Remote Call Center Supervisor Jobs in Rochester, NY

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This position is remote eligible for up to 40% of the time after a 90-day training period. Monday - Friday 8:30am - 5:30pm with one night per week 10:00am - 7:00pm. Must work one Saturday per month on a revolving schedule from 9:00am - 12:00pm. Must be flexible to meet current and future business needs.

ESL offers a competitive benefits package which focuses on providing a work life balance for all employees. Our benefits include robust options such as our wellness program, family assistance plan, 401k with match, paid volunteer time and Learning & Development training among many others.

Starting Pay: $24.66 per hour

In addition to competitive pay and benefits, we offer an annual performance-based incentive that rewards eligible employees for their contributions to our success.

This position is accountable to contact members that are delinquent or at risk of loss on their loans/accounts via multiple communication channels. A Loan Payment Solutions Representative must balance their communication skills, understand the proper financial practices and regulatory compliance requirements in order to recover outstanding debts and minimize the overall loss to ESL. This position also requires the ability to properly negotiate with each member and provide all solutions available. Multiple conversations and communication channels to each member might occur to make contact.

Member Experience and Financial Impact

• Contact all accounts assigned through the various communication channels, based on risk and loss levels to attempt collection resolution via issue identification, loss recognition, and problem resolution resulting in minimization of loss and maximization of return to ESL.
• Handle calls professionally, empathetically and effectively with the ability to de-escalate a situation when necessary.’
• Have a basic understanding of all loan/product types offered at ESL in order to answer general questions.
• Negotiate payment arrangements and recommend ad hoc solutions to the member with proper approval from appropriate designated team members.
• Review full scope of member relationship and recommend/refer to the proper outside partner when applicable.
• Identify potential problem/risk loss accounts and refer to their Senior LPS rep, Specialist or Supervisor for guidance/assistance, if needed.
• Analyze account histories to Identify and resolve payment discrepancies when necessary.
• Provide all requested documentation when applicable, to include payoff statements, transaction histories, and loan origination documents.
• Work closely with other departments to resolve complex cases.
• Maintain required departmental call averages as assigned.

Operational Excellence with Account Follow up

• Review and make changes to customer demographics, accept on-line payments, waive late fee- based on levels of authority, review extension requests and recommend them to Specialist/Supervisor for approval, as required.
• Complete all assigned workflow and checklist detail for each activity.
• Recommend to their Supervisor those accounts requiring repossession, charge-off, foreclosure or qualifying the member for restructure/workout possibilities.

Employee Experience

• Suggest/recommend alternate processes to their Supervisor to enhance overall departmental efficiencies.
• Cross train within the department to learn new tasks and support other areas as necessary.
• Attend training sessions, monthly team meetings, coaching development sessions, and other duties as assigned by the Supervisor.
• Openly accepts feedback to improve performance.
• Consistent reliability and dependability in fulfilling job responsibilities.

• High school diploma or high school equivalency diploma required
• Minimum of 2 years of collection, call center, or direct customer contact experience required
• Proficiency in PC usage and automated systems required
• Strong verbal and written communications skills required
• High Level of active listening skills required
• Good negotiation and time management skills required
• Outside of the box thinking
• Ability to multi task several different issues/accounts required
• Ability to work night and weekend hours dependent on departmental need required
• Demonstrates alignment with ESL's Core Values, mission, vision, and purpose to help our community thrive and prosper

• Associate degree or equivalent combination of education and experience preferred
• Minimum of 3 years of previous collection, call center, or direct customer contact experience preferred
• Ability to de-escalate situations while maintaining professionalism at all times
• Excellent verbal written and communications skills
• Proficient in PC applications
• Experience in a collection group, call center or direct customer facing position is preferred

We’re committed to diversity, equity, and inclusion. We believe we are a stronger, more successful organization because of this commitment. We strive to ensure a robust talent pool of qualified candidates with a variety of skillsets and capabilities for all our openings. We hire great people and welcome all new hires to our award-winning work environment, which has been recognized by the Great Place to Work Institute since 2010.

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