Bilingual Collections Supervisor Job in Kennesaw, Georgia US
Bilingual Collections Supervisor
SUMMARY: Responsible for supervising and developing a team of up to 20 nonexempt and exempt associates who collect on and reduce the number of accounts that are 1-60 days past due, provide inbound customer service and translation assistance to other associates. Motivate and coach associates to meet departmental and company goals. ESSENTIAL DUTIES AND RESPONSIBILITIES: - Supervise, develop and motivate exempt (Assistant Supervisor) and non-exempt (Specialist II, Bilingual) associates. - Resolve elevated customer issues/inquires and collection account disputes. - Collect on delinquent accounts that require special handling. - Be visible and assessable in the department to motivate, answer associate questions and monitor productivity. - Approve or decline customer account extension requests. - Review and reverse negative credit bureau reporting using company and external methods when applicable - Create incentives to motivate associates to achieve goals. Track, measure and process incentives for payment. - Monitor associate productivity statistics and create reporting. - Manage and approve associate schedules and analyze associate coverage to ensure scheduling meets business needs. - Conduct live or recorded phone monitors/account audits to evaluate quality of service provided and compliance with company policies. - Effectively manage positive associate and peer relations. - Oversee and/or conduct associate technical training and educate associates regarding CarMax philosophies. - Effective performance management of associates. - Recruit, interview, test for fluency of Spanish speaking candidates, make hiring decisions and extend employment offers for staff. - Complete annual Associate Performance Reviews and develop/review associate individual development plans. - Develop and conduct effective team meetings. - Complete side by side sit-ins with associates and provide coaching and training. - Complete month end reviews with associates to provide performance updates. - Analyze and track trends based on data and recommend policy updates or changes. - Ensure associate compliance with company policies and procedures. - Participate in creating department goals and execute strategies to manage delinquencies and drive engagement.