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Radius Global Solutions LLC · 1 day ago

Financial Care Supervisor (Intuit Sales)

Jacksonville, FL, US

Full-time

Onsite

Entry, Mid Level

$39K/yr - $39K/yr

2+ years exp

Radius Global Solutions LLC is seeking a Financial Care Supervisor to oversee a team of Financial Care Agents. The role involves managing escalated issues, ensuring performance goals are met, and providing training and development for team members.

Outsourcing

Responsibilities

Supervise a team of Financial Care Agents

Monitor agent’s arrival and departure times and breaks, and review and approve timekeeping for the team

Work with agents to answer questions and to help them reach their collections and customer experience goals

Provide on-going training and development for Financial Care Agents and ensure systems training is completed timely

Take team calls as needed and handle disputes and escalation calls

Manage incentive programs under the direction of leadership

Communicate in a professional manner with consumers, co-workers, and clients

Monitor agent adherence to all Federal, State and Local Laws and regulations

Hit or exceed given performance goals for assigned accounts

Maintain daily priorities on work desk

Make appropriate decisions in accordance with Company policy for resolving each assigned account issue

Cooperate with peers and management in a team environment

Regularly assess agent performance and address any deficiencies through coaching and progressive discipline as necessary

Document accounts and Company forms correctly

Conduct monitoring of agent calls and hold call calibration sessions and coaching with agents, if applicable

Uphold and model Company policies and procedures

Keep up-to-date knowledge, understanding, and compliance with all Federal, State, and Local laws and regulations, with functional area (including FDCPA laws and state laws) to ensure compliance with all state and federal regulations and with Company policies and procedures

Maintain regular attendance and timeliness which are required due to the production-based nature of the business and client requirements

Provide proactive feedback to management concerning potential problems and recommendations for improvement

Recommend process improvements for efficiencies and best practices

Adhere to all Company, Client and Consumer confidentiality and security policies and procedures

Qualification

Supervisory experienceCustomer service experienceCollection experienceProficient computer skillsCommunication skillsEthical judgmentProblem solving skillsNegotiating skillsAttention to detailSelf-starter

Required

High School Diploma or General Educational Development (GED) certificate

Two or more years of applicable customer service or related experience

Six or more months of collection experience

Prior supervisory experience, or the proven ability to successfully display supervisory skills

Proficient computer skills, including utilization of computerized software programs, MS Office products, spreadsheets and automated systems

Excellent customer service skills, including strong problem solving and negotiating skills, interpersonal, written, and oral communication skills. Ability to listen, communicate (written and verbal). Close attention to detail

Ability to work independently, self-starter, energetic, demonstrate good common sense, ethical and sound judgment

Must adhere to all Company, Client and Consumer confidentiality and security policies and procedures