Job Description

Supervisor, Collection Services | 100% In Office Opportunity (Henderson, NV)

General Summary

The Collection Services Supervisor is responsible for managing the day-to-day operations of a Customer Experience team. The Supervisor will provide structure, direction and support to Customer Service Center staff to ensure the highest level of performance is achieved and exceptional customer service is provided to both internal and external customers by managing a combination of people, processes, and technology in accordance with company procedures and applicable state statutes.

Essential Duties and Responsibilities

Supervise day-to-day activities

• Provides crucial support to the team - circulates the floor periodically every day to be available to provide assistance and instructions. Remains available at all times for questions and concerns.
• Monitor Specialists’ attendance, schedule adherence, and acceptable occupancy to meet or exceed key performance indicators.
• Work closely with other Supervisors and business units to ensure customer needs are met while meeting or exceeding department goals and objectives.
• Monitor queues, volume and trends; recommend real-time and/or long-term process adjustments as necessary and alert management as appropriate. Prepares performance reports by collecting, analyzing, and summarizing data trends on a daily, weekly, and monthly basis. Report to individual team members, area teams, and management, as appropriate.
• Review operating procedures regularly and maintain appropriate work standards. Gather feedback from internal and external customers to ensure department procedures meet the statutory requirements of the business.
• Identify customers who are behind on payments and managing policy cancelations via outbound channels, developing strategies to collect past-due accounts, and ensuring that all legal and compliance regulations are met

Responsible for talent management

• Participates in recruiting, selecting, orienting, training, assigning, coaching, developing, counseling, and performance management; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; ensuring compliance with policies and procedures.
• Monitor productivity, quality, and customer service standards and perform audits. Carry out performance management, measurement and evaluation of all team members to improve customer focus and efficiency. Recommend process improvement and quality assurance programs.
• Sustain an environment that fosters teamwork, values diversity, supports, and respects all team members.
• Provide the resources, tools, training and development to achieve optimal results in accordance with operating procedures.
• Conduct regularly scheduled department/team meetings.

Foster an environment of continuous improvement

• Increase the effectiveness and efficiency of the department through communication and improvement within each organizational function.
• Identify and evaluate technologies; assist with defining requirements; technical specifications and coordinate implementations.
• Participate on inter-departmental initiatives to accomplish strategic plans. Represents the department on area and corporate project teams.
• Contribute to short and long-term organizational planning and strategy.

Excel at prioritizing, planning and executing

• Ensure that competing priorities (i.e. workload, projects, meetings, training and coaching) are completed while achieving performance objectives.
• Assists with meeting department financial objectives by assisting in preparing an annual budget and monitoring expenditures.
• Establish and communicate individual and team objectives.
• Assign tasks, follows up and gives instructions as necessary.
• Other duties as assigned or as situation dictates.
• Timely responsiveness to escalated customer service issues.

Job Requirements

• One year supervisory experience
• Must have a High School diploma or GED equivalent.
• Strong leadership, collaboration and interpersonal skills.
• Analytical, verbal, and written communication skills.
• Organizational and time management skills.
• Ability to maintain professionalism while having crucial conversations.
• Ability to work independently and as a team member.
• Proficiency with MS Office products including Word, Excel, PowerPoint and Outlook.
• Maintain the highest level of confidentiality.
• Solid decision making skills. Good judgment to determine the best approach in ambiguous situations.
• Experience with and propensity to learn evolving technology.
• High-volume inbound call center experience.
• Workers Compensation claim experience.
• Financial or collections industry experience.

Preferred But Not Required

• Bilingual English/Spanish communication skills preferred.
• Associates Degree preferred.
• Expertise in training and/or facilitating small-to-large group sizes.
• An equivalent combination of education and experience may be substituted for the requirements listed above.
• Three years providing supervision in a Customer Service Support environment preferred.
• Knowledge of cloud based Call Center ACD/CRM software preferred.

Work Environment

This position is required to be in-office full time with minimal travel to other office locations/meeting locations occasionally. This role potentially and will routinely use office equipment such as computers, phones, printers, and web conferencing technology as examples.

• This is largely a sedentary role; however, some mobility is required.
• May work early, late, or occasional weekend hours to accommodate business needs.
• Occasional lifting of a maximum of 30lbs.
• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Salary: $48,000- $65,000 + Comprehensive benefits package and bonus opportunity, please follow the link to our benefits page for details!

About EMPLOYERS

EMPLOYERS is a dynamic, fast-growing provider of workers' compensation insurance and services, we are seeking a goal-oriented individual willing to put their ideas to work!

We offer a positive, challenging work environment, combined with an opportunity to build your career as you help us grow our business, in innovative and imaginative ways that are uniquely EMPLOYERS®!

Headquartered in Nevada, EMPLOYERS attributes its long-standing success to its most valuable resource, our employees across the United States. EMPLOYERS is known for the quality service and expertise we provide to our clients, and the exemplary work environment we provide for our employees.

We live and breathe our core values: Integrity, Customer Focus, Collaboration, Initiative, Accountability, Innovation, and Personal Fulfillment. These are the pillars that support how we do business with our clients as well as how we treat each other!

At EMPLOYERS, you’ll discover an energetic environment that inspires top achievement. As “America’s small business insurance specialist”, we have the resources, a solid reputation and an expanding nationwide identity to enrich your work/life and enhance your career . #HP22

Compensation details: 48000-65000

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