Call Center Team Leader

When you join Sallie Mae, you become a champion for all students.

We’re on a mission to power confidence as students begin their unique journey. To help them plan their higher education, successfully finish, and prepare for life after school. To help them Start smart. Learn big.

Students need guidance navigating this important time in their life. They need someone who acknowledges that their education path is unique. They need a partner willing to evolve and not only meet but surpass their expectations. We’re changing. Because students need a better way.

We’re looking for people who are excited to drive this transformation. To break barriers and think of new ways to adapt, help, and create better experiences for students—and for each other.

This is where diverse backgrounds, beliefs, and perspectives matter. It’s where you’re empowered to bring your authentic self to work.

Feeling your best allows you to do your best. Our benefits take care of the whole you—from physical and mental to financial and professional. You’ll get opportunities to further your education and career, support for you and your family (including your pets!), paid time off to volunteer for the things that matter to you, and more.

We’re obsessed with impact and making a real difference. For us, that means putting relationships first, asking “why not?” when tackling challenges, and continuously learning new skills.

Come do more than join something, change something. For students, for future generations, for the future of education.

What You'll Contribute

The Associate will be responsible for managing the day-to-day operations of our collections department to optimizeliquidation performance, resolution rates, and drive collector compliance withregulations.

What You’ll Do

• Lead and motivate a team of collection professionals, providing guidance, training, and performance feedback to drive productivity and effectiveness.

• Utilizes all available reporting to analyze performance factors to identifyboth successes and areas of focus to enhance assigned individual’s performance

• Conducts side-by-side observation sessions andcompletes listening evaluations.This includes live listening's, and account browses andidentifies opportunities for improvement.

• Provide daily direction and communication to employees so that calls are handled in a timely, efficient, and knowledgeable manner.

• Develop appropriate coaching plans for everyone, tracks individual’s progress and provides feedback for management consideration.

• Creates and maintains a high-quality work environment so team members are motivated to perform at their highest level.

• Provides lead coverage for all employees and provides customer call assistance rotating on Friday and Saturdays as needed.

• Provides guidance to staff and identify to senior management when additional oversight is needed

• Monitor lunches, breaks, handle times and other adherence performance factors

• Maintain continuing education, training in industry career development.

• Brainstorms with senior management to assess educational needs on the floor

• Helps Education Specialist to facilitate training sessions with classes of collectors

• Calibrate with our business support areas to mitigate risk

• Develops handouts and training material for desk drops as needed

• Assist with escalated phone calls when necessary

• Ad hoc reporting and remediation

• Assist the senior leadership team with interviewing and hiring candidates.

What You Bring

Minimum education, skills and experience required.

• Bachelor’s Degree or equivalent experience preferred

• 1+ years of experience in operations within financial services

• Working knowledge of all federal and state rules and regulations governing collections including FDCPA, Privacy Act and FCRA.

• Effective written and oral communication skills

• Excellent negotiation skills with the ability to influence others

• Demonstrated ability to appropriately manage multiple priorities in a time sensitive manner and high-volume environment

• Strong analytical and problem-solving skills with the demonstrated ability to accurately identify issues, effectively resolve problems and or escalate to management.

• Ability to work flexible day, evening and weekend hours as required

• Proficient in MS Applications

The Americans with Disabilities Act

Feeling your best helps you do your best:

Our benefits take care of the whole you—so you can build your work around your life (not the other way around!).

• Competitive base salaries

• Bonus incentives

• Generous PTO, Floating Holidays and 12 Federal Holidays observed

• Support for financial-well-being and retirement 401k with employer match

• Comprehensive medical, dental, vision, hospital indemnity, critical illness, pet insurance and more

• Employer paid short-term/long-term disability and basic life insurance

• Flexible hybrid working arrangements.

• Paid parental leave and adoption reimbursement programs

• Free access to on-site staffed fitness centers (in Delaware) and gym subsidy (for locations outside Delaware)

• Confidential counseling support (EAP), Health Advocacy services and Wellness program with financial incentives

• Tuition Reimbursement and Family Scholarship Programs

• Career development and training opportunities

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Sallie Mae is proud to be an equal opportunity (EEO) employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender, sexual orientation, national origin, age, genetic information, gender identity, disability, Veteran status or any other characteristic protected by federal, state or local law. Click to view the U.S. Pay Transparency Policy, for federal job applicant notices, and to view the California Employee Privacy Notice.

Reasonable accommodations are available for applicants with disabilities in all phases of the application and employment process.