Supervisor, Customer Support - Call Center (Lending/Finance)

Origence • Greenwood Village, CO

1d • Onsite

About The Position

The Supervisor, Customer Support performs functions to manage and develop the contact center staff and operations, including but not limited to monitoring the accuracy and quality of staff responses to telephone inquiries involving general product related questions and the resolution of dealership and credit union concerns, recommending, and implementing business solutions to ensure the accomplishment of objectives and resolving operating problems, working within the limits of established policies. Origence specializes in SaaS lending solutions and is committed to empowering Credit Unions across the United States with tools to offer accessible, competitive lending services. The company fosters a culture of innovation and ownership through freedom and responsibility, celebrating fiscal accountability, operational rigor, and efficiency.

Requirements

• Minimum 3 years call center or industry experience or within CUDC Operations.
• Two years leading or supervisor direct employees.
• Demonstrate full knowledge and competency of processing in one system (minimum) within CUDC operations preferred.
• Excellent communication skills (oral, written, active listening).
• Excellent attention to detail with a high accuracy rate.
• Specialized problem solving and trouble shooting skills.
• Working knowledge of Microsoft Office products.
• Working knowledge of all required systems, including but not limited to L360 and Ideal.
• Must be able to work independently with a high level of initiative.
• Ability to organize, prioritize work, meet service level agreements.
• Excellent internal and external customer service skills.
• Ability to work in a fast-paced environment and deliver fast, efficient turnaround for partners.
• Ability to multi-task.

Nice To Haves

• Associates or bachelor�s preferred.
• Coachable, humble, and demonstrates urgency.
• Knowledge of financial institution operations, regulatory compliance, point of purchase or indirect auto lending or leasing is preferred but not required.

Responsibilities

• Manages and develops a high performing team through implementation of effective recruitment, training/cross training, performance management, mentoring, motivation, and coaching.
• Leads a team of 10-12 staff, directs activities, and recommends programs for their training and development needs.
• Participates in interviewing candidates for assigned positions and makes recommendations regarding hiring decisions.
• Leads and engages employees in a positive and professional manner, where inclusion and diversity of thought are leveraged for innovation and continuous improvement.
• Works with employees to set and execute employee SMART goals/objectives.
• Manages direct reports according to policy.
• Maintains safe and healthy work environment by establishing, following, and enforcing standards and procedures, complying with legal regulations.
• Monitor metrics to measure the levels of improvement and to maintain acceptable hold times.
• Inform staff of process and policy changes in the operations department.
• Schedule meetings and reviews with individual staff employees for adherence to job function.
• Provide accurate and complete information to dealerships and credit unions.
• Identify process inefficiencies that adversely affect production.
• Implement process changes to improve production.
• Identify areas which need improvement in the dealerships and credit unions.
• Reviewing productions numbers and identifying reporting needs.
• Work with the Operations manager or Vice President of Operations to identify the types of information needed to better understand and grow indirect lending.
• Identify any training needs for existing employees.
• Identify and report any inefficiencies that arise in the department that may affect production.
• Responsible for providing training and/or arranging training for new employees.
• Responsible for scheduling.
• Coordinate staffing between areas for maintaining of overall operations production.
• Coordinate supervision of staff.
• Maintain communication of process changes between areas.
• Coordinate training between areas.
• Maintain a professional and positive level of communication between areas.
• Ensure all communication (internal, external, oral, written) is handled in a professional manner.
• Communicate all issues, production or otherwise and escalate as necessary.
• Collaborate to resolve client and internal support issues both within BPO as well as within any CU Direct teams.
• Will communicate all issues to Vice President of Operations placing the credit union or CU Direct Connect in a high-risk position.
• Will inform Vice President of Operations of any production issues.
• Will perform written and verbal communications to the credit union, dealer or consumer/member in a professional manner.
• Answer any operational questions that daily.
• If an answer in not known, will find the appropriate resource to go to.

Benefits

• Flexible Working Environment
• Paid Time Off
• 401k (8% match)
• College Tuition Benefits/ Tuition Reimbursement
• Good Benefits options
• Company Culture! Cultural and Holiday celebrations, Theme days like Star Wars Day & Bring your Kids to Work Day, Monthly Townhalls and Quarterly Company Meetings that ensure awareness, inclusion, and transparency.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED
• Number of Employees: 251-500 employees