Coach, Affiliate Collections Pittsburgh, PA

Merrick Bank in Pittsburgh, PA

  • Industry: Customer Service/Call Center - Collections
  • Type: Full Time
position filled
Thursday, February 20, 2020

CardWorks Servicing ("CWS") is one of the largest privately-held provider of outsourcing services for bankcard-related products to banks and non-bank lenders in North America. CWS offers management expertise across the credit spectrum and supports both MasterCard and Visa accounts as well as a variety of private label debit, credit, stored value, and customer bankcards.

Position Summary:

Oversees, and performs clerical and administrative support tasks in support of the Collections
Affiliate Management Team. Supports a group of Collections representatives and assists in day to day
phone support including providing coaching and developmental training support.

Essential Functions:
  • Answer questions and assists associates with issues regarding policies and procedures
  • Monitor associate phone calls for quality purposes for compliance and accuracy
  • Handle calls that have escalated to a supervisor level
  • Provide positive and negative feedback to associates based on quality, productivity and attendance
  • Focus on internal productivity: Associate hold time, average handle time, monitoring scores, efficiency
  • Assists with the handling of management level work queues, as needed
  • Provides associate coaching & mentoring including the development of new hires
Education and Experience:
  • High School Diploma or its equivalent required
  • 3 years of related banking, credit, customer service or collections experience preferred
  • Prior supervisory experience is desirable
Summary of Qualifications:
  • Keyboarding proficiency
  • Familiarity with Windows based computer applications
  • Skilled in negotiating, including the ability to persuade and modify opinions to
    reach goals
  • Mathematical, analytical and decision making skills are vital to success
  • Ability to work under pressure; flexibility and willingness to work at a rapid pace
  • Ability to understand and carry out oral and written instructions
  • Ability to compose detailed written correspondence
  • Ability to communicate with others and to assimilate and understand information, in a
    manner consistent with essential job functions
  • Ability to multi-task is essential
  • Clear speaking voice; ability to communicate clearly and effectively
  • Good command of the English language
  • Excellent interpersonal skills required

We are an equal opportunity employer. CardWorks will do a thorough background check for all hires. This includes a review of your personal credit history, drug testing, background check, and employment/personal references. A good credit history is important.

Other details

  • Job Family
  • Pay Type
  • Required Education
    High School

Associated topics: account representative, accounts receivable, bilingual, bill, collection, commission, debt, mitigation, payment, revenue

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