Collections Supervisor

***This is a hybrid role, working approximately 25% of time in office and the remainder of time remotely.***

Curo is a leading consumer credit lender serving U.S. and Canadian customers for over 25 years. Our roots in the consumer finance market run deep. We’ve worked diligently to provide customers a variety of convenient, easily accessible financial services. Our decades of diversified data power a hard-to-replicate underwriting and scoring engine, mitigating risk across the full spectrum of credit products. We operate under a number of brands including Cash Money®, LendDirect®, Heights Finance, Southern Finance, Covington Credit, Quick Credit and First Heritage Credit.

In this role, you will be responsible for maintaining call center productivity goals, supervising and training team members, and ensuring collections agents execute their daily tasks. Primary responsibilities include providing reports and feedback to collectors, aiding with call de-escalation, investigating loan discrepancies, providing 2nd voice call reassurance, modeling Heights Finance policy adherence, providing consistent leadership and development, and addressing performance concerns.

What you will be doing:

• Managing the daily activities of collections agents and team leads
• Producing and reviewing performance reports to guide improvement plans
• Consistently reviewing agent calls, calculating call scores, and maintaining records of call quality and correctional notices
• Maintaining and managing incentives for collections staff with an emphasis on motivational strategies while maintaining a professional and productive environment
• Ensuring saturation needs are consistently met when altering collector schedules
• Training new collections staff in accordance with company guidelines
• Ensuring all staff remain compliant with regulatory requirements at all times
• Reporting regularly to the collections manager on designated projects
• Creating and developing a culture of excellence, with demonstrated commitment to the growth of the collections department
• Working openly with all team members in a professional manner
• Maintaining all databases and systems with up-to-date information concerning employee attendance, disciplinary actions, etc
• Bringing performance and behavioral concerns to management’s attention by maintaining an organized system of tracking issues
• Ensuring all collectors acquire the appropriate support and training to apply best skills and practice
• Maintain availability to collections agents via chat, helplines, and in the office
• Reviewing dialer reporting and performance to maintain dialer proficiency
• Responding to email and voicemails in a timely manner within company policies and procedures; provide a timeline for potential delays
• Building and maintaining positive relationships with team members while adhering to the professional standards of conduct
• Maintaining a flexible schedule when needed to maintain proper procedures for opening and closing
• Motivating team members and building team cohesion while leading by example
• Adhering to the FDCPA and FCRA and all other regulatory authorities as they relate to call center operations

• High School diploma, General Equivalency Diploma (GED), or equivalent experience
• Minimum of 6 months progressive management experience in a phone-based lending call center environment, or equivalent experience; lending/finance/collections is strongly preferred
• Strong proficiency in computerized applications such as word processing, spreadsheet, email, and specialized business applications software (Windows, Microsoft platforms; Word, Excel, Team, and Outlook)
• Excellent oral and written communication skills
• Demonstrated strong analytical, organizational, and problem-solving skills
• Proven ability to multitask, work well with others, and take directions as necessary
• Proven ability to coach and develop others
• Strong communication and interpersonal skills
• Strong attention to detail, and decision-making abilities
• You must be able to work full-time based on your assigned shift, including having the flexibility and willingness to work rotational shifts based on business needs
• When working remotely, you have the ability to work in a quiet, private place where you can work without background noise
• Must be hardwired to your home modem using the provided ethernet cable and be able to meet the minimum work-from-home requirements (including hi-speed internet in your home with minimum 50 Mbps download & 5 Mbps upload speeds)
• A willingness and desire to learn from the best in the industry and apply your learning's to support your clients throughout the client life cycle

Base Hourly Rate: $24.00 - $30.00

The base hourly range represents the low and high end of the anticipated hourly range for this position based on the state average.  The actual base hourly offered for this full-time position will be determined by various factors, including but not limited to, location, skills, knowledge, competencies, and experience.

All full-time employees are also eligible for the following benefits: Paid Time Off, Medical, Dental, Vision, 401k, Life Insurance, Disability, and other voluntary coverages.

CURO Supports Equal Employment Opportunity. CURO (dba Cash Money^®, LendDirect^®, Heights Finance, Southern Finance, Covington Credit, Quick Credit, and First Heritage Credit) is committed to a policy of providing equal employment opportunity to all qualified employees and applicants. This commitment is reflected in all aspects of our daily operations. We do not discriminate on the basis of race, color, sex, religion, national origin, marital status, age, disability, veteran status, or genetic information in any personnel practice, including recruitment, hiring, training, compensation, promotion, and discipline. Additionally, we do not discriminate based on any other characteristic protected by applicable state/provincial or local law where a particular employee works. In addition, it is the policy of CURO to provide reasonable accommodation to qualified employees who have protected disabilities to the extent required by federal law and any state/provincial law where a particular employee works.

Notice to CURO job applicants: CURO will never ask for your personal banking information, transfer of funds, a credit card, or for you to purchase any equipment to process a job application or for training. Authorized CURO representatives' email addresses will end in @curo.com, @first-heritage.com, @heightsfinance.com, and @cashmoney.ca.