Truist Collections Supervisor I in Winston Salem, North Carolina
Req ID: R0046600
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Regular or Temporary:
Language Fluency: English (Required)
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.
As a working production manager, supervise the day-to-day activity of select operational functions.
Coach associates daily to recognize high performers and address performance issues.
Complete annual and semi-annual performance evaluations for all direct reports.
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.
Review and approve associate time.
Resolve escalated calls and errors and provide immediate feedback to associates.
Enhance personal and professional growth through participation in required and voluntary training and education.
Facilitate team meetings to discuss various issues, services, and implement policy and procedural, technical and/or process improvement changes.
Work to continually develop and produce metrics specific to the various functions of the Loan Servicing area.
Identify and escalate system issues to management chain.
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.
Associate's degree in a related field, or equivalent education and related training
Four years of client service experience and/or financial services experience
Good analytical skills
Effective coaching and supervisory skills
Excellent interpersonal, verbal, and written communication skills
Excellent computer skills, including ability to navigate between multiple systems
Ability to perform in a fast-paced, highly-dynamic environment; demonstrated time management skills
Ability to work with confidential information in a professional manner
Ability to work with minimal supervision
Willingness to work a flexible schedule/overtime as needed
Demonstrated proficiency in basic computer applications, such as Microsoft Office software products
Bachelor's degree in Business or related course of study
Supervisory experience, preferably in a call center environment
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.
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