Position Type :
Type Of Hire :
Experienced (relevant combo of work and education)
Education Desired :
Travel Percentage :
GENERAL DUTIES & RESPONSIBILITIES
u2022 Oversees one or more teams of collections associates who support loan collections via phone and/or email in both an onsite and remote capacity.
u2022 Monitors operations to ensure adherence to service level standards and company/department policies and procedures.
u2022 Ensures professional and courteous customer support services are delivered to promote a productive and positive relationship with customers.
u2022 Ensures adequate phone coverage including making decisions regarding dialer strategies and schedule changes.
u2022 Acts as an escalation point for resolving the most difficult customer issues.
u2022 Provides continuous improvement and digital transformation insights and project management.
u2022 Evaluates the quality of collections associates' calls; provides feedback to reps on strengths and areas for improvement.
u2022 Communicates with clients, vendors and other departments to ensure quality service delivery and customer satisfaction.
u2022 Serves as an escalation point for resolving the most difficult customer issues.
u2022 Responsible for performance appraisals, disciplinary actions, hiring/interviewing, promotions and salary changes.
u2022 Provides coaching and mentoring to contact center supervisors and team leads and occasionally to customer service representatives.
u2022 Approves and implements streamlining opportunities and process improvements.
u2022 Coordinates customer service activities with other internal functions.
u2022 Tracks and reports contact center performance against objectives and goals, i.e., quality, call volume, customer satisfaction, etc.
u2022 May serve as a backup to more senior customer service management in their absence.
u2022 Other related duties assigned as needed.
Associate's or Bachelor's degree or the equivalent combination of education, training, or work experience is preferable.
GENERAL KNOWLEDGE, SKILLS & ABILITIES
u2022 Considerable knowledge of the collections, services and business operations to enable resolution of customer inquiries
u2022 Excellent customer and client service skills that build
u2022 Excellent verbal and written communication skills
u2022 Must be detail-oriented and customer-driven, focusing on providing the highest quality products and services to FIS internal and external customers
u2022 Ability to lead and manage large teams effectively
u2022 Working knowledge of workforce management practices and tools, e.g., scheduling software, quality monitoring software
u2022 Demonstrated problem-solving and decision-making skills
u2022 Demonstrated analytic and root cause analysis skills for process improvement initiatives
u2022 Demonstrates effective people skills and sensitivities when dealing with others
u2022 General skill in the use of MS Office and other standard software applications required to perform the job duties
u2022 Ability to work both independently and in a team environment
FIS JOB LEVEL DESCRIPTION
Career level management role. Works under general direction of middle level customer service management. Typically manages two to five teams of Customer Service Associates. Manages and mentors supervisors, team leads and/or customer service staff. Serves as a project leader and/or subject matter expert. Typically requires a minimum of five years of experience in a collections or customer service-related position in a service industry and three or more years of supervisory or team leadership experience.
FIS is committed to protecting the privacy and security of all personal information that we process in order to provide services to our clients. For specific information on how FIS protects personal information online, please see the Online Privacy Notice.
FIS is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, marital status, genetic information, national origin, disability, veteran status, and other protected characteristics. The EEO is the Law poster is available here supplement document available here
For positions located in the US, the following conditions apply. If you are made a conditional offer of employment, you will be required to undergo a drug test. ADA Disclaimer: In developing this job description care was taken to include all competencies needed to successfully perform in this position. However, for Americans with Disabilities Act (ADA) purposes, the essential functions of the job may or may not have been described for purposes of ADA reasonable accommodation. All reasonable accommodation requests will be reviewed and evaluated on a case-by-case basis.
Recruitment at FIS works primarily on a direct sourcing model; a relatively small portion of our hiring is through recruitment agencies. FIS does not accept resumes from recruitment agencies which are not on the preferred supplier list and is not responsible for any related fees for resumes submitted to job postings, our employees, or any other part of our company.