Assistant Manager to join our Resortcom family!
Daily tasks of a Collections Assistant Manager Includes:
- Monitor real-time performance metrics including calls, payments, promises to pay, and conversion rates, reporting findings to management.
- Support the rollout of new campaigns, strategies, and client requirements as directed.
- Provide structured daily guidance, coaching, and corrective feedback to collection agents and leadership staff.
- Enforce policies, procedures, schedules, and performance expectations consistently.
- Ability to lead with authority, set clear expectations, and hold leaders and agents accountable for results and behavior.
- Hire, train, and develop staff within the Loan Services department, supporting up to 40 employees, including Supervisors and Team Leads.
- Oversee the daily workflow and provide on-floor support to leadership roles to ensure consistent and effective management communication and coverage.
- Lead performance management efforts including regular 1:1 meetings, coaching, mentoring, and performance reviews for direct reports and leadership team.
- Monitor collection performance metrics (payments, promises to pay, call quality, etc.) and develop action plans to address performance gaps.
- Partner with internal teams across divisions to support integrated business operations.
- Partner with Workforce Management to ensure proper staffing and scheduling.
- Implement and enhance processes and Standard Operating Procedures (SOPs) to improve efficiency and effectiveness of loan collection operations.
- Collaborate with the QA and Training teams to ensure effective onboarding of new hires and address ongoing training needs. Responsible for preparing and maintaining comprehensive training agendas.
- Review and analyze department performance, produce reports, and provide recommendations for improvements.
- Respond to escalated client or member issues, ensuring timely and professional resolution while maintaining a high standard of customer service. This role also includes active participation in client meetings as needed.
- Uphold the integrity and professionalism of the department while fostering a positive and respectful work environment. Active participation in all company events is required.
- Keep the Loan Services Manager informed of any operational issues, emergencies, or notable opportunities within the team.
- Conduct weekly one-on-one meetings with the Loan Services Manager, coming prepared with all relevant reports and data for review and discussion.
- Assist in special projects and initiatives assigned by leadership which included but is not limited to: spot escalations, accounts review, outbound calls, refinance, data analysis, and more.

Qualifications

Required Education and Experience
- Bachelor's degree or equivalent experience
- Prior 3-5 years Manager experience required
- Bilingual in English and Spanish, both written and spoken.
- Excellent communication and interpersonal skills, with the ability to foster strong relationships with both internal teams and external clients.
- Ability to work under pressure and independently, maintaining consistent communication with leadership located remotely.
- Proven experience in collections, loan servicing, or financial operations within a call center or customer service environment
- Proficiency in using collection software, CRMs, and Microsoft Office Suite (Excel, Word, Outlook).
- Must be comfortable managing long-distance communications and collaborating effectively with headquarters and clients located in different time zones.
- High level of organization, accountability, and ability to multitask in a fast-paced environment.
- US visa is a requirement for client visits, training and corporate meetings

Preferred Education and Experience
- Prior experience working with cultural diversity
- Strong leadership and people management skills with the ability to develop and inspire large teams.
- High level of organization, accountability, and ability to multitask in a fast-paced environment.