General Purpose of the Job

The Consumer Relations Supervisor (CRS) is responsible for management and supervision of the Consumer Relations Representatives (CRR) on his/her team and throughout the department. The CRS is accountable for a team that is consistently able to reach the monthly collection forecast assigned

Essential Job Functions

  • Training, development and ongoing evaluations of the CRR Representatives and Leads to ensure they consistently meet their individual collection forecast, adhere to daily schedules and perform collections in keeping with FDCPA, Optio, Client, and other regulatory guidelines
  • Monitor daily activities for CRR Representatives and Leads to ensure they are meeting individual performance goals and objectives. Activities included are: daily phone call count and time, daily collection results and proper documentation on calls as well as other KPI’s as developed
  • Monitor the CRR Representatives and Leads to ensure they are using all the available recovery techniques to successfully collect on their assigned accounts, while maintaining compliance and proper documentation on all calls
  • Perform account audits to ensure that assigned accounts are called with proper frequency, worked properly to develop contact information, and documented properly
  • Meet with Representatives and Leads weekly to review progress vs. goals and objectives and collection levels
  • Work with the Consumer Relations Manager and Supervisors to complete annual performance reviews for Representatives and Leads
  • Coordinate efforts with HR for hiring new CRR’s
  • Document and manage any employee attendance or performance issues
  • Assist with orientation and training of Representatives on an as needed basis
  • Contribute to monthly incentive programs which could include responsibility for development, creation, implementation and communication of the monthly contest
  • Monitor daily department activities and make observations and recommendations for areas of improvement on issues of strategic importance
  • Interact with clients on a consistent basis
  • Ability to establish and maintain positive working relationships with other employees
  • Ability to meet department attendance requirements
  • Ability to work effectively under departmental pressure/stress situations

Additional Job Functions

  • Contact consumers, via telephone, to solicit and negotiate terms of repayment on assigned balances
  • Document all calls in the contact management system
  • Maintain a professional manner when contacting consumers or 3rd parties. CRS should use “best practices” and in keeping with FDCPA guidelines and State collections’ laws (Ongoing)
  • Performs other similar or associated duties as necessary to accomplish job objectives in an effective manner as assigned by Management or as responsibilities necessitate

Education/Experience Required to Perform the Job

  • High School education or GED

Skills and Abilities

  • Ability to work in a fast paced environment
  • Strong organizational and prioritization skills
  • Strong leadership skills
  • Strong knowledge of collection laws including FDCPA and other State Laws
  • Strong analytical skills
  • Strong oral and written communication skills
  • Self-motivated and self-disciplined
  • Professional demeanor and business maturity
  • Team player with a positive attitude
  • Maintain confidentiality as outlined in the company’s Confidentiality Agreement
  • Work well independently and as part of a team
  • Convey professionalism in all day-to-day activities

License or Certificate Required to Perform the Job

  • None

Company Perks

  • Competitive Hourly Rate
  • Monthly Bonus Opportunity
  • Schedule Flexibility
  • Affordable Medical/Dental/Vision/Life
  • 401(k) with Match
  • Advancement Opportunities
  • Referral Bonus
  • Paid Sick/Vacation/Holidays
  • Birthday – Paid Day Off
  • Tuition Reimbursement
  • Casual Office Environment (Jeans Included)
  • Monthly Socials

Optio Solutions offers team-oriented departments and a diverse group of friendly, motivated people.

This is a great opportunity for the right candidate. Apply NOW or visit our website at www.optiosolutions.com to apply and we will reach out to schedule an interview, give us a call at 800-826-9164 to speak with our Recruiting Team. EOE

To Apply

Please use this form:

Your First Name*

Your Last Name*

Your Email*

Your Phone Number*

Please upload your cover letter (optional)

Please upload your resume*

Subscribe to Blog?*YesNo