POSITION OVERVIEW 

Collections LOB primary responsibility is to collect unpaid debts on delinquent loans and provide general servicing assistance to members with an unsecure/secure personal, via outbound and inbound phone calls. This role entails managing a team of agents and ensuring team results align with the company's goals and objectives while delivering high quality results. The collections supervisor role is responsible for the day-to-day activity and development of a group of agents within a call center environment. This position requires a high degree of leadership, coaching and development skills and problem solving. 

RESPONSIBILITIES  

·         Monitor and evaluate individual and team performance against objectives and set clear expectations for the team through ongoing coaching and development discussions.  

·         Developing and implementing strategies that lead to the accomplishments of KPI targets, all in compliance with applicable regulations.  

·         Servant leadership to improve the process and team to ensure the highest level of support and quality from start to finish. 

·         Works closely with the operations Sr Supervisor to ensure overall adherence to corporate policies and procedures.

·         Will process and manage all aspects of how the team handles their calls and take calls when necessary. 

REQUIREMENTS

·         Bilingual in English and Spanish is required.

·         High school diploma

·         Effective communication skills, in a verbal and written form.

·         Availability to work from site from the Leon Mulza location. Work from home is also available on a hybrid mode alternating home and site presence. This is subject to recall based on business needs. 

·         Full-time availability including weekends, holidays, and rotating morning and afternoon shifts.

·          Collections experience is preferred.

REQUIRED KNOWLEDGE: 

·         Proficiency with CRM software, and strong typing skills. 

·         Proficient in Microsoft Office applications (Microsoft Outlook, Word, Excel, and PowerPoint).