Crescent Bank is looking for a Vendor Relationship Manager who will own the day-to-day relationship, oversight and performance management of our BPO partner(s). This role will be the single point of contact for our BPO, as well as be responsible for assessing capabilities, exploring future offerings, and understanding outsourcing needs. This position will also identify problem areas and coach staff in addressing these issues. Additionally, the Vendor Relationship Manager will be responsible for monitoring, analyzing and reporting on performance and identifying and escalating issues to mitigate risk.
Company Profile:
Crescent Bank began in 1991 as a small New Orleans based community bank. Today, Crescent Bank has a presence nation-wide and is on a mission to leverage technology to provide auto lending and savings access to consumers who may not be served by other traditional banking products.
Crescent Bank prioritizes employee growth and advancement- both as employees and as individuals- through our core values and through the benefits we offer.
Our Core Values include: Be a Team Player, Continuously Improve, Do the Right Thing, Put the Customer First, & Take Ownership
We are proud to offer the following key benefits:
Workplace flexibility for eligible positions
All the insurance programs you’d expect- health, dental, vision, life, disability, + more
Multiple types of paid time off
Retirement program with company contribution
Paid parental Leave
Tuition Reimbursement
Payroll on Demand- access your pay when you need it most.
In this role, you will:
Develop and maintain relationships with BPO, including negotiating contracts and service level agreements (SLAs)
Provide direction, measure performance, establish goals for offshore team members, consistent with Crescent process, procedure and performance expectations
Evaluate vendor performance and conduct regular vendor reviews to ensure compliance with contractual agreements, regulatory requirements and quality standards
Establish collection goals and metrics to ensure portfolio performance
Resolve vendor issues and disputes in a timely and professional manner, escalating as necessary
Collaborate with internal stakeholders, including QA, Collection Managers, and members of management
Establish a robust structure, that allows you to support our partners in achieving success in established KPI goals. This structure will also allow you to quickly address opportunities and build on success.
Provide consistent feedback to our teams such as Training, Collections and Dialer Management.
Consistently evaluate BPO performance by site and LOB, ensuring adherence to all Crescent policy, procedures, and workflows are consistently followed, driving exceptional experiences for our customers.
Monitor market trends and industry best practices to inform vendor selection and management strategies
Present weekly, monthly, and quarterly reports on customer care and collections performance
Keep abreast on industry trends, best practices, and regulations
Collaborate with internal business and technology teams
Analyze performance and operational data to identify trends
Compliance with company policies, procedures, and regulatory requirements, including the Fair Debt Collection Practice Act.
Transaction testing and auditing of BPO
Site visits to perform onsite testing and coaching
Additional Position Responsibilities:
Additional responsibilities will be assigned based on business needs.
Travel, up to 30% may be required - Flexibility and willingness to travel - International Travel required, at minimum, quarterly but can increase based on business needs.
Qualifications:
Bachelor’s degree in finance, management, or related field preferred.
Minimum of 2 years management experience, in vendor management, in a call center environment, preferably in collections
Strong coaching and leadership skills
Proficient in MS Office: Word, Outlook, and Excel
Strong written and oral communication skills.
The ability to adapt to change easily.
Ability to take ownership for meeting individual, team and departmental goals
