Job Description
The Advanced Loan Servicing (Collections) Supervisor is responsible for providing support to our collections staff, while ensuring that performance and productivity standards are achieved. The Collections Supervisor will focus on areas of improvement for individual agents and the team as a whole. They will coordinate with peers, job coaches, and other members of leadership to ensure that best practices are followed. They will be key in developing agents and processes. The Collections Supervisor is involved in training, coaching and payroll processes when necessary. Supervisors participate in the ongoing development, enhancement, and implementation of processes and procedures. The Supervisor may also provide back up to existing specialist staff as volumes require.
How You’ll Contribute:
- Provide ongoing and initial coaching and training to new and existing staff
- Perform quality assurance reviews on calls, emails, correspondence, and data entry completed by staff
- Respond to and resolve borrower complaints
- Assist in documenting processes and procedures
- Assist in implementation of new processes
- Report agent productivity to executives on a regular basis
- Ensure that all KPI’s for the individual specialists are met
- Ensure that all KPI’s for the department are met
- Prepare and deliver action plans when metrics are not met
- Prepare and deliver corrective action when needed
- Monitor schedule adherence and attendance for all direct reports
- Prepare semi-annual performance reviews
- Complete monthly one on ones with direct staff
- Review and approve time off requests for team
- Review and approve all time cards for team
Why This Opportunity Is Unique:
Freedom is uniquely positioned in the financial services marketplace to provide life-changing financial outcomes to a broad segment of financially struggling and striving consumers that are underserved by mainstream financial services companies. Your role is in a critical part of our Personal Loan programs. You will be leading some of the most tenured employees within our department and be part of a evolving team. Your work will drive critical, meaningful financial results for our business.
Qualifications
What You’ll Bring:
- 3+ years of experience in Call Center Collections
- Previous experience in a leadership position
- Previous experience in Collections
- Excellent communication skills
- Ability to meet deadlines and achieve goals
- Strong PC skills in the Microsoft product line including: Word, Excel and PowerPoint
- Prior process improvement track record
Additional Information
Achieve well-being with:
Hybrid and remote work opportunities
401 (k) with employer match
Medical, dental, and vision with HSA and FSA
Competitive vacation and sick time off, as well as dedicated volunteer days
Access to wellness support through Employee Assistance Program, Virgin Pulse, Ginger Health Coaching, and fitness discounts
Up to $5,250 paid back to you on eligible education expenses
Pet insurance for your furry family members
Financial support in times of hardship with our Achieve Care Fund
A safe place to connect with other employees through our six employee resource groups
Company Description
Meet Achieve
Achieve is a leading digital personal finance company. We help everyday people move from struggling to thriving by providing innovative, personalized financial solutions. By leveraging proprietary data and analytics, our solutions are tailored for each step of our member's financial journey to include personal loans, home equity loans, debt consolidation, financial tools and education. Every day, we get to help our members move their finances forward with care, compassion, and an empathetic touch. We put people first and treat them like humans, not account numbers.
Attention Agencies & Search Firms: We do not accept unsolicited candidate resumes or profiles. Please do not reach out to anyone within Achieve to market your services or candidates. All inquiries should be directed to Talent Acquisition only. We reserve the right to hire any candidates sent unsolicited and will not pay any fees without a contract signed by Achieve's Talent Acquisition leader.
