Supervisor, Payment Services Manager

1 day ago


ChampssurYonne, Bourgogne-Franche-Comté, United States EIG Services, Inc Full time
Job Summary

The Collection Services Supervisor is responsible for managing the day-to-day operations of a Customer Experience team. This role requires strong leadership, collaboration, and interpersonal skills to ensure the highest level of performance is achieved and exceptional customer service is provided to both internal and external customers.

Key Responsibilities
  • Supervise day-to-day activities, including providing crucial support to the team, monitoring attendance and schedule adherence, and working closely with other Supervisors and business units to ensure customer needs are met.
  • Monitor queues, volume, and trends, and recommend real-time and/or long-term process adjustments as necessary.
  • Prepare performance reports by collecting, analyzing, and summarizing data trends on a daily, weekly, and monthly basis.
  • Review operating procedures regularly and maintain appropriate work standards.
  • Identify customers who are behind on payments and manage policy cancelations via outbound channels.
Requirements
  • One year supervisory experience.
  • High School diploma or GED equivalent.
  • Strong leadership, collaboration, and interpersonal skills.
  • Analytical, verbal, and written communication skills.
  • Organizational and time management skills.
  • Ability to maintain professionalism while having crucial conversations.
  • Ability to work independently and as a team member.
  • Proficiency with MS Office products, including Word, Excel, PowerPoint, and Outlook.
  • Maintain the highest level of confidentiality.
  • Solid decision-making skills and good judgment to determine the best approach in ambiguous situations.
  • Experience with and propensity to learn evolving technology.
  • High-volume inbound call center experience.
  • Workers Compensation claim experience.
  • Financial or collections industry experience.
Preferred Qualifications
  • Bilingual English/Spanish communication skills.
  • Associates Degree.
  • Expertise in training and/or facilitating small-to-large group sizes.
  • Three years providing supervision in a Customer Service Support environment.
  • Knowledge of cloud-based Call Center ACD/CRM software.
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.

  • This is largely a sedentary role; however, some mobility is required.
  • May work early, late, or occasional weekend hours to accommodate business needs.
  • Occasional lifting of a maximum of 30lbs.
  • Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Compensation

$48,000-$65,000 + Comprehensive benefits package and bonus opportunity.



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