Citi Collections Sr Supervisor in San Antonio, Texas
Primary Location: United States,Texas,San Antonio
Education: High School Diploma/GED
Job Function: Operations-Collection Defaults
Shift: Day Job
Employee Status: Regular
Travel Time: Yes, 10 % of the Time
Job ID: 18073547
Collections Sr Supervisor
Shift: 12-9:30pm, varied days w/ weekend rotation
Supervises a medium size centralized collection unit typically up to 25 Collectors and other clerical support staff.
Types of accounts vary between minor/ major or early/late stage.
Oversees the operation of computerized collection systems and the recording of all required information.
Uses discretion to develop and implement policies and procedures to provide for more efficient collection processes.
Addresses variable collection issues with potentially broader business impact.
Utilizes In-depth knowledge of various skip tracing tools.
Influences department collection decisions through advice, counsel, facilitating services to others or through joint accountability for volume, quality and timeliness of end results.
Applies good understanding of procedures and concepts within own area and a basic knowledge of how own area integrates with other areas.
Evaluates subordinates' performance and makes recommendations for pay increases, hiring, terminations and other personnel actions.
Makes evaluative judgments to solve problems based on analysis of factual information; resolves problems by identifying and selecting solutions through the application of acquired technical experience and guided by precedents.
Ensures the quality of tasks provided by self and others on team.
Impacts the team and closely related work teams by influencing decisions through advice or facilitating services; accountable for end results.
Developed communication to exchange ideas on potentially complex/sensitive information.
May act as backup for Operations Manager
Education and Experience
BS/BA degree or equivalent combination of education/experience
Call center or production management experience
Strong understanding of people/performance management
Familiarity and understanding of financial industry preferred
Prior Experience in collections (preferred)
Ability to make sound decisions that reflect good judgment
Exceptional performance management abilities
Experience driving Customer Satisfaction
Ability to collaborate, build relationships and work across the organization in a multi-site matrix operations environment
Demonstrated success driving organizational change with a track record of innovation
Ability to work a flexible schedule to include nights and weekends
Strategic thinking skills and focus on bottom-line results
Strong PC skills (Microsoft Office)
Project management experience preferred
Prior Collections experience strongly preferred
Citi is an equal opportunity and affirmative action employer. Minority/Female/Veteran/Individuals with Disabilities/Sexual Orientation/Gender Identity.