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Customer Service/Operations Leader-Consumer (Cedar Rapids, IA)
  
Position Summary

Position Summary

GreatAmerica Portfolio Services Group (“GPSG”) is an outsource provider that specializes in third party servicing.  As an integral component of the GPSG leadership team, this leader is responsible for providing leadership and guidance to the consumer servicing team, overseeing the work of GPSG’s collection partner and ensuring adherence to agreed-upon client Standard Operating Procedures.  By working with the mentors, this leader will assist in establishing functional objectives, provide team members with opportunities to expand their knowledge of services and products, analyze call data, and focus on improving performance and processes in an effort to better support GPSG clients and their customers. The Customer Service/Operations Leader - Consumer should have exceptional leadership, communication and customer service skills, as well as knowledge of consumer regulations.  The will be expected to drive the performance of the team forward along with working with the other GPSG leaders to ensure quality service and compliance  

Essential Functions

  • Ensure our 3rd party collection group is adhering to protocol and monitor performance of portfolios
  • Lead account reviews and client delinquency calls
  • Ensure the team is adhering to consumer regulations and compliance requirements
  • Responsible for reviewing of the call monitoring and scoring reports
  • Ensure accurate contract bookings and UCC filings across all customers and operational platforms
  • Forecast team-staffing needs
  • Involvement in onboarding of new clients
  • Involvement in client calls and visits
  • Ensure process and procedures are developed and current
  • Ensure quality control checks are established and being evaluated
  • Involvement in the hiring process of the consumer team roles, including job requisition preparation and approval, resume review, team leader previews, debrief and offer decision discussions
  • Work closely with mentors to identify development and training opportunities for the team
  • Work with other GPSG leaders in identifying trends and establishing goals
  • Ensuring team is achieving desired service levels
  • Analyze call data to improve processes, ensure resources are properly allocated, and maximize efficiency and customer satisfaction
  • Leading team meetings and 1:1s to better understand the work the team is receiving, educating and coaching team regarding processes and practices, and explain expectations to employees
  • Contribute to the strategic direction of Portfolio Services Group through participation in annual planning sessions and ongoing progress of fiscal year initiatives
  • Ensuring timely completion of mid-year and annual performance reviews and goal setting
  • Enhance the skill set and success of others through inspiration and motivation
  • Proactively seeks continual improvement opportunities and efficiency gains, and encourages others to do so
  • Exhibits strong passion for Customer Service and has long-term aspirations to remain in the function
  • Respected as a positive influence in and out of the function through communication, motivation and presence
  • Conducts self in a manner consistent with the GreatAmerica principles and GreatAmerica Experience Standards
Position Qualifications

Experience: 5 years’ consumer industry experience preferable

Education: 4 year degree or equivalent

Competencies:

For all GreatAmerica team members:  Honesty/Integrity, Customer Oriented, Accountability, Tenacious, Communication Skills (Oral & Written), Adaptability

For this position: Leadership, Interpersonal, Business Acumen, Change Management, Innovative, Management Skills, Strategic Planning, Motivation