Contact Center Manager - Collections bei IQVENTURES HOLDINGS LLC

Description

Position Summary:

Manage and coordinate the activities of the contact center and its staff. Manage all functions of individuals in the department. Manage all function of individual department including online portfolio growth and goal achievement. Manage workflow of contact center associates related to new, repeat, direct and indirect leads, life cycle of online products, retail customer marketing support, collections and customer retention. Process loan transactions in a professional manner including customer assistance navigating the website. Keep records of various transactions. Provide exceptional service to customers. Create a positive, respectful, friendly environment among subordinates, peers, leadership, and customers. Effectively communicates with remote agents and builds an effective team environment while agents work from home. Enforce policy and procedures compliance and risk management. Hire, train, motivate and evaluate staff.

Responsibilities:

• Develop and maintain a professional relationship with consumers. Provide an atmosphere of respect, courtesy, prompt resolution, and friendliness.
• Promote a safe and professional workplace environment.
• Interpret and communicate work procedures and company policies to staff.
• Manage the call center floor ensuring proper staffing and agent availability.
• Conduct biweekly meetings with staff to perform ongoing and consistent training and to maintain the department’s focus on current objectives.
• Research, compile, and prepare reports, correspondence, and other information required by management or governmental agencies.
• Collaborate with field employees to create customer service channels.
• Compile and maintain department resources and training materials.
• Manage quality assurance through coaching and call and ticket review monitoring.
• Monitor and report compliance situations as needed.
• Personally comply with governmental regulations as well as company policies, procedures, laws, and maintain compliance within the location.
• Take escalated phone calls ensuring effective communication with consumers and field employees to resolve issues.
• Recruit and interview new associates.
• Perform associate reviews and set career paths.
• Develop all staff to meet department objectives.
• Manage Team Leads to ensuring they are meeting position objectives.
• Create and/or maintain department procedures to mitigate risks to the company for noncompliance to state and federal laws and regulations.

Requirements

Skills:

• Active Listening – Give full attention to what other people are saying, take time to understand the points being made, ask questions as appropriate, and prevent interrupting at inappropriate times
• Service Orientation – Actively look for ways to help people
• Social Perceptiveness – Be aware of others' reactions and understand why they react as they do
• Reading Comprehension – Understand written sentences and paragraphs in work related documents
• Verbal Communications – Speak with others to convey information effectively
• Critical Thinking – Use logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions, and/or approaches to problems
• Advanced analytical skills with the ability to assess and present quantitative and qualitative data
• Judgment and Decision Making – Consider the relative costs and benefits of potential actions to choose the most appropriate one
• Negotiation – Bring others together and trying to reconcile differences
• Persuasion – Persuade others to change their minds or behavior
• Troubleshooting – Determine causes of operating errors and deciding what to do about it
• Computer Literacy – Knowledge of windows-based computer applications
• Data Entry – Ability to type and retrieve customer information along with type 30+ words per minute
• Management of Personnel Resources – Motivate, develop, and direct people as they work while identifying the best people for the job
• Monitoring – Monitor/Assess performance of yourself, others, and/or organizations to make improvements or take corrective action
• Time Management – Manage one's own time and the time of others
• Mathematics – Use mathematics to solve problems

Experience and Education:

• Required:
  • High School Diploma (or GED or High School Equivalence Certificate)
  • Over 2 years of Call Center Management experience.
• Preferred:
  • Bachelor’s Degree, preferably in Business Management or a related field
  • Merchant Cash Advance (MCA) experience a plus

Physical Requirements:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Ability to sit for long periods of time

While this job description is representative of the responsibilities and tasks of the role, it is not to be considered complete nor all-inclusive. Incumbent may be asked to participate in additional related tasks and responsibilities

Why Join IQVentures:

• Excellent benefits
• Work on multiple innovative consumer and business brands.
• Diverse Culture and Inclusive Environment

Our Benefits Include*:

• Access to a robust learning management system, full of e-learning modules and training programs to help boost your professional and personal development
• Paid on-the-job training & professional development programs
• Benefits available on the date of hire
• Multiple coverage levels for Medical, Dental, & Vision
• 401(k) with Company match with immediate vesting
• Health Savings Account
• Company-provided Life & AD&D Insurance
• Pet insurance
• Voluntary benefits, including short-term and long-term disability insurance, accident, critical illness and legal insurance.

IQ Ventures is an Equal Opportunity Employer. It’s our policy is not to discriminate against any applicant or employee based on actual or perceived race, age, sex or gender (including pregnancy), marital status, national origin, ancestry, citizenship status, mental or physical disability, religion, creed, color, sexual orientation, gender identity or expression (including transgender status), veteran status, genetic information, or any other characteristic protected by applicable federal, state or local law. We will provide accommodations to applicants needing accommodations to complete the application process.

At this time, IQ Ventures cannot transfer nor sponsor a work visa for this position. Applicants must be authorized to work directly for any employer in the United States without visa sponsorship. NO Relocation Assistance Offered - Local Candidates Preferred

IQ Ventures is an established, profitable technology and financial services company serving clients nationwide. IQ Ventures is well-regarded for its high integrity and collaborative leadership culture that rewards both individual thinking and team decision-making. Our leadership team is comprised of seasoned professionals who bring their vast experience and high standards of excellence to their work.

We are not accepting candidates from third-party recruiters at this time

*Based on current benefit offering, which is subject to change with or without notice. Certain benefits are subject to the terms and conditions of the governing plan documents which should be consulted for additional details and eligibility requirements.