Collections Supervisor
It's fun to work in a company where people truly BELIEVE in what they're doing!
Job Summary
Collections Supervisor interactions and motivates others with a background in banking or collections support. Collections Supervisors are responsible for daily reporting and performance metrics, associate coaching and development, delivering corrective actions, and serving as an integral part of business strategy. Time-management and organizational skills are necessary to effectively handle multiple expectations and thrive in a performance-based call center environment.
Job Description
Essential Job Functions
Call Quality – Provide support to ensure associate call quality and negotiation are within compliance and regulatory guidelines as well as retention guidelines and educate associates on the importance and impact to our business when we are not compliant. This includes call listening and monitoring associates on the floor as well as silent observing and providing real time feedback to our W@H associates. Utilizes knowledge of Microsoft Office tools such as Word, Excel, PowerPoint, and Teams to execute daily work.
Coaching and Development– with the assistance of an Operations lead, provide coaching to associates towards meeting performance metrics. Motivate and develop associates with innovative recognition techniques to ensure individual and team performance expectations are met
Customer Experience – identify, resolve, and escalate concerns (associate, system, and client) as needed and provide support to associates and customer base by resolving escalated calls.
Training – with the assistance of the Operations Lead, on board of new associates. Identifies areas of training for existing associates and ensures that this is completed.
Associate Management - Conduct interviews and recommend talented candidates for hire to maintain a dedicated, high performing workforce. Address and resolve associate issues by exercising judgment and acting as an associate advocate. Write and administer effective formal performance appraisals, performance coaching and progressive discipline including corrective actions and associate terminations. Develops and manages relationships at all levels. Builds strong partnerships with senior business leaders in the Banks and Card Services. Demonstrates outstanding Verbal and Written Communication skills when working with internal and external partners and at leadership Presentations.
Innovate and create - Drive revenue generation results by implementing innovative solutions to overcome obstacles. Be a champion of innovation and change. Ability to achieve key metric goals and lead people in a fast-paced, dynamic environment.
Reports to: Collections Manager
Working Conditions/ Physical Requirements: Call Center environment with non-traditional work schedule. Must be able to work within call center operating hours, including nights, weekends, and holidays
Direct Reports: Minimum 10or more
Minimum Qualifications:
High School Diploma or equivalent education
Preferred Qualifications:
Associate’s Degree
Three or more years work experience to include at least 6 months leaders. Previous collections, call center or sales experience
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About Bread Financial
At Bread Financial, you’ll have the opportunity to grow your career, give back to your community, and be a part of our award-winning culture. We’ve been consistently recognized as a best place to work in many markets and we’re proud to promote an environment where you feel appreciated, accepted, valued, and fulfilled—both personally and professionally. Bread Financial supports the overall wellness of our associates with a diverse suite of benefits and offers boundless opportunities for career development and non-traditional career progression.
Bread Financial is a tech-forward financial services company providing simple, personalized payment, lending and saving solutions. The company creates opportunities for its customers and partners through digitally-enabled choices that offer ease, empowerment, financial flexibility and exceptional customer experiences. Driven by a digital-first approach, data insights and white-label technology, Bread Financial delivers growth for its partners through a comprehensive product suite, including private label and co-brand credit cards, installment lending, and buy now, pay later (BNPL). Bread Financial also offers direct-to-consumer solutions that give customers more access, choice and freedom through its branded Bread CashbackTM American Express’® Credit Card and Bread SavingsTM products.
Formerly Alliance Data, Bread Financial is an S&P MidCap 400 company headquartered in Columbus, Ohio, and committed to sustainable business practices powered by its 6,000+ global associates.
- Bread Financial offers competitive pay, a comprehensive selection of benefit options including 401(k).
- The Company is an Equal Opportunity Employer.
- Any applicant offered employment will be required to establish that they are legally authorized to work in the United States for the Company.
- The Company participates in E-Verify.
- The Company will consider for employment all qualified applicants, including those with a criminal history, in a manner consistent with the requirements of all applicable federal, state, and local laws, including the Los Angeles Fair Chance Initiative for Hiring Ordinance, the San Francisco Fair Chance Ordinance, and the New York City Fair Chance Act. Applicants with criminal histories are encouraged to apply.
- The Company complies with the Americans with Disabilities Act (ADA), as amended, and all applicable state/local laws. The Company will provide accommodations to applicants needing accommodations to complete the application process. Applicants with disabilities may contact the Company to request and arrange for accommodations. If you need assistance to accommodate a disability, you may request an accommodation at any time. Please contact the Recruiting Team at [email protected].
Disclosure of COVID-19 vaccination status will be required after acceptance of a conditional offer of employment except where prohibited by applicable law. Starting January 2022 and to the extent allowed by applicable law, the Company will require all associates who will be on-site or who will travel or interact with others in person as part of their job duties to either be fully vaccinated against COVID-19 or undergo at least weekly testing. The Company is an equal opportunity employer and will consider reasonable accommodations where required by applicable law.
Job Family:
Care Center Operations
Job Type:
Regular