Enova International
Late-Stage Collections Supervisor (Hybrid)
Enova International, Chicago, Illinois, United States, 60290
We are interested in every qualified candidate who is eligible to work in the United States. However, we are not able to sponsor visas or take over sponsorship at this time.
#BI-Hybrid #LI-Hybrid
About the role:
As a Late-Stage Collections Supervisor, your primary responsibility is to oversee the day to day functions of a team of Late-Stage Collections Representatives. You will teach, train, and mentor representatives in a fast-paced environment to ensure success and a quality customer experience. Additionally, you'll oversee the team's efforts to achieve maximum efficiency and overall effectiveness. This role will report to the Department Manager.
Responsibilities:
Manage metrics, performance criteria, and collection policies to continuously enhance representatives' productivity, focusing on improved negotiation outcomes with consumers
Review quality assurance and error reports; provide coaching to ensure representatives deliver the expected customer experience
Conduct one-on-one meetings, weekly team meetings, coaching sessions, and performance reviews promptly and effectively
Identify performance trends and recommend targeted solutions to boost results and drive engagement
Assist with new hire interviews, make hiring decisions, and oversee the onboarding process for new team members within your function
Requirements:
3 years of leadership experience in related capacity preferably third party and/or first party collections
Experience within the financial industry, collection agency and/or collection operations.
Excellent written and verbal communication skills
Ability to coach, train, and motivate employees and evaluate their performance including meeting or exceeding their monthly collection goal
Experience with collection laws including FDCPA/Reg F, TCPA and state collection laws
Capable of taking over phone calls from representatives for the purpose of successful payment resolution or to de-escalate customer complaints
#J-18808-Ljbffr
#BI-Hybrid #LI-Hybrid
About the role:
As a Late-Stage Collections Supervisor, your primary responsibility is to oversee the day to day functions of a team of Late-Stage Collections Representatives. You will teach, train, and mentor representatives in a fast-paced environment to ensure success and a quality customer experience. Additionally, you'll oversee the team's efforts to achieve maximum efficiency and overall effectiveness. This role will report to the Department Manager.
Responsibilities:
Manage metrics, performance criteria, and collection policies to continuously enhance representatives' productivity, focusing on improved negotiation outcomes with consumers
Review quality assurance and error reports; provide coaching to ensure representatives deliver the expected customer experience
Conduct one-on-one meetings, weekly team meetings, coaching sessions, and performance reviews promptly and effectively
Identify performance trends and recommend targeted solutions to boost results and drive engagement
Assist with new hire interviews, make hiring decisions, and oversee the onboarding process for new team members within your function
Requirements:
3 years of leadership experience in related capacity preferably third party and/or first party collections
Experience within the financial industry, collection agency and/or collection operations.
Excellent written and verbal communication skills
Ability to coach, train, and motivate employees and evaluate their performance including meeting or exceeding their monthly collection goal
Experience with collection laws including FDCPA/Reg F, TCPA and state collection laws
Capable of taking over phone calls from representatives for the purpose of successful payment resolution or to de-escalate customer complaints
#J-18808-Ljbffr