Collection Supervisor

NCO is an industry leader in providing business process outsourcing services including accounts receivable management, customer relationship management and back office services for a diversified customer base. Our clients are empowered to successfully address immediate business needs, while empowering long-term growth across the entire customer lifecycle.  NCO provides services through over 100 offices in Antigua, Australia, Barbados, Canada, Guatemala, India, Mexico, Panama, the Philippines, Puerto Rico, United Kingdom and the United States.
 

Principal Responsibilities

• Effectively communicate expectations, consequences, changes, policies, and procedures.


• Provide motivation for the successful accomplishment of the assigned team's quality standards and goals.


• Monitor floor activity and calls to assist employees.


• Provide ongoing feedback to employees regarding files, performance, and improvement opportunities.


• Diffuse escalated calls, negotiate, and create solutions for resolution.


• Present, promote, and support all new initiatives.


• Accurately project and achieve daily, weekly, and monthly revenue goals.


• Accountable for all decisions, actions and directives with respect to job responsibilities.


• When requested, manage and track account settlements and/or accounts closed by Client within established guidelines.


• When requested, conduct monthly audits to ensure that accounts have been executed in compliance with Client's requirements.


• When requested, be responsible for monthly Client reporting and processing of returned accounts for review, offers in compromise, reconsiderations, charge offs, 1^st and 3^rd party levies, pending refund reports, and payment plan reports.


• Knowledge, understanding, compliance, and enforcement of all applicable Federal, State, and Local laws and regulations that regulate the collection industry.


• Knowledge, understanding, and compliance with NCO policies and procedures.


• Responsible for respective department's overall performance and for motivating team to exceed department goals and objectives.


• Assist with progressive discipline with regards to attendance, performance and all aspects of company policy.


• Ensure compliance with client, office, and company standards, policies, and procedures.


• Provide feedback to management concerning possible problems or areas of improvement.


• Make recommendations to implement improved processes.


• Perform other duties as assigned by management.

• Associates Degree or equivalent relevant work experience.


• 2 years of previous collections experience required.  4 years of previous collections experience preferred.


• Working knowledge of Microsoft Excel and Word.


• When required, proficiency with Mercury dialer and Soundbite applications or Davox (Concerto) system.


• Ability to maintain the highest level of confidentiality.


• Excellent interpersonal, written, and oral communication skills.


• Ability to work in a team fostered environment.


• Ability to work in a multi-tasked environment.


• Ability to prioritize and organize work.

• Office environment


• Ability to lift and / or move 20 pounds