Collections Supervisor

OneMain Financial • Fort Mill, SC

1d • Onsite

About The Position

The Collections Supervisor will be responsible for creating a high energy environment to motivate their collection team. Responsibilities include developing, coaching, and retaining talent to achieve assigned collections targets. In the Role Effectively supervise a team of approximately 12 to 15 collection agents. Conduct monthly development plans and deliver detailed feedback conversations for performance improvement. Review of call quality monitors and follow-up with team members as needed. Daily and monthly review of team member metrics and stats. Provide coaching, direction, training, and support for team members as needed. Establish accountability cadence to ensure team members meet or exceed individual and support efforts to meet or exceed team goals. Take corrective action according to company policies and procedures. Negotiate with customers to resolve delinquency problems. Use a computerized system for tracking, information gathering, and / or trouble shooting. Work in a goal-oriented environment to meet production indicators and achieve individual and team performance targets and core competencies. Identify and address early and late-stage collections servicing requirements, volumes, and timelines for a portfolio or group of personal loan/credit card portfolios. Actively participate in recruiting and retention activities. Assess, evaluate and make recommendations relative to capacity plans and reporting capabilities in order to implement measures to attain portfolio goals. Collaborate with other Risk Operations departments to develop and oversee processes to achieve portfolio loss and expense objectives.

Requirements

• An in-depth understanding of collections and advanced negotiation skills.
• Collections experience is highly preferred
• Strong negotiation skills to resolve escalated calls.
• The ability to coach, develop and lead all levels of collectors.
• A high degree of self-management to successfully prioritize workflow and apply strategic techniques to identify process improvements.
• Interpretation of procedures and instructions to choose the best resolution alternative.

Nice To Haves

• Prior supervisory or management experience.

Responsibilities

• Effectively supervise a team of approximately 12 to 15 collection agents.
• Conduct monthly development plans and deliver detailed feedback conversations for performance improvement.
• Review of call quality monitors and follow-up with team members as needed.
• Daily and monthly review of team member metrics and stats.
• Provide coaching, direction, training, and support for team members as needed.
• Establish accountability cadence to ensure team members meet or exceed individual and support efforts to meet or exceed team goals.
• Take corrective action according to company policies and procedures.
• Negotiate with customers to resolve delinquency problems.
• Use a computerized system for tracking, information gathering, and / or trouble shooting.
• Work in a goal-oriented environment to meet production indicators and achieve individual and team performance targets and core competencies.
• Identify and address early and late-stage collections servicing requirements, volumes, and timelines for a portfolio or group of personal loan/credit card portfolios.
• Actively participate in recruiting and retention activities.
• Assess, evaluate and make recommendations relative to capacity plans and reporting capabilities in order to implement measures to attain portfolio goals.
• Collaborate with other Risk Operations departments to develop and oversee processes to achieve portfolio loss and expense objectives.

Benefits

• Health and wellbeing options including medical, prescription, dental, vision, hearing, accident, hospital indemnity, and life insurances
• Up to 4% matching 401(k)
• Employee Stock Purchase Plan (10% share discount)
• Tuition reimbursement
• Paid time off (15 days’ vacation per year, prorated based on start date)
• Paid sick leave as determined by state or local ordinance (prorated based on start date)
• 11 Paid holidays (4 floating holidays, prorated based on start date)
• Paid volunteer time (3 days per year, prorated based on start date)

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed
• Number of Employees: 1,001-5,000 employees