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Job Overview
Employment Type
Full-time
Work Schedule
Standard Hours
Benefits
Competitive wages
Health Insurance
Life insurance
Health savings account
401(k) Plan
Paid parental leave
Paid holidays
Paid Time Off
Tuition Reimbursement
Business casual environment
Rewards and recognition program
Employee assistance program
Free parking
Onsite gym
free snacks and drinks
Job Description
Purpose Financial, Inc. is a leading innovative consumer financial services company established in 1997 that offers a diverse portfolio of credit products designed to promote financial inclusion and provide solutions to consumers wherever they are. With over 800 storefront locations across 23 states and a growing online lending platform, Purpose Financial is committed to helping customers achieve their financial stability both in the moment and looking ahead. The company prides itself on serving a wide range of consumer needs, employing a workforce of over 2,500 dedicated team members.
Purpose Financial’s operations are grounded in integrity, respect, and a commitment ... Show More
Purpose Financial’s operations are grounded in integrity, respect, and a commitment ... Show More
Job Requirements
- Bachelor’s degree preferred or equivalent combination of education and experience
- Minimum 3 years of collections experience
- Minimum 1 year managing collection teams and call center operations
- Excellent written and verbal communication skills
- Strong analytical and critical thinking abilities
- Proficient computer skills
- Ability to lead with authority and influence
- Knowledge of compliance and regulations
- Must be able to sit for long periods, lift up to 20 lbs occasionally, and work in a dynamic environment
- Must have reliable transportation and valid driver’s license
- Eligible to work in the USA
- Pass a background check
Job Qualifications
- Bachelor’s degree preferred or equivalent experience
- Minimum of 3 years collections experience
- Minimum of 1 year supervisory or management experience in collections or call center operations
- Excellent written and verbal communication skills
- Strong analytical and critical-thinking abilities
- Proficient with business-related computer software
- Ability to lead and influence teams
- Knowledge of compliance, policies, procedures, and industry laws
- Capable of performing presentations and making data-driven recommendations
- Adaptable, flexible, and able to thrive in a high-volume fast-paced environment
Job Duties
- Drive and motivate agents to meet or exceed KPI goals
- Monitor employee adherence including attendance and non-productive time
- Manage dialer operations
- Resolve customer problems and handle escalated calls
- Administer HR-related competencies including disciplinary actions and performance reviews
- Manage a team of collections professionals including team leads and collectors
- Conduct regular call reviews and provide coaching
- Collaborate with Quality Assurance to calibrate call quality
- Monitor staffing and production KPIs and SLAs daily, weekly, and monthly
- Analyze issues and trends using reporting tools
- Coordinate resolution of escalated customer issues
- Maintain departmental collection goals and processes
- Assist with interviewing, hiring, training and evaluating employees
- Drive daily motivation and productivity
- Mentor and develop team leaders
- Develop and maintain collections systems, procedures, and policies
- Monitor and manage scheduling and adherence for the team
- Innovate new concepts to improve efficiencies and production
- Drive deadlines to meet monthly and quarterly objectives
Job Criteria
Experience
Mid Level (3-7 years)
Job Location
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