Supervisor, Servicing

Description
Summary/Objective
The Supervisor, Collections is responsible for the day-to-day operations of a team of collectors servicing a subprime auto loan portfolio. In an environment with a high priority placed on reducing losses and delinquencies, this position will be held accountable for portfolio results. Duties include supervising workflow and quality of collections activity; working with management team to identify problems and improve collections efforts; communicating company and unit policy, procedures, and practices; making employment decisions and setting performance standards; training and coaching staff; writing and conducting performance evaluations; performing budgetary, product and/or business case analysis researching/analyzing special projects as assigned.

Essential Functions
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Reviews work and monitors phone calls of team members to verify adherence to ACA Policies and Procedures and ensures that customer service objectives are met
• Analyzes queue and process management workflow to ensure ACA's production and performance goals are met
• Handles escalated calls from team members and may initiate outbound calls when needed
• Approves and reviews accounts within the working supervisor queue and other queues as assigned
• Effectively communicates corporate and department objectives on a regular basis; Motivates and creates a positive working environment to achieve productivity and performance standards
• Prepares performance appraisals and provide feedback and recommendations to Manager
• Assess collector development needs, draft collector development plans, and monitor collector performance
• Provides recommendations for hire, advancement, promotion or termination of employment
• Trains and coach's collectors to support the business objectives of the department
• Researching/analyzing special projects as assigned
• Other tasks as assigned

Qualifications

• Bachelor's degree preferred.
• Experience in a direct customer contact, service, or sales environment
• 3+ years of collections experience
• Proficient with Microsoft Office Suite
• Excellent written and verbal communication skills
• Strong team player with a high level of professionalism and initiative
• Background in subprime auto loan servicing is preferred
• Detail oriented
• Exceptional listening skills
• Timely and accurate follow through
• Demonstrated ability to effectively lead and motivate a team
• Bilingual Spanish/English is preferred

Supervisory Responsibility
This position requires supervisory responsibilities of a team comprised of Collections Specialists.

Work Environment and Physical Demands
This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.

Position Type/Expected Hours of Work
This is a full-time position. Days and hours of work are varying Monday through Sunday.

Travel
No travel is expected for this position.

EEO Statement
ACA provides equal employment opportunities (EEO) to all applicants for employment without regard to race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, disability, genetic information, marital status, amnesty, or status as a covered veteran in accordance with applicable federal, state and local laws. ACA complies with applicable state and local laws governing non-discrimination in employment in every location in which the company has facilities.
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.
California Privacy Notice
As an employer of California residents, we are dedicated to protecting your privacy rights. Any personal information you provide during the application process will be used solely for permitted internal purposes and will be handled in accordance with applicable privacy laws. By applying to this position, you consent to the collection, use, and disclosure of your personal information as described in our
Employee Privacy Notice
.