Financial Care Supervisor (Intuit Sales)

Radius Global Solutions LLC•Jacksonville, FL

1d•Onsite

About The Position

Oversee a team of Financial Care Agents to maintain consistent performance in the resolution of early stage past due accounts. The Financial Care Supervisor will handle the team’s escalated issues and be assigned accounts for escalated resolution.

Requirements

High School Diploma or General Educational Development (GED) certificate, Associate Degree preferred
Two or more years of applicable customer service or related experience.
Six or more months of collection experience
Prior supervisory experience, or the proven ability to successfully display supervisory skills
Proficient computer skills, including utilization of computerized software programs, MS Office products, spreadsheets and automated systems
Excellent customer service skills, including strong problem solving and negotiating skills, interpersonal, written, and oral communication skills. Ability to listen, communicate (written and verbal). Close attention to detail
Ability to work independently, self-starter, energetic, demonstrate good common sense, ethical and sound judgment
Must adhere to all Company, Client and Consumer confidentiality and security policies and procedures

Responsibilities

Supervise a team of Financial Care Agents
Monitor agent’s arrival and departure times and breaks, and review and approve timekeeping for the team.
Work with agents to answer questions and to help them reach their collections and customer experience goals
Provide on-going training and development for Financial Care Agents and ensure systems training is completed timely.
Take team calls as needed and handle disputes and escalation calls
Manage incentive programs under the direction of leadership.
Communicate in a professional manner with consumers, co-workers, and clients
Monitor agent adherence to all Federal, State and Local Laws and regulations.
Hit or exceed given performance goals for assigned accounts
Maintain daily priorities on work desk
Make appropriate decisions in accordance with Company policy for resolving each assigned account issue
Cooperate with peers and management in a team environment
Regularly assess agent performance and address any deficiencies through coaching and progressive discipline as necessary.
Document accounts and Company forms correctly
Conduct monitoring of agent calls and hold call calibration sessions and coaching with agents, if applicable
Uphold and model Company policies and procedures
Keep up-to-date knowledge, understanding, and compliance with all Federal, State, and Local laws and regulations, with functional area (including FDCPA laws and state laws) to ensure compliance with all state and federal regulations and with Company policies and procedures
Maintain regular attendance and timeliness which are required due to the production-based nature of the business and client requirements
Provide proactive feedback to management concerning potential problems and recommendations for improvement. Recommend process improvements for efficiencies and best practices
Adhere to all Company, Client and Consumer confidentiality and security policies and procedures
Perform other duties as assigned