Collection Services Manager

3 days ago

San Francisco, California, United States EMPLOYERS Full time

About the Role:

The Collection Services Supervisor is responsible for overseeing the day-to-day operations of a Customer Experience team. This role requires a strong leader who can provide structure, direction, and support to Customer Service Center staff to ensure exceptional customer service is provided to both internal and external customers.

Key Responsibilities:

  • Supervise Day-to-Day Activities: Provide crucial support to the team by circulating the floor periodically to be available for assistance and instructions. Monitor Specialists' attendance, schedule adherence, and acceptable occupancy to meet or exceed key performance indicators.
  • Collaborate with Other Teams: Work closely with other Supervisors and business units to ensure customer needs are met while meeting or exceeding department goals and objectives.
  • Monitor Performance Metrics: Monitor queues, volume, and trends; recommend real-time and/or long-term process adjustments as necessary and alert management as appropriate.
  • Prepare Performance Reports: Prepare performance reports by collecting, analyzing, and summarizing data trends on a daily, weekly, and monthly basis.
  • Review Operating Procedures: Review operating procedures regularly and maintain appropriate work standards. Gather feedback from internal and external customers to ensure department procedures meet statutory requirements.
  • Manage Customer Relationships: Identify customers who are behind on payments and manage policy cancelations via outbound channels, developing strategies to collect past-due accounts, and ensuring compliance with regulations.

Requirements:

  • Leadership Experience: One year supervisory experience.
  • Education: High School diploma or GED equivalent.
  • Skills: Strong leadership, collaboration, and interpersonal skills. Analytical, verbal, and written communication skills. Organizational and time management skills.
  • Professionalism: Ability to maintain professionalism while having crucial conversations. Ability to work independently and as a team member.
  • Technical Skills: Proficiency with MS Office products, including Word, Excel, PowerPoint, and Outlook.
  • Confidentiality: Maintain the highest level of confidentiality.
  • Decision Making: Solid decision-making skills and good judgment to determine the best approach in ambiguous situations.

Preferred Qualifications:

  • Bilingual Skills: Bilingual English/Spanish communication skills preferred.
  • Education: Associates Degree preferred.
  • Training Experience: Expertise in training and/or facilitating small-to-large group sizes.
  • Industry Experience: Three years providing supervision in a Customer Service Support environment preferred. Knowledge of cloud-based Call Center ACD/CRM software preferred.

Work Environment:

This position is required to be in-office full-time with minimal travel to other office locations/meeting locations occasionally. This role potentially and will routinely use office equipment such as computers, phones, printers, and web conferencing technology as examples.

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