Mortgage Collection Supervisor jobs in Canton, OH

Job Description :

Role Summary / Purpose :

Work directly with Front Line Leaders to help develop, train and coach Front Line Collectors utilizing performance dashboards, call reviews and other metrics

Essential Responsibilities :

• Coach assigned team of Front Line Collectors to performance, including APR, DDR, RPC / HR and CQS.
• Review daily / weekly / monthly dashboards on performance
• Conduct extra call monitoring, deliver feedback and conduct side by side coaching sessions
• Assist with the development and delivery of training (new hire / upskill)
• Assist in the development and execution of performance driven contests and other activities
• Participate in monthly Call Calibrations
• Participate in weekly Collections Performance and Productivity calls and Collection Bulletin calls
• New Hire coaching
• Other duties and special projects as assigned

Qualifications / Requirements :

• 1 year of PLCC / PSCC Front Line Collections experience
• 1 year experience in Excel and PowerPoint.
• Ability to work the following schedule : Sunday- Thursday 10am - 6 : 30 pm

Desired Characteristics :

• Knowledge of Verint Call Monitoring (including scoring form)
• Previous experience coaching to call center performance metrics and / or PAL experience
• Demonstrated ability to handle conflict using soft skills
• Demonstrated strong written and oral communication skills
• Proven ability to give and receive both positive and constructive feedback
• Knowledge of FDR and Workstation
• Schedule flexibility to meet business needs, including evening and weekend coverage
• Demonstrated self-starter as well as a team player
• Demonstrated high level of integrity
• Ability to process information, analyze data and offer effective solutions
• Demonstrated ability to handle and prioritize multiple tasks

Grade / Level : 06

The hourly rate range for this position is $23.00 - $31.00 / hr USD Annual and is eligible for an annual bonus based on individual and company performance.

Actual compensation offered within the posted salary range will be based upon work experience, skill level or knowledge.

Eligibility Requirements :

• You must be 18 years or older
• You must have a high school diploma or equivalent
• You must be willing to take a drug test, submit to a background investigation and submit fingerprints as part of the onboarding process
• New hires (Level 4-7) must have 9 months of continuous service with the company before they are eligible to post on other roles.

Once this new hire time in position requirement is met, the associate will have a minimum 6 months' time in position before they can post for future non-exempt roles.

Employees, level 8 or greater, must have at least 18 months' time in position before they can post. All internal employees must consistently meet performance expectations and have approval from your manager to post (or the approval of your manager and HR if you don't meet the time in position or performance expectations).

Legal authorization to work in the U.S. is required. We will not sponsor individuals for employment visas, now or in the future, for this job opening.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.

Our Commitment :

When you join us, you'll be part of a diverse, inclusive culture where your skills, experience, and voice are not only heard-but valued.

We celebrate the differences in all of us and believe that our individual, unique perspectives is what makes Synchrony truly a great place to work.

Together, we're building a future where we can all belong, connect and turn ideals into action. Through the power of our 8 Diversity Networks , with more than 60% of our workforce engaged, you'll find community to connect with an opportunity to go beyond your passions.

This starts when you choose to apply for a role at Synchrony. We ensure all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.

Reasonable Accommodation Notice :

Federal law requires employers to provide reasonable accommodation to qualified individuals with disabilities. Please tell us if you require a reasonable accommodation to apply for a job or to perform your job.

Examples of reasonable accommodation include making a change to the application process or work procedures, providing documents in an alternate format, using a sign language interpreter, or using specialized equipment.

If you need special accommodations, please call our Career Support Line so that we can discuss your specific situation.

We can be reached at 1-866-301-5627. Representatives are available from 8am - 5pm Monday to Friday, Central Standard Time

Job Family Group : Collections

Collections

Last updated : 2024-04-08