Supervisor, Bankruptcy Customer Service

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.

Roles & 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

Skills & Qualifications:

• 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

Educational Requirements:

• 4-year degree preferred