Collections Supervisor
Collections Supervisor
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Job Description
As an Advanced Loan Servicing Supervisor youll impact the lives of everyday people and help them go from surviving to thriving with innovative digital personal finance solutions. As a Supervisor you will focus on areas of improvement for individual Collections agents and the team as a whole. You will coordinate with peers coaches and other members of leadership to ensure that best practices are followed. You will also be key in developing agents and processes. The supervisor is involved in the training coaching and payroll processes when necessary. Supervisors participate in the ongoing development enhancement and implementation of processes and procedures. The supervisor may also provide backup to existing specialist staff as volumes require.
What youll do:
Provide ongoing and initial coaching and training to new and existing staff
Perform quality assurance reviews on calls emails correspondence and data entry completed by staff
Respond to and resolve borrower complaints
Assist in documenting processes and procedures
Assist in implementation of new processes
Report agent productivity to executives on a regular basis
Ensure that all KPIs for the individual specialists are met
Ensure that all KPIs for the department are met
Prepare and deliver action plans when metrics are not met
Prepare and deliver corrective action when needed
Monitor schedule adherence and attendance for all direct reports
Prepare semi-annual performance reviews
Complete monthly one on ones with direct staff
Review and approve time off requests for team
Review and approve all time cards for team
Span of control of up to 15 Advanced Servicing Specialists
Qualifications :
Minimum of 3-5 years experience in Call Center setting
Minimum 2 years experience in a leadership position
Previous experience in Collections
Excellent communication skills
Ability to meet deadlines and achieve goals
Strong PC skills in the Microsoft product line including: Word Excel and PowerPoint
Prior process improvement track record
Preferred skills:
Bachelors Degree Preferred but not required
Strong verbal and written communication skills for communication with all levels of staff.
Ability to multitask.
Ability to stay organized while working on multiple projects.
Strong knowledge of PC skills in the Microsoft product line including: Word & Excel
Strong knowledge of PC based programs ability to learn quickly.
Additional Information :
Achieve well-being with:
- Hybrid and remote work opportunities
- 401 (k) with employer match
- Medical dental and vision with HSA and FSA
- Competitive and flexible PTO including dedicated volunteer days
- Complete wellness support with access to Virgin Pulse Ginger Health Coaching and fitness discounts
- Up to $5250 paid back to you on eligible education expenses
- Pet insurance for your furry family members
- Financial support in times of hardship with our Achieve Care Fund
- A safe place to connect with other employees through our six employee resource groups
Attention Agencies & Search Firms: We do not accept unsolicited candidate resumes or profiles. Please do not reach out to anyone within Achieve to market your services or candidates. All inquiries should be directed to Talent Acquisition only. We reserve the right to hire any candidates sent unsolicited and will not pay any fees without a contract signed by Achieves Talent Acquisition leader.
Remote Work :
No
Employment Type :
Full-time
Employment Type
Full-time
