Coach, Affiliate Collections

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:
A Coach works with a group of Collections Specialists in support of their day-to-day phone responsibilities. They assist in training employees, monitoring progress, and coaching them to cultivate the knowledge and skills to provide excellent service to customers. This role oversees and performs clerical and administrative support tasks assisting the Collections Affiliate Management Team.
Essential Functions:

• Answers questions and assists Specialists with issues regarding policies and procedures.
• Monitors Specialists phone calls for quality purposes for compliance and accuracy
• Handles calls that have escalated to a supervisor level.
• Provides feedback to Specialists based on quality and productivity.
• Focuses on internal productivity to include Specialists hold time, average handle time, monitoring scores, efficiency.
• Assists with the handling of management level work queues, as needed.
• Provides Specialists with coaching & mentoring including the development of new hires.
• Performs other duties as assigned.

Education and Experience:

• High School Diploma or equivalent education required.
• Two (2) years of Collections/Customer service or call center experience required with related financial servicing experience preferred.
• Prior supervisory and/or training 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.
• Effectively and efficiently communicate both through verbal and written channels in a way that others are able to understand the information in a manner consistent with the essential job functions.
• Ability to multi-task is essential.
• Good command of the English language
• Excellent interpersonal skills required.

We offer a total rewards package comprised of a competitive base rate of pay, variable pay incentive programs based on the role, and a comprehensive benefit suite. Offered rates of pay are determined based on job-related knowledge, relevant experience, skills, certifications, and geographic location. Our benefits offerings include medical, dental, vision, life insurance, 401(k) plan with company match, paid vacation time, sick time, as well as other benefits and programs to meet the needs of our employees. Further details will be shared during the interview or offer process, as appropriate and applicable.
We are an equal opportunity employer, and we evaluate qualified applicants without regard to race, color, religion, sex, national origin, disability, veteran status or any other legally protected characteristic. We will conduct a thorough background check for all hires in compliance with applicable law which includes (but may not be limited to) a review of factors including the applicant's personal credit history, drug testing, and employment/personal references.
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