We are hiring a full time Collections Front Line Manager to join our team!
GreenSky is one of the fastest growing financial technology companies in America. We make it easy for businesses of all sizes to offer credit to their customers with a fast and paperless solution. With billions of dollars in loans and hundreds of thousands of satisfied customers, we are quickly changing the consumer credit marketplace. We have developed a highly scalable loan origination and servicing platform and unique loan origination tools to deliver a differentiated level of service to our multiple stakeholders, including bank partners, merchant and retailer channel partners, consumers, and borrowers.
As a Collections Front Line Manager (FLM), is responsible for ensuring Greensky’s Collection’s department has well trained, engaged, and fully accountable personnel who execute best-in-class delinquent account resolution activities. The FLM is accountable for selecting individuals that align with Greensky’s fast-paced, customer centric, and compliance focused culture; delivering continuous learning opportunities for employee growth; and serve as the day-to-day support system for a team of 5-15 FTE.
Duties and Responsibilities:
- Contribute to the development of and lead the execution of a best-in-class hiring process. This includes organizing and/or participating in activities focused on increasing applicant pool size such “open house” events; executing a measurably effective prescreening process; overseeing any pertinent candidate testing; leading behavioral-based interviews; and ensuring the completion of pertinent background checks.
- Lead the new hire employee onboarding process. Ensure all applicable tools (Computer, headset, badge, etc.) and access permissions are available as needed for the employee’s first day; meet and greet the employee to ensure they have a clear understanding of the new hire training process and the transition process into the production environment; establish check-ins or a process for the employee to ask questions and receive answers from the FLM, review key areas of the employee handbook (Attendance, PTO, etc.), and provide the employee scorecard and bonus information.
- Participate in and further the new hire training program by continuously working with peers and employees to augment training materials, supervising “nesting” environments, establishing an individualized ongoing support system post new hire training, etc.
- Deliver measurably effective job performance coaching for direct reports. This will include call monitoring (Recorded call and live side-by-side observing), account level browse reviews, and detailed review and analysis of individual metrics. Information will be combined to identify key areas of opportunity in employee hard skills such as knowledge (Product and procedural) and typing/talking as well as soft skills such emotional intelligence and problem solving.
- Act as agent source for information, problem resolution and escalations. This will include answering questions related to the policies and procedures of Greensky as well as the Operations, Human Resources, and Collection departments; providing visible coverage of the “operational floor”; taking escalated calls; and researching account level details for determining appropriate courses of action.
- Serve as the facilitator of companywide knowledge transfer through the organization and execution of collaborative listening and review sessions, daily huddle meetings, peer-to-peer mentoring, cross-department communications, distribution of newsletters, etc. Ensure employees are always up to date on policy and procedural changes.
- Identify and institute metrics through dashboards that accurately and effectively measure performance results. Trend, analyze, and provide regular reporting on coaching and performance metrics for the purpose of assessment and agent/team improvement.
- Foster employee engagement through participation in established recognition programs and other less formal ways to celebrate individual team member achievements. Design and manage contests that foster enthusiasm while delivering measurable benefit to the organization. Routinely check in with employees via roundtables or other mechanisms for gathering feedback and establishing action plans for improvement.
- Partner with employee to complete all required monthly, bi-annual and annual performance review requirements. Actively assist in developing an action plan that aligns with the employees stated career objectives.
- When necessary, prepare and administer corrective performance improvement counseling and developmental action plans meant to resolve employee performance issues and retain the employee as a productive team member.
- Ensure completion of Company required activities such as benefits selection, password updates, etc.
Required Competencies:
- Demonstrated integrity and value commitment
- Proven ability to set and obtain goals
- Outstanding behavioral coaching and development skills
- Excellent interpersonal and motivation skills
- Superior verbal and written communications skills
- Strong time management and prioritization skills
- Established cognitive skills
- Displayed sense of ownership in relation to attitude and actions, assignments and event outcomes
- Able to exercise independent judgment and discretion in matters of significance
- Detail oriented
Required Qualifications:
- Bachelor’s degree or equivalent experience
- 2 year’s coaching/training experience
- Effective working knowledge of Microsoft Office Word, PowerPoint and Excel
Preferred Qualifications:
- Graduate Degree
- Certified Six Sigma Yellow-Belt or other quality/standardization program experience such as TQM, ISO 9000, etc.
- Call-center technology experience; automated dialers, IVR’s, call monitoring software, etc.
- 2+ years supervisory
- 5+ years Customer Service experience
- Knowledgeable in FDCPA, TCPA, FCRA, privacy laws, and CFPB guidelines
- Understanding of state and federal employment laws
GreenSky is an equal opportunity employer and will not discriminate against any employee or applicant on the basis of age, color, disability, gender, national origin, race, religion, sexual orientation, veteran status, or any classification protected by federal, state, or local law. At GreenSky, we promote an environment that thrives on innovation. To deliver effective solutions that meet customer challenges, GreenSky employs an open, standards-based approach to business and service-oriented innovation.
