Supervisor, Payment Services
Company: EIG Services, Inc
Location: Henderson
Posted on: October 23, 2024
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Job Description:
Location: Henderson, NV, United States Requisition Number: req7
Supervisor, Collection Services - 100% In Office Opportunity
(Henderson, NV)General SummaryThe Collection Services Supervisor is
responsible for managing the day-to-day operations of a Customer
Experience team. The Supervisor will provide structure, direction
and support to Customer Service Center staff to ensure the highest
level of performance is achieved and exceptional customer service
is provided to both internal and external customers by managing a
combination of people, processes, and technology in accordance with
company procedures and applicable state statutes.Essential Duties
and ResponsibilitiesSupervise day-to-day activitiesProvides crucial
support to the team - circulates the floor periodically every day
to be available to provide assistance and instructions. Remains
available at all times for questions and concerns.Monitor
Specialists' attendance, schedule adherence, and acceptable
occupancy to meet or exceed key performance indicators.Work closely
with other Supervisors and business units to ensure customer needs
are met while meeting or exceeding department goals and
objectives.Monitor queues, volume and trends; recommend real-time
and/or long-term process adjustments as necessary and alert
management as appropriate. Prepares performance reports by
collecting, analyzing, and summarizing data trends on a daily,
weekly, and monthly basis. Report to individual team members, area
teams, and management, as appropriate.Review operating procedures
regularly and maintain appropriate work standards. Gather feedback
from internal and external customers to ensure department
procedures meet the statutory requirements of the business.Identify
customers who are behind on payments and managing policy
cancelations via outbound channels, developing strategies to
collect past-due accounts, and ensuring that all legal and
compliance regulations are metResponsible for talent
managementParticipates in recruiting, selecting, orienting,
training, assigning, coaching, developing, counseling, and
performance management; communicating job expectations; planning,
monitoring, appraising, and reviewing job contributions; planning
and reviewing compensation actions; ensuring compliance with
policies and procedures.Monitor productivity, quality, and customer
service standards and perform audits. Carry out performance
management, measurement and evaluation of all team members to
improve customer focus and efficiency. Recommend process
improvement and quality assurance programs.Sustain an environment
that fosters teamwork, values diversity, supports, and respects all
team members.Provide the resources, tools, training and development
to achieve optimal results in accordance with operating
procedures.Conduct regularly scheduled department/team
meetings.Foster an environment of continuous improvementIncrease
the effectiveness and efficiency of the department through
communication and improvement within each organizational
function.Identify and evaluate technologies; assist with defining
requirements; technical specifications and coordinate
implementations.Participate on inter-departmental initiatives to
accomplish strategic plans. Represents the department on area and
corporate project teams.Contribute to short and long-term
organizational planning and strategy.Excel at prioritizing,
planning and executingEnsure that competing priorities (i.e.
workload, projects, meetings, training and coaching) are completed
while achieving performance objectives.Assists with meeting
department financial objectives by assisting in preparing an annual
budget and monitoring expenditures.Establish and communicate
individual and team objectives.Assign tasks, follows up and gives
instructions as necessary.Other duties as assigned or as situation
dictates.Timely responsiveness to escalated customer service
issues.Job RequirementsOne year supervisory experienceMust have a
High School diploma or GED equivalent.Strong leadership,
collaboration and interpersonal skills.Analytical, verbal, and
written communication skills.Organizational and time management
skills.Ability to maintain professionalism while having crucial
conversations.Ability to work independently and as a team
member.Proficiency with MS Office products including Word, Excel,
PowerPoint and Outlook.Maintain the highest level of
confidentiality.Solid decision making skills. Good judgment to
determine the best approach in ambiguous situations.Experience with
and propensity to learn evolving technology.High-volume inbound
call center experience.Workers Compensation claim
experience.Financial or collections industry experience.Preferred
But Not RequiredBilingual English/Spanish communication skills
preferred.Associates Degree preferred.Expertise in training and/or
facilitating small-to-large group sizes.An equivalent combination
of education and experience may be substituted for the requirements
listed above.Three years providing supervision in a Customer
Service Support environment preferred.Knowledge of cloud based Call
Center ACD/CRM software preferred.Work EnvironmentThis position is
required to be in-office full time with minimal travel to other
office locations/meeting locations occasionally. This role
potentially and will routinely use office equipment such as
computers, phones, printers, and web conferencing technology as
examples. This is largely a sedentary role; however, some mobility
is required.May work early, late, or occasional weekend hours to
accommodate business needs.Occasional lifting of a maximum of
30lbs.Reasonable accommodations may be made to enable individuals
with disabilities to perform the essential functions.Salary:
$48,000- $65,000 + Comprehensive benefits package and bonus
opportunity, please follow the link to our benefits page for
details! https://www.employers.com/careers/our-benefits-and-perks/
About EMPLOYERS EMPLOYERS is a dynamic, fast-growing provider of
workers' compensation insurance and services, we are seeking a
goal-oriented individual willing to put their ideas to work!We
offer a positive, challenging work environment, combined with an
opportunity to build your career as you help us grow our business,
in innovative and imaginative ways that are uniquely
EMPLOYERS--!Headquartered in Nevada, EMPLOYERS attributes its
long-standing success to its most valuable resource, our employees
across the United States. EMPLOYERS is known for the quality
service and expertise we provide to our clients, and the exemplary
work environment we provide for our employees.We live and breathe
our core values: Integrity, Customer Focus, Collaboration,
Initiative, Accountability, Innovation, and Personal Fulfillment.
These are the pillars that support how we do business with our
clients as well as how we treat each other!At EMPLOYERS, you'll
discover an energetic environment that inspires top achievement. As
"America's small business insurance specialist", we have the
resources, a solid reputation and an expanding nationwide identity
to enrich your work/life and enhance your career. #HP22Compensation
details: 48000-65000PIf11b4d209f53-25660-35724855
Keywords: EIG Services, Inc, Las Vegas , Supervisor, Payment Services, Other , Henderson, Nevada
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