JOB SUMMARY
This position reports to the Collections Manager, Collections Supervisor is responsible for developing a team of professionals to handle outbound/inbound customer transactions related to the Purpose Financial businesses. This would include but not limited to:
· Driving and motivating agents to meet/exceed KPI goals.
· Monitor employee adherence; attendance and non-productive time.
· Monitoring and managing Dialer Operations
· Problem resolution and escalated calls
· HR Related competencies including some disciplinary actions and performance reviews.
JOB RESPONSIBILITIES
The Collections Supervisor supports the delinquent portfolio of the Purpose Financial Businesses. The Supervisor will follow process and procedures to remain compliant while supporting all entities of the company. This includes providing consistent coaching and development to staff including:
· Manage a team of collections professionals (team lead(s) and collectors) to include, but not limited to, motivating a team to reach/exceed performance goals, reporting, and controlling expenses.
· Mentor and lead a team of collection agents and leads. This includes regular call reviews followed by feedback and coaching sessions, as well as working directly with the QA department to deliver coaching’s as required.
· Work with the Quality Assurance (QA) Administrators to calibrate the QA team as well as call quality expectations.
· Manage daily, weekly, and monthly staffing and production KPI’s and SLA’s.
· Monitor issues and trends daily, weekly, monthly and use analyzation reporting to support the team and any business initiatives.
· Coordination, direction, and closure of escalated customer issues.
· Maintain the department collection goals for delinquent, default and charged off customers by managing reports and corporate collection process.
· Flexibility and ability to manage multiple tasks.
· Assist Collection Manager with interviewing and hiring employees. Train and evaluate employees to enhance performance, development, and knowledge of the business.
· Drive daily motivation for staff and concentrate on keeping the teams consistent and productive.
· Mentor and develop the Team Leaders.
· Develop, implement, and maintain systems, procedures, and policies for collection staff.
· Motivate and Drive staff to meet and exceed Coll goals and initiatives; daily, weekly, monthly.
· Monitor and assist with the management of scheduling/adherence for the Team Leads and collectors.
· Develop and create new concepts to improve efficiencies and overall production levels.
· Drive deadlines to meet objectives and expectations of monthly and quarterly goals.
Equivalent Education Level Required: Bachelor’s degree preferred, or the equivalent combination of education and experience.
Experience Required: Candidate should have 3+ years of Collections experience with 1+ years of managing collection teams and call center operations.
Knowledge Required: Excellent written and verbal communications skills; adaptability and flexibility to changing environment; and comfortable working in a dynamic, high volume, fast-paced environment. Proficiently operate all business-related computer programs required to complete job functions; ability to interact professionally and exhibit exceptional negotiation skills. Must possess ability to lead both in authority and influence across the department and the organization as the lead operator for central collections. Must have strong analytical and critical-thinking abilities to assess, interpret, and act on data. Possesses knowledge of speaking to audiences of various levels of an organization. Can present information concisely with precision and data-driven decisions or recommendations. Ability to understand and ensure compliance with policies, procedures, and laws governing our industry/business and products.
Physical Requirements: Sitting for long periods of time; standing occasionally; walking; bending; squatting; kneeling; pushing/pulling; reaching; twisting; frequent lifting of less than 10 lbs., occasional lifting of up to 20 lbs.; driving and having access during the workday to an insured and reliable transportation; typing; data entry; grasping; transferring items between hands and/or to another person or receptacle; use of office equipment to include computers; ability to travel to, be physically present at, and complete the physical requirements of the position at any assigned location.
Travel: Less than 10% of travel required.
Attire: Business Casual
Other: Must be eligible to work in the USA and able to pass a background check.
Job Type: Full-time
Pay: From $20.00 per hour
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Employee assistance program
- Employee discount
- Employee stock purchase plan
- Flexible spending account
- Health insurance
- Health savings account
- Life insurance
- Paid time off
- Referral program
- Vision insurance
- Work from home
Schedule:
- 8 hour shift
- Weekend availability
Work Location: Remote
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