Account Servicing Manager

6 days ago


Phoenix, Arizona, United States Upgrade, Inc. Full time
{"title": "Account Servicing Supervisor", "description": "Key Responsibilities

We are seeking a highly skilled Account Servicing Supervisor to oversee the day-to-day operations of a team of Account Specialists. In this role, you will be responsible for managing escalation inquiries, process and procedure development, and supervising employees. You will also build strong relationships with internal customers, such as the Compliance and QA teams.

Key Accountabilities:

  • Master our process workflows and systems
  • Provide feedback on roadblocks or improvement to ensure team productivity and efficiency meet or exceed our customers' needs
  • Provide coaching and professional development to team members to enhance their knowledge, technical acumen
  • Measure and maximize staff productivity through metrics and effective workforce management.
  • Develop and maintain updated knowledge of collections techniques and procedures
  • Develop and maintain policies and document procedures
  • Manage the implementation of projects in related areas of focus, delivering on targets and established deadlines.
  • Coordinate closely with team by communicating project or team status and success metrics
  • Develop documentation of implemented solutions and provide to supporting personnel
  • Assist with new hire training activities as needed

Requirements:

  • 3+ years of Bank Operations experience required; Fintech experience preferred
  • 2+ years of supervisory experience in a call center environment
  • Financial Institution experience
  • Excellent leadership and management skills
  • Superior written and verbal communication skills
  • Excellent problem solving, negotiation and analytical skills
  • Good organizational skills and attention to detail
  • Strong interpersonal and active listening skills
  • Exceptional customer service skills
  • Proficiency in Microsoft, Cloud Based Products, Google Sheets
  • Ability to work well in a fast-paced, multi-task environment, and be team oriented

Nice to Have:

  • Bachelor's degree
  • Fintech experience

What We Offer:

  • Great open office space
  • Paid time off (PTO)
  • 401K matching
  • Comprehensive benefits package: Medical, dental, vision, life insurance & disability
  • Conveniently located in the heart of Downtown Phoenix close to light rail and public transportation
  • Paid parking or platinum pass
  • New Hire Training Program
  • Wellness Incentive Program
  • Kitchen fully stocked with snacks and beverages

#LI-Onsite

For California residents: describes our practices regarding the collection, use, and disclosure of the personal information of job applicants.

"}
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