Advanced Collections Supervisor

2 weeks ago

Tempe, Arizona, United States ACHIEVE Full time
Company Overview

Achieve is a prominent digital personal finance organization dedicated to assisting individuals in overcoming financial challenges. We provide innovative and tailored financial solutions that cater to each stage of our members' financial journeys, including personal loans, home equity loans, debt consolidation, and financial education. Our mission is to help our members progress in their financial lives with empathy and understanding, treating them as individuals rather than mere account numbers.

Position Overview

The Collections Supervisor plays a crucial role in supporting the Advanced Servicing team, ensuring that both performance and productivity benchmarks are met. This position emphasizes identifying areas for improvement for individual team members and the collective group. The supervisor will collaborate with peers, coaches, and leadership to uphold best practices and will be instrumental in the development of agents and operational processes. Responsibilities include training, coaching, and overseeing payroll functions as necessary. The supervisor will also assist in the ongoing enhancement and execution of processes and procedures, and may provide backup support to specialist staff as needed.

Join Achieve and Make a Difference

At Achieve, we are transforming lives. Whether it's a single parent managing bills or an entrepreneur seeking funding for growth, you will have the opportunity to be part of their journey towards a more secure financial future. We are proud to employ over 2,700 individuals in hybrid and fully remote roles across the United States. Our teams are expanding with more remote opportunities to better serve our members. A career at Achieve is not just a job; it’s a chance to make a significant impact, foster a sense of belonging, and prioritize your well-being.

Key Responsibilities:
  • Deliver ongoing and initial coaching and training to both new and existing team members.
  • Conduct quality assurance evaluations on calls, emails, correspondence, and data entry performed by staff.
  • Address and resolve borrower complaints effectively.
  • Assist in documenting operational processes and procedures.
  • Support the implementation of new processes.
  • Regularly report agent productivity metrics to executive leadership.
  • Ensure that all key performance indicators (KPIs) for individual specialists are achieved.
  • Guarantee that departmental KPIs are met.
  • Prepare and present action plans when metrics fall short.
  • Administer corrective actions as necessary.
  • Monitor attendance and schedule adherence for all direct reports.
  • Conduct semi-annual performance evaluations.
  • Hold monthly one-on-one meetings with direct reports.
  • Review and approve time-off requests for the team.
  • Review and approve all timecards for the team.
  • Oversee a team of up to 15 Advanced Servicing Specialists.
Qualifications:
  • High School Diploma or GED.
  • 3-5 years of experience in Call Center Collections.
  • Prior experience in a leadership role.
  • Exceptional communication skills.
  • Ability to meet deadlines and achieve objectives.
  • Proficient in Microsoft Office Suite, including Word, Excel, and PowerPoint.
  • Demonstrated track record of process improvement.
Preferred Skills:
  • Strong verbal and written communication skills for interaction with all staff levels.
  • Ability to manage multiple tasks simultaneously.
  • Organizational skills while handling various projects.
  • Proficient in Microsoft Office Suite, particularly Word and Excel.
  • Quick learner of PC-based programs.
Additional Information:

Shift: Monday to Friday, with flexible hours.

Compensation: Base Salary plus Bonus.

Benefits Include:
  • Hybrid work opportunities.
  • 401(k) with employer match.
  • Comprehensive medical, dental, and vision plans.
  • Generous vacation and sick leave, along with dedicated volunteer days.
  • Access to wellness support programs.
  • Financial assistance for eligible education expenses.
  • Pet care discounts.
  • Support during financial hardships through our Care Fund.
  • Opportunities to connect with colleagues through employee resource groups.

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