Overview
swbc is seeking a talented individual that supervises the staff and activities relating to the collection and adjustment of severely delinquent accounts to include the handling of the day-to-day staffing and personnel issues exercising discretion and independent judgment with limited supervision.
you’ll love this role because when clients come back and request additional services, you know it’s because they trust in the services provided by your staff!
responsibilities
* supervises the staff and activities involved in providing efficient and effective customer service and collection support in administering of collection calls, interviews for open positions, processes time cards, manages work schedules, and assists in coaching, counseling, disciplining, and resolving personnel related issues.
* oversees and monitors outbound service calls regarding collection calls to ensure quality standards, compliance with policies and procedures, and timely feedback.
* establishes and maintains effective communication with financial institutions to ensure client expectations are being met.
* monitors and enforces quality expectations by reviewing, coaching and counseling representatives on their phone and quality reviews.
* assists in the development of training programs to meet ongoing customer service initiatives by identifying and coordinating training needs.
* monitors and enforces the timely execution of various department activities and maintains workload queues to ensure effective customer service.
* performs other duties as assigned.
minimum qualifications
* high school diploma or ged required.
* minimum five (5) years of call center experience, with preference in telephone collecting and other related duties required.
* minimum two (2) years supervisory/leadership experience.
* ability to lead, direct, and be visible to staff and direct reports.
* ability to coordinate and organize work while meeting and handling multiple deadline processes.
* strong working knowledge of consumer laws and regulations relating to collection.
* strong working knowledge of telephone collecting and/or understanding the processing of delinquent accounts.
* strong working knowledge of the fair debt collection practice act (fdcpa).
* working knowledge of personal computers to include ms word and excel.
* display core leadership abilities: strong planning/organization, motivation, problem solving/conflict resolution, analytical, team building, and interpersonal skills.
* excellent analytical and problem resolution skills.
* able to work under sometimes stressful conditions while maintaining professionalism and enthusiasm.
* able to provide a high level of customer service to customers.
* able to sit for long periods of time analyzing, executing, updating, and validating business reports and/or collection accounts.
* able to travel locally and/or nationally.
additional information
swbc is a substance-free workplace and requires pre-employment drug testing.
to learn more about swbc, visit our website at swbc.com. If interested, please click the appropriate apply button.
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