Collections Supervisor

Credit First National Association is a private label credit card bank and the consumer credit division of Bridgestone Americas. The Bridgestone Americas family of enterprises, including CFNA, is comprised of more than 50 production facilities and 55K employees throughout the Americas. We provide the consumer credit solution for the Firestone Complete Auto Care, Tires Plus, and Wheel Works brands, in addition to customized retail credit services for more than 8,000 other tire and automotive retailers nationwide. With competitive interest rates, generous credit limits, and promotional financing, our 4.6 million cardholders enjoy greater purchasing power and financial peace of mind.
At our office in Cleveland, OH, more than 300 professionals gather each day to run a successful private label credit card program. We invest in our community and strongly believe that meaningful commitment to a wide variety of philanthropic organizations builds a better world and a brand that makes us proud.
Benefits, Privileges and Growth Opportunities
+ We offer over 31 Benefits and Privileges to include medical, dental, vision, 401k, cash balance retirement plan and more.
+ We are An Equal Opportunity Affirmative Action Employer, in fact, "One of our strengths is found in our commitment to serve a diverse customer population with diverse teams of teammates."
+ Over 100 years of success is an indication of the stability our workforce enjoys.
Position Summary
The Recovery Supervisor guides and manages the performance, work flow, development and productivity of the Recovery Specialists assigned to his/her team; and for directing their efforts to attain maximum collection dollars while adhering to compliance requirements and complying with company policies and procedures.
Major Areas of Responsibility
Major areas of responsibility include:
+ Training, coaching and team member development
+ Through individual performance, achieves established quality standards and measures
+ Contributes to achieving department delinquency goals
+ Performance and goal achievement
+ Achievement of quality standards and metrics as well as contributing to departmental delinquency goals
+ Administrative such as scheduling, payroll, monthly one on ones, quality performance monitoring and at times, reporting and special projects as assigned
+ Team leadership and motivation
+ Schedule flexibility, workingevenings and weekends when required
+ Miscellaneous duties as assigned
Primary Objectives:
+ Supervise collection team of 10 - 15 Recovery Specialists to ensure performance goals are achieved
+ Have a positive impact on roll rates for their assigned delinquency buckets, thereby contributing to reduced monthly charge off dollars
+ Coach and provide monthly documented feedback via call monitoring, audit trail reviews, and one on one sessions
+ Assist as needed with new hire training
+ Monitor performance and adhere to the collection department performance management standards
+ Create a culture that supports change, innovation and continuous improvement
+ Demonstrate leadership and respect for others
+ Manage team scheduling for optimum performance and ensure appropriate coverage based on business needs and the needs of the BOSS
+ Maintain up to date performance reporting, ensuring team members are provided details on a daily basis
+ Professionally address behavior and / or performance concerns in a constructive manner and provide plans to assist with improvements
+ Complete mid-year and end of year performance evaluations by time specified
+ Ensure teammate goals are documented and regularly updated in the appropriate company systems (Success Factors)
+ Participate in managing the inbound and outbound call volume as well as monitoring dialer progress when needed
+ Handle escalated calls, problem accounts, settlement and special terms payment programs
+ Adhere to expected deadlines for the completion of tasks
+ Participate in self-development opportunities
Required Knowledge, Skills, and Abilities
The Recovery Supervisor position is an entry level leadership role. The individual must have prior collection experience and demonstrated leadership abilities either as a Lead, Sr. Recovery Specialist or previous supervisory experience. The individual must be detail oriented, organized and have excellent communication skills. He/ She must demonstrate leadership behavior and professional skills dealing with positive and negative employee interactions. The individual must have demonstrated ability to achieve personal goals as well as the ability to motivate team members in the achievement of their goals.
Job Requirements
+ Exemplify the company?s core values
+ Strong verbal and written communication skills
+ Basic mathematical understanding of goal calculation and the components involved
+ Demonstrated ability to achieve goals/goal oriented
+ Customer focused
+ Basic knowledge of the Microsoft Office suite of products
+ Knowledge of federal regulations related to credit and collections
+ Ability to present and effectively communicate to various audiences within the department
+ Demonstrated ability to motivate, influence and develop team members
+ Receptive to continuous personal development
+ Adaptable to a change
Education and Experience
+ Bachelor?s Degree or equivalent experience
+ Minimum 3 years supervisory experience in collections or 5 years as a lead collector/assistant supervisor
Understanding of the key federal regulations relating to credit and collections practices (FDCPA, TCPA, FCRA, etc.)
Employee Type _Regular Full-Time_
Requisition ID _2018-143888_
Posted Date _9/26/2018_
Zip Code _44142_
Category _Customer Service / Support_
As an Equal Employment Opportunity (EEO)/Affirmative Action employer, it is the policy of Bridgestone to consider for employment all individuals regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, gender, sex, sexual orientation, gender identity and/or expression, genetic information, veteran status, or any other characteristic protected by federal, state or local law.

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