Collections Team Lead (Hybrid)

Enova International • Chicago, IL

1d • 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 our AI and machine learning-powered Colossus™platform. We 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. We live our values by listening to our customers, challenging assumptions, thinking big, setting high expectations, and hiring and developing the best. Through our values and our commitment to making Enova an awesome place to work, we maintain an environment of inclusion and culture where our employees can thrive. It is our policy to provide equal employment opportunity for all persons and not discriminate in employment decisions by placing the most qualified person in each job, without regard to any other classification protected by federal, state, or local law.

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

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed
• Number of Employees: 501-1,000 employees