28 Feb
Bilingual Collections Manager
Georgia, Atlanta , 30301 Atlanta USA

Vacancy expired!

OverviewHeadquartered in Atlanta, GreenSky is among the top 3 most valuable U.S. financial technology companies established since 2000, and our $1.0 billion Initial Public Offering marked the largest U.S. Technology IPO of 2018. Our mission is simple. We power commerce. Our highly scalable, proprietary technology platform enables over 12,000 merchants to offer frictionless promotional payment options to consumers at the point-of-sale, driving increased sales volume and accelerated cash flow. Our bank partners leverage GreenSky's technology to provide loans to super-prime and prime consumers nationwide. Since our inception, over 1.7 million consumers have financed over $12 billion of commerce using our paperless, real time "apply and buy" technology. For more information, please visit https://www.greensky.com.Looking for great talent to help us continue our rapid growth!

Position:

Bilingual Customer Service Front Line Manager

Role Summary: Responsible for ensuring Greensky's Collection's department has well trained, engaged and wholly accountable personnel who execute best-in-class loss mitigation activities on behalf of our Business Partners and Customers. The Frontline Manager is accountable for selecting individuals that align with Greensky's fast-paced and Customer centric culture; deliver continuous learning opportunities for employee growth; and, serve as the day-to-day support system for enabling team members to effectively deliver on their responsibilities. Teams will generally be between 5-15 direct reports.

Location: This position will be remote until further notice.

Travel: Less than 10%

Organization: This position is a member of the Collections Department and reports to the Director of Collections.Duties & Responsibilities

Duties & Responsibilities:
  • Maintain and ensure Collection employee and Collection daily procedures are compliant with all impactful Laws and Statutes. (FDCPA, State Restrictions, FCC, etc.)
  • Manage and direct the daily activities of Collection agents.
  • First line supervisor for handling disciplinary action, and Collection employee issues.
  • Mentor Collection agents. This includes regular call reviews followed by feedback and coaching sessions, as well as working directly with the QA department to deliver coaching's as required.
  • Work with the Quality Assurance (QA) Administrators to calibrate the QA team, as well as quality expectations.
  • Work as an information source to answer agent questions, assigning tasks, following up and giving instructions as needed.
  • Personally handle, follow up and resolve customer escalations, complaints and questions.
  • Work with the QA Administrators to reinforce training to and apply skills and tools.
  • Identify solutions, successes, and opportunities to evolve the collection team proficiency and effectiveness.
  • Share in the management of the collection's predictive dialer to include downloads, list building, real-time management of campaigns, end of day closing and reporting. This also includes monitoring and management of the Collection's inbound skills.
  • Monitoring and directing the daily flow of work, account penetration, ensuring productivity KPI's are met.
  • Produce collection MIS as required and work with agents to meet standards and goals.
  • Document and maintain Collection procedures for the agents and programs.
  • Responsible for team meeting standards and goals, monitoring incentives, collections scorecards and overall performance.

Shifts:
  • Supervisor shifts will vary and cover hours from 8:00 AM - 12:00 AM, 5 shifts per week, any day of the week.
  • Shifts are primarily 9 hours with a 1 hour paid lunch.
  • All shifts are required to work some Saturdays per month.
  • The call center is open 363 days/year (closed Thanksgiving and Christmas).
  • Must be available to work the late shift.
Required Skills/Qualifications

Required Skills & Qualifications:
  • 3-5 Years of call center management experience
  • Bachelor's degree preferred
  • Excellent time management
  • Knowledge of Microsoft Applications
  • Demonstrate a passion for excellence with respect to treating and caring for customers
  • Strong decision making and analytical abilities
  • Ability to troubleshoot customer issues over the phone
  • Strong detail orientation and communication/listening skills
  • Willingness to work a flexible schedule
  • Highly developed sense of integrity and commitment to customer satisfaction
  • Team player

Required Competencies:
  • The most important skill required is the ability to inspire and support people to gain trust and commitment
  • Demonstrative ability to build effective relationships with all levels of professionals and maintain them as well
  • Ability to plan well and prioritize work appropriately
  • Must be proficient in Microsoft Office Suite including Excel
  • Must exude confidence
  • Must have proven track record of displaying ownership, urgency and sound decision making
  • Displayed sense of ownership in relation to attitude and actions, assignments and event outcomes
  • Able to exercise independent judgment and discretion in matters of significance
  • Ability to be calm and composed under pressure
  • Demonstrated integrity and value commitment
  • Proven ability to set and obtain goals
  • Outstanding behavioral coaching and development skills
  • Excellent interpersonal and motivation skills
  • Superior verbal and written communications skills
  • Strong time management and prioritization skills
  • Established cognitive skills
  • Detail oriented

Preferred Qualifications:
  • Previous Call Center Management experience
  • Call-center technology experience; automated dialers, IVR's, call monitoring software, etc.
  • Bachelor's or Associate's degree from an accredited institution preferred
  • 2+ years supervisory
  • 5+ years Customer Service experience
  • Knowledgeable in FDCPA, TCPA, FCRA, and HIPAA
  • Understanding of state and federal employment laws
GreenSky is an equal opportunity employer and will not discriminate against any employee or applicant on the basis of age, color, disability, gender, national origin, race, religion, sexual orientation, veteran status, or any classification protected by federal, state, or local law.

Vacancy expired!


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