Financial Care Supervisor (Sallie Mae)

Job Description

Job Description

Summary

Oversee a team of Financial Care Agents to maintain consistent performance in the resolution of early stage past due accounts. The Financial Care Supervisor will handle the team’s escalated issues and be assigned accounts for escalated resolution.

Essential Functions

• Supervise a team of Financial Care Agents
• Monitor agent’s arrival and departure times and breaks, and review and approve timekeeping for the team.
• Work with agents to answer questions and to help them reach their collections and customer experience goals
• Provide on-going training and development for Financial Care Agents and ensure systems training is completed timely.
• Take team calls as needed and handle disputes and escalation calls
• Manage incentive programs under the direction of leadership.
• Communicate in a professional manner with consumers, co-workers, and clients
• Monitor agent adherence to all Federal, State and Local Laws and regulations.
• Hit or exceed given performance goals for assigned accounts
• Maintain daily priorities on work desk
• Make appropriate decisions in accordance with Company policy for resolving each assigned account issue
• Cooperate with peers and management in a team environment
• Regularly assess agent performance and address any deficiencies through coaching and progressive discipline as necessary.
• Document accounts and Company forms correctly
• Conduct monitoring of agent calls and hold call calibration sessions and coaching with agents, if applicable
• Uphold and model Company policies and procedures
• Keep up-to-date knowledge, understanding, and compliance with all Federal, State, and Local laws and regulations, with functional area (including FDCPA laws and state laws) to ensure compliance with all state and federal regulations and with Company policies and procedures
• Maintain regular attendance and timeliness which are required due to the production-based nature of the business and client requirements
• Provide proactive feedback to management concerning potential problems and recommendations for improvement. Recommend process improvements for efficiencies and best practices
• Adhere to all Company, Client and Consumer confidentiality and security policies and procedures

Non-Essential Functions

Supervisory Responsibilities / Accountabilities

Requirements

Working Conditions

Work is generally performed within an indoor office environment utilizing standard office equipment. Desk setting inbound call center / cubicle.

Physical Requirements

While performing the duties of this job, the employee is regularly required to talk, type, see, and hear while sitting at a computer terminal for extended periods of time. The employee frequently is required to multi-task (e.g., talk and type simultaneously). The typing aspect of the job requires the employee to reach with hands and arms; and use hands and fingers to handle / feel the keys. The job requires extensive use of keyboards and computers

Position Type / Expected Hours of Work

Some flexibility in hours is allowed, but the employee must be available during the department’s scheduled hours and guidelines, which may include at least one or two evening and / or weekend shifts. Full-time employees must maintain continuous full-time employment status. Because of the production-based nature of the job, employees must be able to adhere to their schedule and attendance policies.