Collections Sr Supervisor
Supervises a medium size centralized collection unit typically up to 25 Collectors and other clerical support staff. Types of accounts vary between minor/ major or early/late stage. Oversees the operation of computerized collection systems and the recording of all required information. Uses discretion to develop and implement policies and procedures to provide for more efficient collection processes. Addresses variable collection issues with potentially broader business impact. Utilizes In-depth knowledge of various skip tracing tools. Influences department collection decisions through advice, counsel, facilitating services to others or through joint accountability for volume, quality and timeliness of end results. Applies good understanding of procedures and concepts within own area and a basic knowledge of how own area integrates with other areas. Evaluates subordinates' performance and makes recommendations for pay increases, hiring, terminations and other personnel actions. Makes evaluative judgments to solve problems based on analysis of factual information; resolves problems by identifying and selecting solutions through the application of acquired technical experience and guided by precedents. Ensures the quality of tasks provided by self and others on team. Impacts the team and closely related work teams by influencing decisions through advice or facilitating services; accountable for end results. Developed communication to exchanges ideas and potentially complex/sensitive information. May act as backup for manager. Manager will need to be flexible in hours of operation including possible evening and weekend shifts with potential for work at home down the road.
Qualifications Education and Experience - BS/BA degree or equivalent combination of education/experience
- Call center or production management experience
- Strong understanding of people/performance management
- Familiarity and understanding of financial industry preferred
- Prior Experience in collections (preferred)
Management Skills
- Ability to make sound decisions that reflect good judgment
- Exceptional performance management abilities
- Experience driving Customer Satisfaction
- Ability to collaborate, build relationships and work across the organization in a multi-site matrix operations environment
- Demonstrated success driving organizational change with a track record of innovation
- Ability to work a flexible schedule to include nights and weekends
Technical Skills - Strategic thinking skills and focus on bottom-line results
- Strong PC skills (Microsoft Office)
- Project management experience preferred
- Prior Collections experience strongly preferred
