This Collections Supervisor position will be primarily responsible for assisting the Loan Servicing Manager with back-end collections; overseeing the workflow in their respective areas to manage inbound call servicing, outbound call production, promise conversions, delinquency, and roll rates; managing outbound call efforts through preview and predictive dialers and manual dialing attempts; provide process-specific feedback and coaching to each of his/her associates to improve the performance of the team.

What is a day in the life at Flagship as a Collections Supervisor?

• Lead a group of 10-15 Collection Specialists who will communicate with customers by telephone and written communication to collect on 1 to 120 days past due accounts.
• Review team activity, identify trends, and assess team effectiveness in order to achieve departmental goals
• Lead by example to improve performance and behaviors of the team
• Coach and counsel staff for peak performance. Address and resolve issues of poor performance or unacceptable behavior. Work to determine the best approach to resolve an employee problem
• Work to determine the best approach to resolve an internal or external problem
• Assist team members with escalated calls and daily operational duties
• Monitor calls and review account activity with team members
• Ensure internal policies and procedures and all governmental regulations are consistently applied and adhered to by team members
• Assist management with employee development including training and mentoring, writing performance reviews, counseling, and participating in corrective action meetings
• Analyze, suggest, develop and implement procedural changes to improve efficiency and productivity
• Document and resolve customer complaints
• Manage team attendance and scheduled absences to ensure proper staffing levels are met
• Manage timecards in accordance with Company guidelines
• Recommend and assist in the implementation of procedural changes to improve production and efficiency of operations
• Perform various additional tasks as assigned
• Must be able to work a flexible schedule

About you:

• Required: High School Diploma or equivalent
• Preferred: College Degree
• Required: Minimum of one year of experience in a supervisory/management position
• Preferred: One or more years of experience in a call center supervisory/management position
• Demonstrated ability to effectively negotiate and manage through conflict
• Comprehensive knowledge of collection and repossession laws on the federal, state, and local level
• Show a high level of personal accountability and ownership for work performed
• Excellent verbal and written communication skills, along with active listening skills to achieve goals
• Outstanding interpersonal skills
• Strong analytical, organizational, and time management skills
• Driven and motivated by a fast-paced environment and have a willingness to learn and be challenged by continual professional development
• Must be able to manage constructive criticism in a positive manner
• Ability to work in a fast-paced environment and help to lead change through the organization
• Strong PC skills, specifically Microsoft Office - strong

If you’re interested in partnering with a certified Great Place to Work company that encourages you to be your best #FlagshipCareers, visit www.FlagshipCredit.com/Careers for a complete list of career opportunities and information on our company.