Sr. Financial Care Supervisor

Radius Global Solutions LLC • Saint Charles, MO

102d

About The Position

Oversee a team of Call Center Agents and maintain consistent performance in the handling of our client's customers and accounts. The Sr Financial Care Supervisor will handle the team’s day to day operations and ensure the team's success with regard to meeting our Key Performance Indicators/Metrics.

Requirements

• High School Diploma or General Educational Development (GED) certificate, Associate Degree preferred, but not required
• Two or more years of applicable call center management or otherwise related experience throughout your work history
• Six or more months of call center experience
• Prior supervisory experience, or the proven ability to successfully lead a team to be successful
• 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 Call Center Agents
• Monitor agent’s arrival and departure times and breaks, and review and approve timekeeping for the team on both Radius and client's systems.
• Work with agents to answer questions and to help them reach their collections and customer experience goals
• Provide on-going training and development for Call Center 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, agents, co-workers, and clients
• Monitor agent adherence to all Federal, State and Local Laws and regulations
• Hit or exceed given performance goals for assigned metrics
• Maintain daily priorities and tasks on work desk
• Make appropriate decisions in accordance with Company policy for resolving each assigned account issue
• Learn and stay up to date on any changes to company policies & effectively communicate them to assigned team members
• 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
• 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 - schedule availability needs to be flexible as you must be able to work nights and weekends as scheduled
• 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

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED
• Number of Employees: 1,001-5,000 employees