Collections Supervisor

3 weeks ago

Tempe, Arizona, United States Achieve Full time

Job Description
The is responsible for providing support to the Advanced Servicing staff, while ensuring that performance and productivity standards are achieved. The supervisor will focus on areas of improvement for individual agents and the team as a whole. They will coordinate with peers, coaches, and other members of leadership to ensure that best practices are followed. They will be key in developing agents and processes. The supervisor is involved in the training, coaching and payroll processes when necessary. Supervisors participate in the ongoing development, enhancement, and implementation of processes and procedures. The supervisor may also provide back up to existing specialist staff as volumes require.

From the single parent trying to catch up on bills to the entrepreneur needing a loan for the next phase of growth, you'll get to be a part of their journey to a better financial future. We're proud to have over 2,700 employees in mostly hybrid and 100% work-from-home roles across the United States with hubs in Arizona, California, and Texas. We are strategically growing our teams with more work-from-home opportunities every day to better serve our members. A career at Achieve is more than a job-it's a place where you can make a true impact, have a sense of belonging, establish a fulfilling career, and put your well-being first.
Qualifications

Provide ongoing and initial coaching and training to new and existing staff
Perform quality assurance reviews on calls, emails, correspondence, and data entry completed by staff
Respond to and resolve borrower complaints
Assist in documenting processes and procedures
Assist in implementation of new processes
Report agent productivity to executives on a regular basis
Ensure that all KPI's for the individual specialists are met
Ensure that all KPI's for the department are met
Prepare and deliver action plans when metrics are not met
Prepare and deliver corrective action when needed
Monitor schedule adherence and attendance for all direct reports
Prepare semi-annual performance reviews
Complete monthly one on ones with direct staff
Review and approve time off requests for team
Review and approve all time cards for team
Span of control of up to 15 Advanced Servicing Specialists

High School Diploma or GED
Minimum of 3-5 years' experience in Call Center Collections
Previous experience in a leadership position
Excellent communication skills
Ability to meet deadlines and achieve goals
Strong PC skills in the Microsoft product line including: Word, Excel and PowerPoint
Prior process improvement track record

Must have strong verbal and written communication skills for communication with all levels of staff.
Must be able to multi-task.
Must be able to stay organized while working on multiple projects.
Strong knowledge of PC skills in the Microsoft product line including: Word, & Excel
Strong knowledge of PC based programs - ability to learn quickly.

Additional Information

Hybrid work opportunities
401 (k) with employer match
Medical, dental, and vision with HSA and FSA
Competitive vacation and sick time off, as well as dedicated volunteer days
Access to wellness support through Employee Assistance Program, Virgin Pulse, Talkspace, and fitness discounts
Up to $5,250 paid back to you on eligible education expenses
Pet care discounts for your furry family members
Financial support in times of hardship with our Achieve Care Fund
A safe place to connect with other employees through our six employee resource groups

We do not accept unsolicited candidate resumes or profiles. Please do not reach out to anyone within Achieve to market your services or candidates. All inquiries should be directed to Talent Acquisition only. We reserve the right to hire any candidates sent unsolicited and will not pay any fees without a contract signed by Achieve's Talent Acquisition leader.
Company Description
Achieve is a leading digital personal finance company. We help everyday people move from struggling to thriving by providing innovative, personalized financial solutions. By leveraging proprietary data and analytics, our solutions are tailored for each step of our member's financial journey to include personal loans, home equity loans, debt consolidation, financial tools and education. Every day, we get to help our members move their finances forward with care, compassion, and an empathetic touch. We put people first and treat them like humans, not account numbers.

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