Merchant Support Supervisor

Description

Reports to: Chief Operating Officer  

Classification: Full Time, Exempt

JOB DESCRIPTION

Summary/Objective

The Merchant Support Supervisor will oversee see external collections placements and be responsible for functions including but not limited to: agency placement and management, debt sales, process documentation & implementation, KPI reporting, liaison with legal team, contact strategies, and culture development.

Essential Functions

• Manage agency metrics, performance criteria, policies and procedures to continuously improve productivity.
• Review quality assurance reports, manage external agency relationships and customer responses.
• Conduct one-to-one meetings, weekly meetings, coaching sessions, and performance reviews in a timely manner.
• Document, update and maintain procedures for write-offs, placements, and agency management.
• Identify trends and recommend appropriate solutions to improve performance and drive portfolio performance, including recall and 2nd party placement strategies.
• Lead the team through demonstration of ECG’s core values.
• Work with team to audit agency approach, accountability of follow-up, and negotiate various settlement strategies.

Requirements

Required Education and Experience

• Familiarity with the lending industry and loan operations.
• 5 years of leadership experience in related capacity.
• Excellent written and verbal communication and interpersonal skills.
• Ability to prioritize, manage time and meet deadlines.
• Strong problem solving and analytical skills.
• Proven project leadership and conflict resolution skills.
• Ability to motivate and lead a team.
• Willingness and ability offer broader management insight beyond your daily duties – work as a team and / or assist other functional departments to help ECG achieve its broader mission statement.

Supervisory Responsibility

This position will supervise agency support representatives.

Work Environment

This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

This is largely a sedentary role; however, some filing is required. This would require the ability to lift files, open filing cabinets and bending or standing on a stool as necessary.

Position Type/Expected Hours of Work

This is a full-time position, and hours of work and days are Monday through Friday, 8:00 a.m. to 5:00 p.m. Occasional evening and weekend work may be required as job duties demand.

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.