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.

Flagship is one of the fastest growing lenders in our space – and has been officially certified as a Great Place to Work! Headquartered in Chadds Ford, Pennsylvania, with operational offices in Arizona and Texas, our company has a workforce of close to 1,000 associates. We believe in providing a positive work environment our associates want to be a part of. A place they can learn, develop, and advance professionally. We seek to work with people who identify with our values, and who are invested in growing – together.