9 days old

Supervisor, Default Prevention Services

San Angelo, TX 76903
Regular Full Time

The Default Prevention Supervisor has responsibility for day-to-day monitoring and oversight for a team of representatives in support of delivering direct service support to our clients on assigned contracts. 

Primary responsibilities include:
Supervisory responsibilities for a team of approximately 20-40 non-exempt call center services staff.
Monitors daily activity through various functions such as reviewing operational reports for employee performance results against goals and activities, attendance reports, observation by being active on the production floor, conducting side-by-side training, reviewing compliance reports, and other supervisory activities. 
Raises concerns regarding employee actions and status changes such as hiring, disciplinary action, and termination to management.
May participate with next levels of management and HR in support of employee actions and status changes such as hiring, disciplinary action, and termination.  
Consistent training, ongoing monitoring and feedback with staff regarding day-to-day account and call activity to ensure compliance, client satisfaction, and employee performance. 
Ensure completion of all required training is conducted and policies adhered to for assigned staff.
In coordination with next level management, completes internal staff processing activities such as time cards, time off requests, and other status activities.
May provide input to management regarding staffing needs, operational activities, plans and alignment of operational strategies to deliver maximum customer satisfaction and meeting/exceeding company production goals. 
Handles any account or borrower call escalation and resolves issues that may arise.
Accountability for compliance, customer satisfaction, and problem resolution.
Contribute to the development of analytics and or reporting in order to identify efficiency opportunities, mitigate potential risks or issues, and to monitor daily service delivery activity.
Help raise opportunities for increased efficiency to processes, systems and tools used in delivering services.
Contribute to the development of programs and operational plans that promote a positive, focused, and driven team environment.
Support effective monitoring of operational activities through appropriate legal means to ensure all conduct, behavior and work being performed is in compliance with federal, state and local laws including internal policies and procedures.
Performing other duties as may be required to meet business needs. 


Required Skills and Knowledge:
Good understanding of 3rd party client servicing, pre-default/delinquent loan servicing business principals, call center concepts and tools, and any applicable laws(Such as TCPA or FCRA)
Proven ability to consistently deliver business results while also maintaining excellent compliance, and high customer satisfaction.
Ability to train, provide constructive feedback to day-to-day work results and motivate employees.  
Requires good communication skills coupled with analytical and critical thinking abilities.
Possess ability to support and maintain a team environment where collaboration and the knowledge transfer process are critical for success.
Ability to build effective relationships both internal and external to the organization
Exercises excellent judgment and possesses a keen attention to detail
Demonstrates initiative, and creativity to drive excellent customer results and satisfaction
Able to solve complex problems, and resolve disagreements with informed, rational debate.
Ability to lead a team with strong commitment to positive, constructive and progressive work environment aligned with the company core values of People, Excellence and Innovation.
Acts with confidence and achieves results
Builds credibility and trust
Mind-set of continuous improvement and adapts quickly and effectively to change
Strong process, project and program management skills
Exemplary attendance 


Physical Requirements
Ability to work effectively in fast paced office environment, which may include nights/weekends to meet business needs.
Sit/stand/walk 8-12hr/day
Lift/carry/push/pull under and over 10lbs occasionally
Keying frequency, handling, reaching, fine manipulation


Education and Experience:

High School diploma or equivalent
Some college education in business, finance or related preferred
Experience in a lead or supervisory role  
2-4 years experience in call center, collections, or processing services environment with leadership responsibilities, and preferably with client service delivery responsibilities.



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Posted: 2020-11-19 Expires: 2020-12-27
Analytics, audit, and recovery services for healthcare, government and student loans.

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Supervisor, Default Prevention Services

Performant Financial
San Angelo, TX 76903

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