Strategic Financial Solutions

  • Director of Operations- Negotiations (Buffalo, NY)

    Job Locations US-NY-Buffalo
    Job ID
  • Overview

    Do relationships matter to you?

    Are you a creative problem solver?

    Are you looking to collaborate, create, innovate and lead?

    Do you believe in servant leadership and care about developing a team? 

    And is your perfect environment one that is fast-paced and takes time to celebrate success?


    If the answers are yes, then when we want to hear from you!


    Strategic Financial Solutions is looking for talented leaders to join our family.  We are seeking a Director of Negotiations in our Buffalo office.  This individual will be responsible for a team of 5-8 Negotiations Managers and a staff of  80-100 Negotiations Specialists. The department focused on building relationships with banks, financial institutions, law firms and collection agencies; while delivering an exceptional client experience through the Negotiation process.  This position reports to our VP of Negotiations and will work closely with senior leadership in all areas of contact center operations, team member coaching/mentoring and departmental recognition initiatives.


    • Engage a team of Negotiations Managers and their direct reports
    • Responsible for staff development, leadership coaching and associate engagement
    • Increase productivity of managers and representatives alike (coach, hold accountable and recognize/reward on KPIs)
    • Ensures that customer satisfaction is achieved through courteous and effective communication, problem solving, and efficient processes
    • Build relationships with external vendors, financial institutions and internal business partners
    • Participate in selection, hiring, learning and development of teams. Assist in New Hire Training Program during observation, classroom and controlled environment, working with trainees on policies, procedures and servicing knowledge
    • Review quality performance measurements and provide input to for coaching performance/action plans as applicable
    • Ensures team consistently follows company policy and procedures
    • Handle real time inventory management and work flows
    • Reviews trends for volume, performance and staffing levels while taking actions to continuously improve performance
    • Help create and maintain a positive department culture through the participation in, and creation of Company culture initiatives
    • Assist in developing and implementing future contact center vision and strategy


    • Experience managing/developing leaders preferred
    • Bachelor’s degree in Communication, Finance, Business preferred
    • Minimum 7 years management experience; minimum 3 years in a contact center environment
    • Ability to prioritize and manage multiple responsibilities
    • Ability to communicate clearly and professionally, both verbally and in writing
    • Extensive knowledge using traditional call center performance systems
    • Superior problem-solving abilities
    • Pleasant, friendly attitude, with an ability to adapt to change
    • Strong listening skills, attention to detail, and decision-making skills
    • Demonstrated ability to work in a fast-paced environment
    • Desire for personal/professional growth and development

    The Fun Stuff

    • Competitive pay
    • Real time recognition leveraging internal social media
    • Monthly Team and facility events, quarterly team building outings and happy hours
    • Daily employee acknowledgement programs such as Cupcake Tuesdays and Wellness Wednesdays
    • Participation in Strategic Dreams program which makes several employee’s dreams come true each quarter
    • Heavy emphasis on training and development through introductory and ongoing training as well as industry/professional training programs

    Check us out on Facebook!


    A Little About Strategic:

    Strategic Financial Solutions is a leading consumer finance company that specializes in helping people that have too much credit card debt. We were recently named the 21st Best Company to Work for in New York by Best Companies to Work For and have been certified as a Great Place to Work 4 times.  Additional honors include being named, two times, as one of the 50 fastest growing companies in New York City and to the prestigious Inc. 500 list as one of the 500 fastest growing companies in the United States.


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