{{ pagination.total }} {{seoJobDescription}}

{{ formStatusText }}

Current Search Criteria:

Commute Options

SUPV Collections | SCI Jobs

Job Information

SCI Shared Resources, LLC SUPV Collections in Jefferson, Louisiana

Our associates celebrate lives. We celebrate our associates.

Consider the possibilities of joining a Great Place to Work!

Oversees collections activity with the team and ensures collectors follow protocol, laws and regulations to collect payments efficiently and while providing a great customer experience. Trains, coaches, and mentors’ employees on how to deliver the best customer service possible while meeting collection goals. Responsibilities include assessing collection activities, providing regular performance-related feedback, and monitoring daily collection activities. This is an in-house full-time position with predominantly daytime hours.

JOB RESPONSIBILITIES

Operations

  • Ensures Collectors follow company policy and operate within the confines of the Federal Fair Debt Collection Practices Act (FDCPA) when communicating verbally or in writing with individuals and companies. Drafts or reviews scripts and templates to ensure consistent branding, messaging, and compliance.

  • Keeps up with state and federal debt collection regulation changes. Updates procedures to comply with regulations. Communicates and trains staff on regulation and procedure changes.

  • Identify and maintain Collections performance metrics, such as call que, customer service, and campaign success. Monthly, analyze, trend (monthly, quarterly, YTD), and summarize metric data; note initiatives, environmental issues, and observations to explain fluctuations.

  • Provides guidance and/or shepherds the resolution of escalated situations or major incidents.

  • Investigates and resolves complaints, involving management or legal as appropriate.

  • Identifies and implements innovative solutions for practice or workflow changes to improve department operations or other department-specific measures by leading unit projects and/or other department/system directed activities. Supports change initiatives, maintaining effectiveness when experiencing major changes in work responsibilities or environment; adjusts effectively to work within new work structures, processes, requirements or cultures

  • Coordinate staff work and time-off schedules ensuring appropriate coverage and minimizing overtime; approve timecards.

People Development

  • Attracts, selects, and retains high caliber, diverse talent able to successfully achieve or exceed business goals.

  • Develops, motivates, evaluates, and coaches staff on work procedures, proper call handling and teamwork delivering excellent customer service

  • Understand team members career aspirations and provide assignments to develop skills and/or close gaps. Constructively address issues and provide tangible and appropriate feedback. Apply a proactive and collaborative management style in order to increase employee engagement and minimize turnover. Monitor training and licensing requirements ensuring staff is re-trained/licensed prior to expiration.

  • Responsible for screening candidates (internal and external) and hiring or promoting a skilled and effective staff. Recommends pay increases, special pays, and career advancements.

MINIMUM REQUIREMENTS

Education

  • High School Diploma or GED

Experience

  • At least two (2) years Call Center Customer Service Supervisory experience managing and coaching staff or similar experience

Skills & Abilities

  • Innovative, Forward-thinking and Results Driven

  • Excellent mathematical accuracy

  • Professional verbal and written communication skills

  • Demonstrate strong negotiation and persuasion skills

  • Proficient in English; secondary language is a plus, Spanish preferred

  • Dedication to customer satisfaction

  • Strong interpersonal skills – ability to gain confidence and cooperation of others; must be able to interact with individuals of varying levels and abilities

  • Ability to manage situations ethically and with parity, while being firm and enforcing company policies and department rules.

  • Ability to thrive in fast-paced environment, multitasking while keeping focus on the customer

  • Exceptional organizational skills, detailed oriented with a high sense of urgency

  • Proficient with MS Office, Word, Excel, Power Point and office systems

Postal Code: 70121

Category (Portal Searching): Finance and Accounting

Job Location: US-LA - Jefferson