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Collections Supervisor
2 months ago
Job Description
The Advanced Loan Servicing (Collections) Supervisor 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.
Join Achieve, change the future
At Achieve, we're changing millions of lives. 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
What you'll do:
- 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
What you'll bring:
- 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
PREFERRED/DESIRED SKILLS:
- 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
Shift: Monday to Friday 7am-4pm
Pay: Base Salary + Bonus
Achieve well-being with:
- 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
Attention Agencies & Search Firms: 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.
