Call Center Team Leader

Sallie Mae Inc (SLM Corp) • New Castle, DE

204d • Hybrid

About The Position

When you join Sallie Mae, you become a champion for all students. We're on a mission to power confidence as students begin their unique journey. To help them plan their higher education, successfully finish, and prepare for life after school. To help them Start smart. Learn big. Students need guidance navigating this important time in their life. They need someone who acknowledges that their education path is unique. They need a partner willing to evolve and not only meet but surpass their expectations. We're changing. Because students need a better way. We're looking for people who are excited to drive this transformation. To break barriers and think of new ways to adapt, help, and create better experiences for students-and for each other. This is where diverse backgrounds, beliefs, and perspectives matter. It's where you're empowered to bring your authentic self to work. Feeling your best allows you to do your best. Our benefits take care of the whole you-from physical and mental to financial and professional. You'll get opportunities to further your education and career, support for you and your family (including your pets!), paid time off to volunteer for the things that matter to you, and more. We're obsessed with impact and making a real difference. For us, that means putting relationships first, asking "why not?" when tackling challenges, and continuously learning new skills. Come do more than join something, change something. For students, for future generations, for the future of education.

Requirements

• Bachelor's Degree or equivalent experience preferred
• 1+ years of experience in operations within financial services
• Working knowledge of federal and state rules and regulations governing collections including FDCPA, Privacy Act and FCRA
• Effective written and oral communication skills
• Excellent negotiation skills with the ability to influence others
• Ability to manage multiple priorities in a time-sensitive, high-volume environment
• Strong analytical and problem-solving skills
• Ability to work flexible day, evening, and weekend hours as required
• Proficient in MS Applications

Responsibilities

• Manage the day-to-day operations of the collections department to optimize liquidation performance and resolution rates.
• Lead and motivate a team of collection professionals, providing guidance, training, and performance feedback.
• Utilize reporting to analyze performance factors and identify areas for improvement.
• Conduct side-by-side observation sessions and complete listening evaluations.
• Provide daily direction and communication to employees for timely and efficient call handling.
• Develop coaching plans, track progress, and provide feedback for management consideration.
• Create and maintain a high-quality work environment to motivate team members.
• Provide lead coverage for employees and assist with customer calls as needed.
• Monitor adherence to performance factors such as lunches and breaks.
• Maintain continuing education and training in industry career development.
• Brainstorm with senior management to assess educational needs on the floor.
• Assist Education Specialist in facilitating training sessions.
• Calibrate with business support areas to mitigate risk.
• Develop handouts and training material as needed.
• Assist with escalated phone calls when necessary.
• Perform ad hoc reporting and remediation tasks.
• Assist senior leadership with interviewing and hiring candidates.

Benefits

• Competitive base salaries
• Bonus incentives
• Generous PTO, Floating Holidays and 12 Federal Holidays observed
• Support for financial well-being and retirement 401k with employer match
• Comprehensive medical, dental, vision, hospital indemnity, critical illness, pet insurance and more
• Employer paid short-term/long-term disability and basic life insurance
• Flexible hybrid working arrangements
• Paid parental leave and adoption reimbursement programs
• Free access to on-site staffed fitness centers (in Delaware) and gym subsidy (for locations outside Delaware)
• Confidential counseling support (EAP), Health Advocacy services and Wellness program with financial incentives
• Tuition Reimbursement and Family Scholarship Programs
• Career development and training opportunities

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Industry: Credit Intermediation and Related Activities
• Education Level: Bachelor's degree