Collections Supervisor 2

Mô tả công việc

Wells Fargo's Consumer Lending Group (CLG) is an industry leader in supporting homeowners and consumers. We put customers at the center of all that we do. We make every decision - and design every product and service - with our customers in mind.It starts with you. We must attract, develop, retain and motivate the most talented people - those who care and who work together as partners across business units and functions.  We value and promote diversity and inclusion in every aspect of our business and at every level of our organization.The CLG team includes Home Lending, Consumer Credit Card, Personal Loans and Lines, Direct Auto, Dealer Services, Commercial Auto, Retail Services and Education Financial Services including the professional services teams that partner with these businesses - Human Resources, Finance, Credit Risk, and Compliance & Operational Risk.Join the #2 Overall Auto lender (Source: Autocount)Our Dealer Services team offers integrated financial services solutions designed primarily for the auto dealer community, providing financing and related services to both dealers and consumers nationwide.Hours: 3 days from 8 AM - 5 PM; 2 days from 11 AM - 8 PM; every other Saturday from 8 AM - 12 noon.• Responsible for overseeing daily production/operations and performance of the collections team to ensure the department’s performance and quality customer service goals are met.• Ensures adherence to Company Policies and Procedures in addition to compliance with state and federal regulations.• Reviews work and monitors phone calls of team members to verify adherence to Company Policies and Procedures and ensures that customer service objectives are met.• Analyzes queue and process management workflow to ensure department production and performance goals are met.• Approves and reviews accounts within the working supervisor queue and other queues as assigned.• Handles escalated calls from team members and may initiate outbound calls and receive inbound calls when needed.• Effectively communicates corporate and department objectives on a regular basis.• Motivates and creates a positive working environment to achieve productivity and performance standards.• Prepares performance appraisals and provides feedback and recommendations to Manager.• Assesses team member development needs, drafts team member development plans, and monitors team member performance.• Provides recommendations for hire, advancement, promotion or termination of employment.• Trains, coaches and provides feedback to team members to support the business objectives of the department.• Maintains positive customer relations and focuses on problem resolution with delinquent customers utilizing available tools.• Other duties as assigned.