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Purpose Financial · 2 weeks ago

Supervisor, Collections (Remote)

United States

Full-time

Remote

Mid, Senior Level

3+ years exp

Purpose Financial, Inc. is an innovative consumer financial services company that offers a diverse suite of credit products. The Collections Supervisor is responsible for developing a team of professionals to handle outbound/inbound customer transactions, motivating agents to meet KPI goals, and managing Dialer Operations while ensuring compliance with company processes.

CommunitiesFinancial ServicesProfessional Services

Responsibilities

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

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

Qualification

Collections experienceCall center operationsTeam managementAnalytical skillsNegotiation skillsProblem resolutionCommunication skillsAdaptability

Required

Bachelor's degree preferred, or the equivalent combination of education and experience

Candidate should have 3+ years of Collections experience with 1+ years of managing collection teams and call center operations

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

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

Must be eligible to work in the USA and able to pass a background check