DEPARTMENT: Collections
REPORTSTO: Collections Supervisor
Pay:Up to $22 an hour depending on experience, with monthly bonus potential
Hours:9am-6pm M-F
WHO WE ARE: Nuvative is afast-growinginnovative technology company impacting employees through continuing education and guidance. As an employer of choice, we provide our employees with a culture of kindness, fairness, self-development, contribution, collaboration, diversity, innovation, and fun.
JOBPURPOSE:The Collections Supervisor plays a pivotal role in driving the success of our collections department by leveraging their competitive nature, internal drive, and people-oriented approach. This role is responsible for leading a team of collection agents to meet and exceed performance targets while maintaining the highest standards of customer service. The Lead Collections Agent will motivate and inspire their team, foster a positive and collaborative work environment, and develop strategies to optimize collections processes and outcomes. Their ability to teach a balanced approach of assertiveness and empathy ensures both the recovery of outstanding debts and the maintenance of positive customer relationships.
RESPONSIBILITIES
- Lead, mentor, and coach a team of collection agents to achieve individual and team performance goals
- Ensure team members are equipped with the necessary skills and knowledge to perform their roles effectively
- Foster a positive, supportive, and high-performance team culture
- Conduct regular team meetings and one-on-one sessions to provide feedback, set expectations, and discuss performance
- Monitor and evaluate team performance against established KPIs and targets
- Implement strategies to improve team productivity and effectiveness
- Analyze collection data to identify trends and areas for improvement
- Prepare and present regular performance reports to senior management
- Stay updated with industry best practices and regulatory requirements to ensure compliance
- Handle escalated customer issues and complaints with professionalism and empathy
- Ensure all customer interactions are conducted with respect and adhere to company policies
- Assist with call monitoring and training as needed
- Independently assess and appropriately react to staffing and call volume needs
- Process customer inquiries and requests with a high attention to detail and accuracy
- Review and make decisions regarding customer accounts for collections agents
- Act as decision maker when senior management is unavailable
- Meet or exceed punctuality and attendance standards
- Exercise sound judgment and decision-making
- Follow proper policies and procedures for assigned tasks and projects
- Establish and maintain cooperative working relationships with all departments
- Actively contribute to company growth and improvement
