Call Center Supervisor

Vervent Inc•Sioux Falls, SD

3d•$43,500 - $58,000

About The Position

Our ideal candidate is someone who is excited to become a part of an awesome, fast-growing team and must display these three top (required) skills: 1. Experience in the Financial Services industry 2. Call Center and/or Collections experience 3. Supervisory experience in Call Center or Collections 4. Leadership skills, excellent communication skills, and the ability to think critically & problem solve General Position Summary: The Call Center Supervisor is responsible for overseeing the daily activities of the Call Center. Must be able to work nights and every other weekend, with a shift time of 10am-6pm About Vervent: As one of the pre-eminent Lending as a Service (LaaS) companies, Vervent sets the global standard for outperformance by delivering superior expertise, future-built technology, and meaningful services. We support our industry-leading partners with primary strategic services including Loan & Lease Servicing, Call Center Services, Backup Servicing/Capital Markets Support, Credit Card Servicing, and Card Marketing & Customer Acquisition. Vervent empowers companies to accelerate business, drive compliance, and maximize service. If you’re interested in reviewing the full job description, continue reading below…

Requirements

Requires three (3) years of collection/servicing experience and a minimum of (2) two years’ experience supervising in a fast-paced call center setting.
High School Diploma or equivalent required, bachelor’s degree preferred.
Proven record of leading high performing teams.
Knowledge of collection laws required. Knowledge of various asset classes desired with Automotive servicing a plus.
High proficiency in MS Office (Excel, Word, etc.) required.
Proficient in Contact Center software preferred.
Must have good communication and organization skills. Must be capable of handling diverse duties and changing deadlines.

Nice To Haves

Knowledge of various asset classes desired with Automotive servicing a plus.
Proficient in Contact Center software preferred.
High School Diploma or equivalent required, bachelor’s degree preferred.

Responsibilities

Provide coaching and training as needed to ensure team performance against department KPIs.
Establish expectations and turnaround times for your group.
Monitor workflow and operational efficiency in order to implement changes and improvements.
Analyze and respond to trends in volume fluctuation, product mix, regulatory changes and Client requirements.
Perform QA monitoring as a mechanism to identify risk and to ensure that procedures are followed, and risk controls maintained.
Responsible for handling all escalated calls.
Provide insight into client needs and program requirements.
Strictly adhere to department standards for maintenance of serviced accounts and consistently maintain current customer, collateral, and status information on all serviced accounts.
Perform annual performance reviews and monthly performance coaching.
Work closely with Human Resources to address, resolve and document any staff related issues (i.e. employee counseling, coaching, termination, etc.).
Participate in the interviewing and hiring process.
Perform other tasks and special projects as requested.
Drive you and your group in our company’s values.