Supervisor, Bankruptcy Customer Service

Resurgent Capital Services•Greenville, SC

32d

About The Position

Fueled by a fundamental belief in innovation, Resurgent Capital Services is an industry-leading financial services company in our sector. It all began 25 years ago when a small group of successful entrepreneurs had a vision for a new type of asset receivables company. One with a commitment to superior service and a personal touch with every interaction. We believe that demonstrating integrity in everything we do, maintaining a strong commitment to compliance, and doing things the right way is a sustainable business model. We want you to feel like your work has an impact and makes a difference every day. Join us as we develop strategies for change and transform the trajectory of your career! Notice for California Residents - California Privacy Policy Summary: The Supervisor of the Bankruptcy Customer Service team, manages staff and the daily operations of the team as well as providing training, coaching, and leadership to the team members. This position reports to the Sr. Manager of Secured Bankruptcy.

Requirements

2-4 years of related experience, preferably in a call center environment
Proven leadership/management experience is required
Relevant experience in the credit industry desired with an understanding of compliance to the FDCPA
Strong leadership abilities including the ability to motivate teams, effectively communicate (oral and written), organizational skills, time management, and attention to detail
Advanced analytical skills and process-oriented mindset
Excellent work ethic and unquestionable integrity
Proficiency in MS Office applications (Word, Excel, PowerPoint, Outlook) and aptitude for learning new systems
Proficiency in AMCS, PACER, OnBase

Responsibilities

Provides guidance and leadership to a Bankruptcy Customer Service Inbound/Outbound team by leading and mentoring individuals to develop and reinforce skills and effectiveness
Analyze non-bankruptcy accounts for collateral repossession if payments are not made
Monitor and manage the repossession process
Follow-up on accounts regularly to ensure that no deadlines are missed
Monitor accounts for payments in accordance with the bankruptcy plans.
Contact Trustee, debtor’s attorney, or consumer (when appropriate) to facilitate timely pre-petition and post- petition payments
Conducts side-by-side coaching sessions, providing regular constructive feedback and positive recognition
Monitors employee attendance and performance as well as perform all payroll related functions
Ensures completion of all process steps in the Performance Management cycle, including goal setting, continuous feedback, and performance reviews
Effectively communicates changes and performance achievements to staff
Monitors the daily, weekly, and monthly results of work efforts to ensure desired levels of quality, productivity and efficiency are achieved
Performs regular process audits (side by side coaching, silent monitoring) to ensure a high level of accuracy and compliance with policies, procedures, and regulatory requirements
Provides process audits feedback to staff on a regular basis
Handles escalated complaints, calls, and issues ensuring compliance with all company, federal and state regulations
Regularly reviews process documentation for compliance, clarity, accuracy, and opportunity for improvement.
Implement changes and improvements as required and ensure adequate communication and training of changes
Continuously monitors all trending and daily reports to ensure tasks are completed or are progressing as expected.
Addresses any issues with team and work to correct process and performance issues
Analyzes performance related data and trends in order to identify and implement process improvements.
Lead and/or contribute to process improvement efforts depending upon project scope
Effectively manages resources, monitor staffing levels, and develop training plans to address skill gaps to maintain effective service levels and capacity
Ensures completion of all training for self and staff as required