About the Role
Oversees daily collections activities during evening shifts, guiding team members to meet performance targets while maintaining regulatory standards and customer service quality.
Responsibilities
- Supervise collections team performance during assigned shifts
- Ensure adherence to federal and company-specific compliance guidelines
- Coach team members on effective customer engagement strategies
- Monitor key performance metrics and report daily outcomes
- Address escalated customer accounts with resolution pathways
- Maintain accurate records of collection activities and outcomes
- Support training initiatives for new team members
- Collaborate with operations leads to refine workflows
- Respond to inquiries related to account status and payment options
- Promote a culture of accountability and continuous improvement
- Identify trends in delinquency patterns and recommend actions
- Ensure consistent application of company policies across team interactions
- Facilitate shift handovers with clear documentation
- Use internal systems to update account statuses in real time
- Serve as point of contact for operational issues during shift
- Escalate complex cases to appropriate departments
- Maintain focus on ethical collection practices
- Drive team adherence to productivity benchmarks
- Support audit readiness through accurate logging
- Participate in cross-functional meetings on process improvements
- Implement feedback from quality assurance reviews
- Balance customer empathy with financial recovery objectives
- Manage workload distribution during peak hours
- Ensure secure handling of sensitive customer data
- Uphold service level agreements for call response times
Compensation
Competitive hourly wage with performance-based incentives
Work Arrangement
Hybrid remote and on-site schedule with evening shifts
Team
Part of a high-performing collections unit focused on customer resolution and compliance
Career Development
- Opportunities for advancement within the collections and operations division
- Access to leadership training programs
- Mentorship from senior management
- Tuition reimbursement for relevant coursework
- Internal mobility support for qualified candidates
Technology Environment
- Use of advanced dialing and account management systems
- Real-time performance dashboards
- Secure data access protocols
- Integrated communication platforms
- Regular software updates and training
Not available for this position
