Supervisor - Military veterans preferred

Hours: Monday through Friday from 8:00 a.m. to 5:00 p.m.

Flexibility to work outside of working hours, Saturday, Sunday and Holidays

Available to travel, if necessary.

General Description

Supervise the operations of the Credit Help Desk and Monitor Team while ensuring compliance with the procedures from all the business that we serve. Be proactive in managing the team members, offering guidance, training, among other responsibilities, to ensure a professional and positive environment for them to meet their goals. Establish and maintain administrative controls to ensure the objectives and strategic plans are met in a timely matter. Work accordingly our pillars and apply them in all the aspects of the operations to enhance the Sustainability Growing, Customer Experience, Efficiency, Fit for the Future, and Simplicity.

Essential Duties and Responsibilities

• Ensure employees answer ACD calls, delivering excellent service to both internal and external customers.
• Effectively manage all applications received in the monitor’s queue.
• Proactively handle all group processes, working with urgency and seeking effective solutions to any issues.
• Act as a liaison with the Origination Systems team and promptly report any system issues.
• Maintain excellent communication with supported units, offering operational support to areas such as Telemarketing, Branches, Credit Coordinators, and Collections.
• Participate in meetings with other business units, including testing, projects, and initiatives aimed at improving systems and processes.
• Review findings, provide coaching, and request corrections when necessary.
• Keep all business unit procedures reviewed and updated.
• Prepare and organize the team’s vacation report, considering volumes, campaigns, and other factors that may impact SLA results and daily operations.
• Keep the manager informed about operations, issues, and team member performance.
• Prepare and present reports and presentations as needed.
• Maintain records and proactively report suspicious activities; provide training to keep the team informed on this topic.
• Communicate and consult with other departments such as Our People liaison, Legal, and Compliance.
• Review and complete user certifications as requested, ensuring deadlines are met.
• Keep the Contingency Plan and team member information updated.

Employee Supervision Duties:

• Supervise daily operations, promote SLA compliance, and ensure team members are equipped with the necessary knowledge.
• Foster employee development and high performance through goal setting, guidance, scorecard discussions, coaching, feedback, recognition, and regular performance evaluations.
• Complete operational and regulatory procedures within established timeframes, including attendance registration, licenses, regulatory vacations, training and mandatory tests, and confirmation of guides, policies, and declarations.

Education

Bachelor's Degree in Business Administration or related field.

Experience

At least three years of related experience in credit decisioning and origination systems; experience in supervision or as team lead preferred.

Values

Additional Requirements

The information provided here is only a general guide as to the nature of the position and does not constitute an exact description of the goals, tasks, duties and responsibilities of the position. The specific details of each position are described in the employee’s performance evaluation.