Collections Team Lead (Hybrid)
About The Position
As a Collections Team Lead, your primary responsibility is to mentor and coach contact center representatives to ensure success and a positive customer experience. Additionally, you will partner with management in guiding the team towards achieving maximum efficiency and overall effectiveness. Enova International is a leading financial technology company that provides online financial services through its AI and machine learning-powered Colossus™ platform. They serve non-prime consumers and businesses alike, while offering world-class technology and services to traditional banks—in order to create accessible credit for millions. Being a values-driven organization is at the core of Enova’s success. They live their values by listening to their customers, challenging assumptions, thinking big, setting high expectations, and hiring and developing the best. Through their values and their commitment to making Enova an awesome place to work, they maintain an environment of inclusion and culture where their employees can thrive.
Requirements
- 3 or more years of contact center experience
- Strong leadership skills (Prior management experience is not a requirement for this role as it does not involve managing a team)
- Have relevant experience in the lending industry and/or loan operations
- Exhibit effective problem-solving skills
- Experience in analyzing data and utilizing it to inform decision-making
Responsibilities
- Manage metrics, performance criteria, policies and procedures to improve representative's productivity
- Review quality assurance reports, customer survey responses and error reports and provide coaching to representatives to ensure they are creating the expected customer experience
- Identify trends and recommend appropriate solutions to improve performance and promote engagement
- Support employee engagement with use of reward and recognition tools
- Assist with ad-hoc tasks and projects as required
Benefits
- Health, dental, and vision insurance including mental health benefits
- 401(k) matching plus a roth option (U.S. Based employees only)
- PTO & paid holidays off
- Sabbatical program (for eligible roles)
- Summer hours (for eligible roles)
- Paid parental leave
- DEI groups (B.L.A.C.K. @ Enova, HOLA @ Enova, Women @ Enova, Pride @ Enova, South Asians @ Enova, APEX @ Enova, and Parents @ Enova)
- Employee recognition and rewards program
- Charitable matching and a paid volunteer day
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
Number of Employees
501-1,000 employees
