Job Description
As an Advanced Loan Servicing Supervisor, you'll impact the lives of everyday people and help them go from surviving to thriving with innovative digital personal finance solutions. As a Supervisor, you will focus on areas of improvement for individual Collections agents and the team as a whole. You will coordinate with peers, coaches, and other members of leadership to ensure that best practices are followed. You will also be key in developing agents and processes. The supervisor is involved in the 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 backup to existing specialist staff as volumes require.
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What you'll do:
- 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
- Span of control of up to 15 Advanced Servicing Specialists
Qualifications
- Minimum of 3-5 years' experience in Call Center setting
- Minimum 2 years' 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
Preferred skills:
- Bachelor's Degree Preferred, but not required
- Strong verbal and written communication skills for communication with all levels of staff.
- Ability to multitask.
- Ability to stay organized while working on multiple projects.
- Strong knowledge of PC skills in the Microsoft product line including: Word, & Excel
- Strong knowledge of PC based programs - ability to learn quickly.
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 and flexible PTO, including dedicated volunteer days
- Complete wellness support with access to 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
- 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.
Company Description
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 empathetic touch. We put people first and treat them like humans, not account numbers.