Supervisor, Collections Operations

POSITION OVERVIEW

Collections LOB primary responsibility is to collect unpaid debts on delinquent loans and provide general servicing assistance to members with an unsecure/secure personal, via outbound and inbound phone calls. This role entails managing a team of agents and ensuring team results align with the company's goals and objectives while delivering high quality results. The collections supervisor role is responsible for the day-to-day activity and development of a group of agents within a call center environment. This position requires a high degree of leadership, coaching and development skillsand problem solving.

RESPONSIBILITIES

· Monitor and evaluate individual and team performance against objectives and set clear expectations for the team through ongoing coaching and development discussions.

· Developing and implementing strategies that lead to the accomplishments of KPI targets, all in compliance with applicable regulations.

· Servant leadership to improve the process and team to ensure the highest level of support and quality from start to finish.

· Works closely with the operations Sr Supervisor to ensure overall adherence to corporate policies and procedures.

· Will process and manage all aspects of how the team handles their calls and take calls when necessary.

REQUIREMENTS

· Bilingual in English and Spanish is required.

· High school diploma

· Effective communication skills, in a verbal and written form.

· Availability to work from site from the Leon Mulza location. Work from home is also available on a hybrid mode alternating home and site presence. This is subject to recall based on business needs.

· Full-time availability including weekends, holidays, and rotating morning and afternoon shifts.

· Collections experience is preferred.

REQUIRED KNOWLEDGE:

· Proficiency with CRM software, and strong typing skills.

· Proficient in Microsoft Office applications (Microsoft Outlook, Word, Excel, and PowerPoint).

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