Company Description
Achieve is a leading digital personal finance company. We help everyday people move from struggling to thriving by providing innovative, personalized financial solutions. By leveraging proprietary data and analytics, our solutions are tailored for each step of our member’s financial journey to include personal loans, home equity loans, debt consolidation, financial tools and education. Every day, we get to help our members move their finances forward with care, compassion, and empathetic touch. We put people first and treat them like humans, not account numbers.
Job Description
As an Advanced Loan Servicing Supervisor, you’ll impact the lives of everyday people and help them go from surviving to thriving with innovative digital personal finance solutions. As a Supervisor, you will focus on areas of improvement for individual Collections agents and the team as a whole. You will coordinate with peers, coaches, and other members of leadership to ensure that best practices are followed. You will also be key in developing agents and processes. The supervisor is involved in the training, coaching and payroll processes when necessary. Supervisors participate in the ongoing development, enhancement, and implementation of processes and procedures. The supervisor may also provide backup to existing specialist staff as volumes require.

PREFERRED SKILLS:

• Bachelor’s Degree Preferred, but not required
• Strong verbal and written communication skills for communication with all levels of staff.
• Ability to multitask.
• Ability to stay organized while working on multiple projects.
• Strong knowledge of PC skills in the Microsoft product line including: Word, & Excel
• Strong knowledge of PC based programs – ability to learn quickly.
  Additional Information

Minimum of 3-5 years’ experience in Call Center setting

• Minimum 2 years’ experience in a leadership position
• Previous experience in Collections
• Excellent communication skills
• Ability to meet deadlines and achieve goals
• Strong PC skills in the Microsoft product line including: Word, Excel and PowerPoint
• Prior process improvement track recor

• Provide ongoing and initial coaching and training to new and existing staff
• Perform quality assurance reviews on calls, emails, correspondence, and data entry completed by staff
• Respond to and resolve borrower complaints
• Assist in documenting processes and procedures
• Assist in implementation of new processes
• Report agent productivity to executives on a regular basis
• Ensure that all KPI’s for the individual specialists are met
• Ensure that all KPI’s for the department are met
• Prepare and deliver action plans when metrics are not met
• Prepare and deliver corrective action when needed
• Monitor schedule adherence and attendance for all direct reports
• Prepare semi-annual performance reviews
• Complete monthly one on ones with direct staff
• Review and approve time off requests for team
• Review and approve all time cards for team
• Span of control of up to 15 Advanced Servicing Specialists
  Qualifications

Minimum of 3-5 years’ experience in Call Center setting

• Minimum 2 years’ experience in a leadership position
• Previous experience in Collections
• Excellent communication skills
• Ability to meet deadlines and achieve goals
• Strong PC skills in the Microsoft product line including: Word, Excel and PowerPoint
• Prior process improvement track record