Overview
Collections Supervisor Jobs in Saguenay, Quebec at Momentum Financial Services Group
Title: Collections Supervisor
Company: Momentum Financial Services Group
Location: Saguenay, Quebec
Company DescriptionMomentum Financial Services Group, formerly Money Mart Financial Services, is a leading provider of financial services in North America. For 40 years we’ve been committed to providing financial solutions that meet the evolving needs of consumers and business owners. Backed by a retail network of over 400 locations, we provide access to cash and related products to help our customers achieve their goals. We operate retail locations in local communities and cities across Canada under the Money Mart® brand and in Quebec as Insta Cheques® and in United States as Money Mart® and The Check Cashing Store®.
Our highly skilled workforce puts customers first in everything we do. We serve millions of people annually with diverse and innovative financial products and services. Through this ever-evolving suite of services, we empower customers to manage their finances and improve their lives. Wherever customers are on their financial journey, Momentum Financial Services Group provides solutions.
We believe in giving back to the communities where we live and work. With the generous support of our customers and staff, we proudly contribute over two hundred & fifty thousand dollars annually to charities and non-profit organizations, along with using our time and talent to serve in local communities throughout Canada and the United States. We are looking for aspiring, passionate people who are dedicated to understanding and providing our customers with the right financial solutions utilizing a growing menu of products and services. We embrace diversity and offer a fast-paced work environment.
Job DescriptionGENERAL FUNCTIONThe Collections Team Supervisor is responsible for leading, motivating and developing agents in a collection’s environment. This involves focused coaching, call monitoring, and constructive feedback for continuous improvement. As a member of our team, you will be responsible for supporting, promoting and communicating business changes, ensuring compliance with company standards and laws. Ideal candidates will excel in analyzing and evaluating team staffing needs for maximum coverage during prime contact times, maintaining effective workloads for all agents. Must be able to create a team atmosphere and encourage a fun and friendly work environment. The MFSG collections center operates 7 days a week. Collectors will work a rotating 5 shifts per week. Weekend availability is a requirement for the role.
Responsibilities
Leading, motivating, and developing agents in a customer service environment.
Providing and documenting interactive coaching, monitoring calls, and providing constructive feedback to agents.
Handling escalated customer calls with a proactive and solution-oriented approach.
Collaborating with the Collections manager and fellow Supervisors to strategically optimize team scheduling, ensuring seamless telephone coverage, and approving requests for time off and schedule change
Conducting frequent telephone monitoring and dialer coaching sessions.
Ensuring adherence to all legislative requirements
Documenting all collections activity in a concise and accurate format.
Reviewing delinquent accounts, taking timely, strategic actions to minimize collection risk and maximize overall collections
Evaluating high risk accounts to implement recommendations for resolution.
Qualifications
EDUCATION
High School diploma/GED
General windows-based computer knowledge
Experience
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