Job Description
Title: Collections Supervisor
Location: Tempe, Arizona; Chadds Ford, Pennsylvania; Coppell, Texas
Remote
This Collections Supervisor position will be primarily responsible for assisting the Loan Servicing Manager with back-end collections; overseeing the workflow in their respective areas to manage inbound call servicing, outbound call production, promise conversions, delinquency, and roll rates; managing outbound call efforts through preview and predictive dialers and manual dialing attempts; provide process-specific feedback and coaching to each of his/her associates to improve the performance of the team.
What is a day in the life at Flagship as a Collections Supervisor?
- Lead a group of 10-15 Collection Specialists who will communicate with customers by telephone and written communication to collect on 1 to 120 days past due accounts.
- Review team activity, identify trends, and assess team effectiveness in order to achieve departmental goals
- Lead by example to improve performance and behaviors of the team
- Coach and counsel staff for peak performance. Address and resolve issues of poor performance or unacceptable behavior. Work to determine the best approach to resolve an employee problem
- Work to determine the best approach to resolve an internal or external problem
- Assist team members with escalated calls and daily operational duties
- Monitor calls and review account activity with team members
- Ensure internal policies and procedures and all governmental regulations are consistently applied and adhered to by team members
- Assist management with employee development including training and mentoring, writing performance reviews, counseling, and participating in corrective action meetings
- Analyze, suggest, develop and implement procedural changes to improve efficiency and productivity
- Document and resolve customer complaints
- Manage team attendance and scheduled absences to ensure proper staffing levels are met
- Manage timecards in accordance with Company guidelines
- Recommend and assist in the implementation of procedural changes to improve production and efficiency of operations
- Perform various additional tasks as assigned
- Must be able to work a flexible schedule
About you:
- Required: High School Diploma or equivalent
- Preferred: College Degree
- Required: Minimum of one year of experience in a supervisory/management position
- Preferred: One or more years of experience in a call center supervisory/management position
- Demonstrated ability to effectively negotiate and manage through conflict
- Comprehensive knowledge of collection and repossession laws on the federal, state, and local level
- Show a high level of personal accountability and ownership for work performed
- Excellent verbal and written communication skills, along with active listening skills to achieve goals
- Outstanding interpersonal skills
- Strong analytical, organizational, and time management skills
- Driven and motivated by a fast-paced environment and have a willingness to learn and be challenged by continual professional development
- Must be able to manage constructive criticism in a positive manner
- Ability to work in a fast-paced environment and help to lead change through the organization
- Strong PC skills, specifically Microsoft Office – strong