Job Summary The Collections Supervisor will be responsible for delivering management support to the Collections team by providing immediate supervisory assistance for all team members. The Supervisor will combine the ability to manage and coach agents with preparing management reports and leading contact center initiatives while ensuring KPI goals are met. The Supervisor will also be responsible for providing coaching and delivering feedback while acting as a Subject Matter Expert (SME). The ability to multi-task as well as readily shift priorities is essential for this position.
Coaching and Development
Develop and lead individual monthly performance meetings with agents to review overall productivity, scorecards, audit reviews, and evaluated calls in addition to addressing any other current performance feedback by Business Units and customer complaints. Escalate cases to management as needed. Share job knowledge and best practices with agents for continued development. Develop new staff and maintain current staff members by documenting and delivering coaching through performance improvement plans, warning letters, documented discussions, and semi-annual performance reviews. Maintain a positive work environment through motivation and visibility to agents. Supervisors should walk around periodically to perform live monitoring of agents and assist agents struggling with calls. Review recorded calls, production reports, and schedule adherence for continuous agent performance and to ensure required KPI, delinquency, and other call center metrics are met or exceeded. Supervisor job function will improve employee performance and call center metrics.
Handling Escalation Calls and Customer Service Operations
Respond to all agent support inquiries through phone calls, emails, and jabber including escalated customer complaints. Document all voice of the customer feedback as a result of complaint escalations. Ensure that questions and problems are resolved properly and quickly. Address challenging customers and problems that require escalation outside of the department. Strive to provide all customers with the best service. Complete tasks, emails, audits, and handle complaint tracking, including customer call backs. Process and respond to customer phone calls, fax, email, and mail requests. Ensure knowledge of current policies and procedures while using problem solving skills to communicate accurate information to agent/borrowers. Handle collection calls for all investor/loan types including 1st mortgage, 2nd mortgage, Helocs/Heloans, and Consumer loans. Supervisor job function will reduce customer complaints and improve servicing.
Collaborating with other default servicing teams, and other internal teams, to assist in the continued development of a best in class default servicing oversight operation. Communicating updates to and from default servicing oversight to assist with clarity between all default servicing teams.
Training and Operations
Manage all non-phone activities including huddles, completion of LMS courses, performance reviews, skip tracking and other manual projects. Complete Soft Skills training class. Ensure familiarity with the most up-to-date policies and procedures to communicate accurate information to staff and outside Business Units. Recognize and communicate the need for any potential additions and/or modifications to the current policies and procedures. Provide leadership to others through side-by-side coaching of new hires, existing agents, and outside department representatives as needed. Perform any additional responsibilities as assigned by management. Supervisor job function will reduce servicing errors and decrease employee turnover.
Build, establish, and maintain open lines of communication with agents, peers, trainers, managers, and other business units to facilitate problem solving. Inform management and staff of any changes that may impact business. Lead and/or attend appropriate interdepartmental meetings serving as a Collections Subject Matter Expert, representing the Collections Team. Mentor floor leaders to develop intradepartmental relationships and further administrative skill set. Work with management to identify training needs within the department. Improve efficiency by acting as a catalyst for ongoing change and growth by continually challenging systems, processes and procedures. Supervisor job function will support organization goals.
Ensures compliance with applicable federal, state and local laws and regulations. Completes all required compliance training. Maintains knowledge of and adhere to Flagstar's internal compliance policies and procedures. Takes responsibility to keep up to date with changing regulations and policies.
HS Diploma, GED or Foreign Equivalent required
4+ years collections in an inbound/outbound call center environment
3+ years in the financial service industry required
2+years of supervisory experience
1 year of sales experience preferred but not required
Prior knowledge of call center operations required
Proven record of developing and coaching high performing service teams
Must be team-oriented, highly organized, detail oriented and have successfully demonstrated the ability to manage multiple priorities.
Proven customer service skills and the ability to resolve problems and prevent customer dissatisfaction while ensuring quality standards are met.
Understanding of MS Office Suite with intermediate technical and computer skills. Specifically an ability with Microsoft Excel
Ability to navigate quickly within various computer programs.
Excellent verbal and written communication skills, as well as strong listening skills
Exceptional analytical and problem solving skills with an ability to think quickly under pressure.
Ability to handle high call volume and answer customer questions in a timely manner.
Ability to look for ways to improve and promote quality.
Ability to work varying shifts including evenings and weekends.
Demonstrate ability to follow company policy, guidelines and procedures
Maintain professional dress and demeanor
Demonstrated ability to maintain confidentiality using tact and diplomacy.