Collections Team Supervisor

Orlando, FL

What Drives You?

• Career paths with opportunities to learn vital roles and skills?
• Meaningful work in a stable, promote-from-within organization?
• Professional satisfaction and helping others?
• A workspace that is dynamic, fast, fun, and challenging?

We share your drive.

DriveTime is the nation's largest integrated car dealership and finance company serving people with less than perfect credit. Operating in 10 states, we combine innovative credit solutions and outstanding customer service to provide quality used vehicle purchase options for people who may have been turned away by everyone else. If you have an entrepreneurial spirit, welcome a challenge, have high personal standards of achievement, and are extremely motivated, we have endless opportunities for you to succeed.

Exciting responsibilities.

The Team Supervisor reports to a Collection Manager and is the supervisor of an assigned team of Account Representatives (Collectors) in the collection call center. Their main task is to supervise the loan collection activities by hiring, training, motivating and monitoring their identified team, and by establishing partnerships with other key players such as the General Managers, Inspection Centers, Loan Review, and our Mesa, AZ Backend Collections Center. They work with the members of the Loan Servicing team on various functions including, but not limited to: collections, mechanical issues, bounced downs, lot drops, voluntary repossessions. Their main goal is to provide excellent customer service while controlling charge-offs by controlling delinquency and the accounts which roll over into our Mesa, AZ Backend Collection Center. Responsible for the achievement of call center goals related to collections including documenting, analyzing, and resolving customer collection issues accurately, promptly and in a professional manner. The team supervisor will also assist the Collection Managers in reviews, monitoring and directing collection activity, assuring company policies and procedures, as well as, state and federal laws are followed.

• Develops and trains Account Representatives (Collectors) so they can be successful in providing excellent customer service while meeting loan servicing goals. People development is the key goal.
• Review and audit accounts daily, giving input to Collection Manager as needed.
• Monitors and review work of Account Representatives (Collectors) to ensure it is effective, and within Company and Legal policy. This includes using tools such as formal account reviews and side-by-side monitoring in order to create development plans for their staff to address any deficiencies.
• Work limited queues of loans, as assigned, prior to loans rolling over into our Mesa, AZ Backend Collections Center.
• Provide daily goals and strategy to their team that will maximize long-term success.
• Must have effective communication, both verbal and written.
• Administer continuous training efforts by browsing accounts, answering account representative (collector) questions; handle escalated calls, review skip accounts, and side by side training.
• Have strong analytical and problem solving skills, able to make sound business decisions, and use good judgment in relation to the handling of delinquent accounts.
• Mathematical ability necessary in calculating payment plans and past due amounts.
• Demonstrate good verbal communication, organizational skills, and negotiation, leadership, and data entry skills.
• Provide guidance and training in collections related areas to all Account Representatives (Collectors) as well as handling supervisor/manager talk-offs, or elevated calls involving potential collection issues.
• Collaborate with a store General Manager or Sales Manager on a customer who may be attempting to voluntary surrender, either as a lot drop or when requesting pick up of their vehicle, in an attempt to keep them in the vehicle.
• Identifies and recommends methods to improve management and operations of loan/collection administration involving enhanced work processes, increased responsiveness, efficient use of resources and quality service delivery.
• Recruit, screen, interview, hire, and develop successful Account Representatives (Collectors).
• Provide proactive leadership to the team to achieve maximum performance that results in a method consistent with DriveTime's vision and values.
• Evaluate job performance and give timely, consistent feedback and training as appropriate, based on observations of performance and behavior and the review of performance statistics.
• Implement and execute any company-wide training initiatives as directed. As well as conduct Knowledge checks to ensure understanding of training.
• Complete and conduct semi-annual performance evaluations for direct reports.

Collections Team Supervisor

Fort Worth, TX

What Drives You?

• Career paths with opportunities to learn vital roles and skills?
• Meaningful work in a stable, promote-from-within organization?
• Professional satisfaction and helping others?
• A workspace that is dynamic, fast, fun, and challenging?

We share your drive.

We share your drive.

DriveTime is the nation's largest integrated car dealership and finance company serving people with less than perfect credit. Operating in 10 states, we combine innovative credit solutions and outstanding customer service to provide quality used vehicle purchase options for people who may have been turned away by everyone else. If you have an entrepreneurial spirit, welcome a challenge, have high personal standards of achievement, and are extremely motivated, we have endless opportunities for you to succeed.

Exciting responsibilities.

The Team Supervisor reports to a Collection Manager and is the supervisor of an assigned team of Account Representatives (Collectors) in the collection call center. Their main task is to supervise the loan collection activities by hiring, training, motivating and monitoring their identified team, and by establishing partnerships with other key players such as the General Managers, Inspection Centers, Loan Review, and our Mesa, AZ Backend Collections Center. They work with the members of the Loan Servicing team on various functions including, but not limited to: collections, mechanical issues, bounced downs, lot drops, voluntary repossessions. Their main goal is to provide excellent customer service while controlling charge-offs by controlling delinquency and the accounts which roll over into our Mesa, AZ Backend Collection Center. Responsible for the achievement of call center goals related to collections including documenting, analyzing, and resolving customer collection issues accurately, promptly and in a professional manner. The team supervisor will also assist the Collection Managers in reviews, monitoring and directing collection activity, assuring company policies and procedures, as well as, state and federal laws are followed.

• Develops and trains Account Representatives (Collectors) so they can be successful in providing excellent customer service while meeting loan servicing goals. People development is the key goal.
• Review and audit accounts daily, giving input to Collection Manager as needed.
• Monitors and review work of Account Representatives (Collectors) to ensure it is effective, and within Company and Legal policy. This includes using tools such as formal account reviews and side-by-side monitoring in order to create development plans for their staff to address any deficiencies.
• Work limited queues of loans, as assigned, prior to loans rolling over into our Mesa, AZ Backend Collections Center.
• Provide daily goals and strategy to their team that will maximize long-term success.
• Must have effective communication, both verbal and written.
• Administer continuous training efforts by browsing accounts, answering account representative (collector) questions; handle escalated calls, review skip accounts, and side by side training.
• Have strong analytical and problem solving skills, able to make sound business decisions, and use good judgment in relation to the handling of delinquent accounts.
• Mathematical ability necessary in calculating payment plans and past due amounts.
• Demonstrate good verbal communication, organizational skills, and negotiation, leadership, and data entry skills.
• Provide guidance and training in collections related areas to all Account Representatives (Collectors) as well as handling supervisor/manager talk-offs, or elevated calls involving potential collection issues.
• Collaborate with a store General Manager or Sales Manager on a customer who may be attempting to voluntary surrender, either as a lot drop or when requesting pick up of their vehicle, in an attempt to keep them in the vehicle.
• Identifies and recommends methods to improve management and operations of loan/collection administration involving enhanced work processes, increased responsiveness, efficient use of resources and quality service delivery.
• Recruit, screen, interview, hire, and develop successful Account Representatives (Collectors).
• Provide proactive leadership to the team to achieve maximum performance that results in a method consistent with DriveTime's vision and values.
• Evaluate job performance and give timely, consistent feedback and training as appropriate, based on observations of performance and behavior and the review of performance statistics.
• Implement and execute any company-wide training initiatives as directed. As well as conduct Knowledge checks to ensure understanding of training.
• Complete and conduct semi-annual performance evaluations for direct reports.