- Supervises, coaches, monitors, motivates, advises and provides feedback to Collection Department staff to ensure day to day activities are being handled as needed.
- Ensure staff is meeting production goals, complying with company standards and federal collection laws.
- Assist staff with collection activities in difficult cases, handle escalated calls and listen to calls to ensure that staff is setting proper expectations and utilizing collections efforts appropriately and judiciously.
- Participates in interviewing, selection, and coordinating training for new employees.
- May supervise and coordinate activities of clerical workers in related activities.
- Evaluates employee performance, administers discipline, and maintains proper records.
- Reviews employee e-time entries, approves overtime and time-off requests, and coordinates employee work schedules to ensure adequate staffing.
- Provide technical, advisory, and moral support to the department to ensure both positive customer and team member experiences.
- Recommends new approaches to drive continuous improvement.
- May contact client on file related matters.
- Complete all required training applicable to assigned position.
- Additional duties as requested or required.
- Associate's Degree from college or technical school or an equivalent combination of education, training, and experience.
- 2+ years' experience in managing a collections call center environment or service operations field with progressive levels of responsibility.
- Collections experience; professional telephone skills, lead and direct the work of others.
- Strong communication skills, both oral and written.
- Strong interpersonal skills, high energy level and positive attitude.
- Knowledge of applicable collection laws.
- Proficient skills in Microsoft applications which include Word and Excel.
- Competitive salary based upon experience
- Paid Time Off (PTO) - 16 days annually + 8 Company paid holidays
- Bilingual is a plus (Spanish Speaking)
- Competitive benefitsMedical, Rx, Dental, Vision, Life, and Disability Insurance after 30 days and 401(k)
- Promotional opportunities from within the firm
- Employee Perks Available from Verizon, Car Dealerships, Local Movie Theaters, Theme Parks, etc.
- On site "Bistro To Go" vending and fresh foods available
- Free parking
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Description
The Supervisor is responsible for supervising and coaching a team to provide excellent customer satisfaction for internal and external customers. Responsible for resolving customer issues, meeting or exceeding department performance metrics, and supporting customer and employee retention.
Responsibilities/Duties/Functions/Tasks:
