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Dispute Resolution Group Manager Job Description

Job Category Collections Job Location Troy, Michigan

About Us

We are more than a specialty finance company providing debt recovery solutions for consumers. We are a global team of over 4,000 employees whose daily mission is to empower consumers to begin their path towards financial recovery and build a better life for themselves and their families. We know that the only way to support this mission is by hiring exceptional people who bring a diversity of ideas, a collaborative spirit, and a passion for attaining breakthrough results.  If you are results-driven, have a passion for helping others, and thrive in an innovative environment, this might be the right place for you!

The Group Manager is responsible for managing and achieving business results through a team of CSS Specialists. This position includes being responsible for all aspects of performance management (setting expectations, observing, coaching, counseling, and rewarding), performance metrics and tracking, and supporting an engaged and collaborative team environment. The Group Manager is also responsible for ensuring proper documentation and compliance with company policy, documentation procedures and FDCPA.

Communicate and reinforce company goals, policies, practices, values and initiatives in a way that helps CSS Specialists understand their contribution and accountability to the success of the organization. 20%

Drive business results through the active mentoring, managing and coaching of specialists to drive consistent achievement of operational goals based on reporting analysis, observation and monitoring. 40%

Identify opportunities for process improvement in operational / company procedures and participate on ad hoc project teams; acts as a subject matter expert by demonstrating technical knowledge and skills critical to the business and serves as first contact for escalated calls from customers. 5%

Management of direct reports (reporting to the role) 7-14 20%

Other duties as assigned. 5%

Proactively monitor daily / weekly operational statistics and reporting trends / variances to inform management of potential trends, issues and opportunities. 10%

Required: Bachelor

Preferred: Bachelor; Economics or Finance related major


Required: English


Required: Minimum 2 years supervisory experience. Strong analytical skills.

Preferred: 1+ years of collections or customer service. FDCPA, finance industry knowledge, knowledge of dialer systems. Access, tracking and reporting tools / systems. Negotiation skills.

What We Offer

We understand the important balance between work and life, fun and professionalism, and corporation verse community. We strive to support your career aspirations and provide the benefits you need to live a more fulfilling life.

Our compensation and benefits programs were created with an 'Employee-First Approach' focused on supporting, developing, and recognizing YOU.  We offer a wide array of wellness and mental health initiatives, support volunteerism, and environmental efforts, encourage employee education through leadership training, skill-building, and tuition reimbursements, and always strive to provide promotion opportunities from within.

All these things are just a small way to show our employees that we recognize their value, we understand what is important to them, and we reward their contributions.

Encore Capital Group and all of its subsidiaries are proud to be an equal opportunity employer and value diversity at our company. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, or disability status. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application and/or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation at

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