Supervisor

MAIN RESPONSIBILITIES

To perform this job successfully, the incumbent must be technically competent with a proven track record of effectively supervising a team of Customer Service Agents. In this regard, the job incumbent must be capable of performing and overseeing the execution of the following duties:

• Manage the early receivables and recoveries portfolio to facilitate effective collection and adherence to established procedures and standards. This includes:

• Assigning new accounts to Customer Service Agents daily.
• Establishing goals and strategies for the Customer Service Agents.
• Auditing the performance of the Customer Service Agents daily to ensure that they utilize the most effective and or multiple media to communicate with customers to bring urgent resolution to their account.
• Monitoring the Customer Service Agents daily to ensure compliance with the company's policies and procedures.
• Attending client meetings as required by the Executive Team to discuss and review performance and to feedback and recommendations. 

• Provide the necessary guidance, support & training as needed to the Customer Service team to ensure the company's image and customer service standards are consistently maintained. Training should include evolving regulatory updates, customer engagement strategies, and the industry’s best practices.

• Produce or oversee the preparation of weekly, monthly, and other ad-hoc reports for management and key stakeholders to facilitate effective monitoring and sound management decision-making. Reports should reflect analysis of portfolio trends, agent performance metrics, and forecasting insights to drive tactical adjustments.

• Effective supervision of direct reports through Human Resource related activities to ensure growth and development to achieve department objectives and sustainability, such as but not limited to:
•  Reviewing employee performance to identify strategies for gap closure and development.
• Providing training, coaching and mentoring opportunities so that staff are best positioned to achieve the department’s objectives.
• Managing succession planning efforts by identifying high-potential team members and recommending structured development pathways.
• Treating with all disciplinary matters including recommending appropriate disciplinary action in accordance with Company policies and procedures. 

• Support collaboration across departments (e.g. Legal, Finance, Compliance) to resolve escalated issues and align collections efforts with wider business goals.
• Identify and recommend process enhancements and digital tools to streamline operations, improve recovery outcomes, and enhance agent productivity.
• Perform other duties that may be assigned.
• Manage client relationship through the meeting of KPIs, timely communication, and collaborative approaches to driving collections results. Ensure client engagement efforts support overall portfolio performance and reinforce the company’s image and standards.

EDUCATION AND CERTIFICATION

• Associate Degree in Business Management from a recognized, accredited institution; a first Degree in Management would be considered an asset.
• Solid knowledge of Credit and Collections procedures

• Working knowledge of legal regulations related to collections activities

EXPERIENCE

• A minimum of one (1) year experience in a similar position with supervisory responsibilities
• Proven experience and proficiency in the use of Microsoft Office Tools.
• Ability to type 45 WPM.
• Ability to navigate via multiple windows in a PC environment.
• Knowledge of lending and collection regulations will be an asset.

SKILLS, ATTITUDE AND BEHAVIOURAL COMPETENCIES

• Strong coaching and development skills
• Excellent verbal communication and negotiation skills
• Excellent organizational and time management skills
• Proven ability to work quickly and accurately
• Ability to work in a highly confidential environment
• Flexible and adaptable
• Persistent, assertive and competitive natured
• Excellent team and interpersonal skills
• Strong customer service focus
• Professional, tactful and sensitive
• Goal/Results driven
• Sound decision-making and troubleshooting ability
• Solutions oriented