The Delinquency Manager is responsible for leading all staff and overseeing the daily operations of delinquency processing. This role includes managing team performance, ensuring the timely and accurate execution of delinquency workflows, and overseeing key initiatives related to platforms such as C3, WorkPoints, and the Delinquency Portal. Serving as the principal point of contact for branch leadership, corporate stakeholders, and CSSC leadership, the Delinquency Manager also functions as a key liaison to cross-functional and technical teams engaged in delinquency-related activities. The ideal candidate will demonstrate strong operational expertise including systems management, cross-departmental collaboration, and a commitment to continuous process improvement.
Requirements:- Provide strategic leadership, direction, and mentorship to the Delinquency team to ensure operational efficiency and effectiveness.
- Oversee the training and ongoing support of staff in all aspects of delinquency processing specific to community associations.
- Collaborate with internal departments, including the Billing Manager, Accounts Receivable leadership, and General Ledger Portfolio Accountants.
- Ensure timely and accurate processing of all delinquency-related files, data, and transactions in accordance with established protocols.
- Evaluate team performance through continuous feedback, coaching, and structured development plans, ensuring alignment with organizational standards and goals.
- Lead talent acquisition efforts for the department, including interviewing, hiring, and administering performance management and corrective action as needed.
- Drive the execution and delivery of system-related projects and enhancements, including initiatives involving C3, WorkPoints, and the Delinquency Portal.
- Continuously assess operational workflows and identify opportunities for process improvement to enhance productivity, accuracy, and service delivery.
- Execute additional responsibilities and participate in special projects as assigned by leadership.
- Other duties and projects as assigned
- Knowledge of Generally Accepted Accounting Principles (GAAP) and Association of Certified Public Accountants (AICPA) guidelines.
- Able to interpret and apply industry-related law.
- Demonstrated process improvement or project management experience.
- Proficiency in Microsoft Office Suite (Word, Excel, Outlook, Teams).
- Experience with Power BI or comparable data visualization tools preferred.
- Exceptional supervisory skills in both people and process management
- Strong organizational, time management, and project management capabilities.
- Proven ability to prioritize and manage multiple tasks in a fast-paced, high-volume environment with a strong attention to detail.
- Excellent written, verbal, and interpersonal communication skills with a professional demeanor.
- Ability to effectively de-escalate and resolve sensitive or complex customer issues.
- Customer-focused mindset with a proactive and solutions-oriented approach.
- Sound judgment and decision-making skills, balancing client needs with business goals.
- Working knowledge of C3 and the Delinquency Portal, including business rules and functionality.
- Solid understanding of internal policies, procedures, and best practices.
- Analyze system functionality and processing to identify gaps and implement improvement strategies.
- Adaptability and a positive attitude toward change and organizational growth.
Education and Experience:
- Bachelor's degree in business, accounting, or a related field preferred or minimum 5 years relevant experience in collections, accounting operations, or a similar environment.
- Minimum 3 years supervisory experience
- Prior leadership experience in a shared services or centralized accounting environment is strongly preferred.