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

  • Schedule: Full-time

  • Shift: Day Job

  • Employee Status: Regular

  • Travel Time: Yes, 10 % of the Time

  • Job ID: 18073547

Description

Collections Sr Supervisor

Shift: 12-9:30pm, varied days w/ weekend rotation

Job description:

  • 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

Qualifications

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)

Management Skills

  • 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

Technical Skills

  • 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.