Supervisor - Customer Service

Supervisor – Customer Service

6+ years’ experience in finance, collections, customer service, or a related industry
Previous management experience or current participant in our internal management training series
Managerial skills including strong organizational, communication, and leadership skills
Ability to train and motivate employees
Ability to manage data to maximize work efforts
Excellent overall computer skills
Short learning curve

Responsible for maintaining a staff of approximately 15 employees
Provide guidance and leadership and mentor staff to develop and reinforce skills and effectiveness
Monitor inbound call production and performance results
Ensure staff stays within defined production expectations (e.g., inbound call loop, etc.… )
Correct errant activity and provide feedback, when appropriate
Track daily results of work efforts to ensure required levels of production and efficiency are achieved
Address employee relations issues with staff as necessary
Assist the audit department by performing random sample audits of account records
Supplement the efforts of our Audit Staff by randomly monitoring live calls as needed
Monitor auto-dialer campaigns and collectors’ manual calling efforts
This individual must be flexible and able to work different hours/shifts, if needed
Must be a good motivator, self-driven, and willing to do what it takes to ‘get the job done’
Cross-train in different departments (loan servicing, performing, consumer etc.)
Monitor reports and reviews for the cross-functional areas (loan servicing, inbound, performing, consumer)
Oversee phone skills and toll-free numbers
Monitor Paid Time Off (PTO) for team in coordination with the work schedule
Monitor daily reports and send out daily report updates to the team
Performs related duties as assigned by supervisor

No preferred qualifications provided.