Loan Servicing Supervisor

Would you like to be a part of a growing company? Flagship’s programs are designed to serve customers who have limited access to automobile financing through traditional lending sources. At Flagship, we understand good people can have less than great credit. We believe that as long as our customers are committed to establishing their credit profile, they deserve the opportunity to receive an automobile loan.

We are looking for an experienced Loan Servicing Supervisor who will be responsible for the day to day operations of a team of Collection Specialists. Managing team performance and behaviors is crucial in this role. The Loan Servicing Supervisor will monitor and enforce productivity and quality assurance of his or her team to ensure operational goals and requirements are met. This is a high-energy and associate-centric focused position dedicated to creating a positive memorable experience that is centered on our core values.

What do we value?

Integrity, Passion, Trust, Discipline, Respect, and Continuous Improvement – just to name a few

About you:

• Able to lead a group of 10-15 Collection Specialists who will be communicating with customers by telephone and written communication to collect on 1 to 120 days past due accounts.
• Review team activity, identify trends and assess team effectiveness in order to achieve departmental goals
• Lead by example to improve performance and behaviors of team
• Coach and counsel staff for peak performance. Address and resolve issues of poor performance or unacceptable behavior. Work to determine the best approach to resolve an employee problem
• Assist team members with escalated calls and daily operational duties
• Monitor calls and review account activity with team members
• Ensure internal policies and procedures and all governmental regulations are consistently applied and adhered to by team members
• Assist management with employee development including training and mentoring, writing performance reviews, counseling and participating in corrective action meetings
• Analyze, suggest, develop and implement procedural changes to improve efficiency and productivity
• Manage team PTO to ensure proper staffing levels are met. Approve timecards daily in accordance with time management guidelines
• Perform various additional tasks as assigned.
• Schedule flexibility a must
• Ability to work in a fast-paced environment and help to lead change through the organization

More About You:

• Minimum of 2 years of experience in a supervisory/management position, preferably in a call center environment and automotive collections is preferred
• Demonstrated ability to effectively negotiate and manage through conflict
• Comprehensive knowledge of collection and repossession laws on the federal, state, and local level
• Show a high level of personal accountability and ownership for work performed
• Excellent verbal and written communication skills, along with active listening skills to achieve goals
• Outstanding interpersonal skills
• Strong analytical, organizational and time management skills
• Driven and motivated by a fast-paced environment and have a willingness to learn and be challenged by continual professional development
• Must be able to manage constructive criticism in a positive manner
• Strong PC skills, specifically Microsoft Office - strong

Additional Information:

• All Loan Servicing Supervisors are required to work both first and second shifts as well as a minimum of two weekends a month. Schedule expectations are as follows:

  • Must be able to work a flexible schedule to include at least one evening shift a week
  • Two Saturdays a month, one of which must be the last Saturday of the month
  • Work additional time as determined by business needs