The Supervisor is responsible for supervising and coaching a team to provide excellent customer satisfaction for internal and external customers. Responsible for resolving customer issues, meeting or exceeding department performance metrics, and supporting customer and employee retention.
Responsibilities/Duties/Functions/Tasks:
- Supervises, coaches, monitors, motivates, advises and provides feedback to Collection Department staff to ensure day to day activities are being handled as needed.
- Ensure staff is meeting production goals, complying with company standards and federal collection laws.
- Assist staff with collection activities in difficult cases, handle escalated calls and listen to calls to ensure that staff is setting proper expectations and utilizing collections efforts appropriately and judiciously.
- Participates in interviewing, selection, and coordinating training for new employees.
- May supervise and coordinate activities of clerical workers in related activities.
- Evaluates employee performance, administers discipline, and maintains proper records.
- Reviews employee e-time entries, approves overtime and time-off requests, and coordinates employee work schedules to ensure adequate staffing.
- Provide technical, advisory, and moral support to the department to ensure both positive customer and team member experiences.
- Recommends new approaches to drive continuous improvement.
- May contact client on file related matters.
- Complete all required training applicable to assigned position.
- Additional duties as requested or required.
Qualifications:
- Associate's Degree from college or technical school or an equivalent combination of education, training, and experience.
- 2+ years’ experience in managing a collections or service operations field with progressive levels of responsibility.
- Collections experience; professional telephone skills, lead and direct the work of others.
- Strong communication skills, both oral and written.
- Strong interpersonal skills, high energy level and positive attitude.
- Knowledge of applicable collection laws.
- Proficient skills in Microsoft applications which include Word and Excel.
Compensation and Benefits:
- Competitive salary based upon experience
- Paid Time Off (PTO) - 16 days annually + 8 Company paid holidays
- Bilingual is a plus (Spanish Speaking)
- Competitive benefits -- Medical, Rx, Dental, Vision, Life, and Disability Insurance after 30 days and 401(k)
- Promotional opportunities from within the firm
- Employee Perks Available from Verizon, Car Dealerships, Local Movie Theaters, Theme Parks, etc.
- On site "Bistro To Go" vending and fresh foods available
- Free parking
Weltman/WWR is an Equal Opportunity Employer committed to Excellence through Diversity!
Job Type: Full-time
Pay: From $52,000.00 per year
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Employee assistance program
- Flexible spending account
- Health insurance
- Life insurance
- Paid time off
- Paid training
- Profit sharing
- Referral program
- Vision insurance
Weekly day range:
Work setting:
- Call center
- Hybrid work
- Office
Experience:
- Microsoft Excel: 2 years (Preferred)
- Customer service: 2 years (Preferred)
Ability to Commute:
- Dublin, OH 43017 (Required)
Ability to Relocate:
- Dublin, OH 43017: Relocate before starting work (Required)
Work Location: Hybrid remote in Dublin, OH 43017