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Truist Collections Supervisor I in Winston Salem, North Carolina

Req ID: R0046600

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Regular or Temporary:

Regular

Language Fluency: English (Required)

Work Shift:

1st shift (United States of America)

Please review the following job description:

Supervise the day-to-day activity of select operational functions. Coordinate work activities to achieve the volume expected to meet operational requirements. Ensure that assigned team meets or exceeds service level goals.

ESSENTIAL DUTIES AND RESPONSIBILITIES

Following is a summary of the essential functions for this job. Other duties may be performed, both major and minor, which are not mentioned below. Specific activities may change from time to time.

  1. As a working production manager, supervise the day-to-day activity of select operational functions.

  2. Coach associates daily to recognize high performers and address performance issues.

  3. Complete annual and semi-annual performance evaluations for all direct reports.

  4. Review telephone reporting as well as monitor and evaluate randomly selected calls to assess associates' service level standards and complete online evaluations of client calls.

  5. Review and approve associate time.

  6. Resolve escalated calls and errors and provide immediate feedback to associates.

  7. Enhance personal and professional growth through participation in required and voluntary training and education.

  8. Facilitate team meetings to discuss various issues, services, and implement policy and procedural, technical and/or process improvement changes.

  9. Work to continually develop and produce metrics specific to the various functions of the Loan Servicing area.

  10. Identify and escalate system issues to management chain.

QUALIFICATIONS

Required Qualifications:

The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

  1. Associate's degree in a related field, or equivalent education and related training

  2. Four years of client service experience and/or financial services experience

  3. Good analytical skills

  4. Effective coaching and supervisory skills

  5. Excellent interpersonal, verbal, and written communication skills

  6. Excellent computer skills, including ability to navigate between multiple systems

  7. Ability to perform in a fast-paced, highly-dynamic environment; demonstrated time management skills

  8. Ability to work with confidential information in a professional manner

  9. Ability to work with minimal supervision

  10. Willingness to work a flexible schedule/overtime as needed

  11. Demonstrated proficiency in basic computer applications, such as Microsoft Office software products

Preferred Qualifications:

  1. Bachelor's degree in Business or related course of study

  2. Supervisory experience, preferably in a call center environment

  3. Bilingual (Spanish)

Truist supports a diverse workforce and is an Equal Opportunity Employer who does not discriminate against individuals on the basis of race, gender, color, religion, national origin, age, sexual orientation, gender identity, disability, veteran status or other classification protected by law. Drug Free Workplace.

Thank you for your interest in Truist! BB&T and SunTrust have come together in a transformational merger of equals to create Truist, the premier financial organization in the country. You may notice references to our legacy company names, BB&T and SunTrust, in places throughout this site. All such references should be understood to refer to Truist moving forward while we continue to transition to the Truist name.

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SunTrust is federally registered service marks of SunTrust Banks, Inc.

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