Call Center Team Leader

Collections Department Manager

When you join Sallie Mae, you become a champion for all students. We're on a mission to power confidence as students begin their unique journey. To help them plan their higher education, successfully finish, and prepare for life after school. To help them Start smart. Learn big. Students need guidance navigating this important time in their life. They need someone who acknowledges that their education path is unique. They need a partner willing to evolve and not only meet but surpass their expectations. We're changing. Because students need a better way. We're looking for people who are excited to drive this transformation. To break barriers and think of new ways to adapt, help, and create better experiences for studentsand for each other. This is where diverse backgrounds, beliefs, and perspectives matter. It's where you're empowered to bring your authentic self to work. Feeling your best allows you to do your best. Our benefits take care of the whole youfrom physical and mental to financial and professional. You'll get opportunities to further your education and career, support for you and your family (including your pets!), paid time off to volunteer for the things that matter to you, and more. We're obsessed with impact and making a real difference. For us, that means putting relationships first, asking "why not?" when tackling challenges, and continuously learning new skills. Come do more than join something, change something. For students, for future generations, for the future of education.

The associate will be responsible for managing the day-to-day operations of our collections department to optimize liquidation performance, resolution rates, and drive collector compliance with regulations.

What you'll do:

• Lead and motivate a team of collection professionals, providing guidance, training, and performance feedback to drive productivity and effectiveness.
• Utilizes all available reporting to analyze performance factors to identify both successes and areas of focus to enhance assigned individual's performance.
• Conducts side-by-side observation sessions and completes listening evaluations. This includes live listening's, and account browses and identifies opportunities for improvement.
• Provide daily direction and communication to employees so that calls are handled in a timely, efficient, and knowledgeable manner.
• Develop appropriate coaching plans for everyone, tracks individual's progress and provides feedback for management consideration.
• Creates and maintains a high-quality work environment so team members are motivated to perform at their highest level.
• Provides lead coverage for all employees and provides customer call assistance rotating on Friday and Saturdays as needed.
• Provides guidance to staff and identify to senior management when additional oversight is needed.
• Monitor lunches, breaks, handle times and other adherence performance factors.
• Maintain continuing education, training in industry career development.
• Brainstorms with senior management to assess educational needs on the floor.
• Helps Education Specialist to facilitate training sessions with classes of collectors.
• Calibrate with our business support areas to mitigate risk.
• Develops handouts and training material for desk drops as needed.
• Assist with escalated phone calls when necessary.
• Ad hoc reporting and remediation.
• Assist the senior leadership team with interviewing and hiring candidates.

What you bring:

Minimum education, skills and experience required. Bachelor's Degree or equivalent experience preferred 1+ years of experience in operations within financial services Working knowledge of all federal and state rules and regulations governing collections including FDCPA, Privacy Act and FCRA. Effective written and oral communication skills Excellent negotiation skills with the ability to influence others Demonstrated ability to appropriately manage multiple priorities in a time sensitive manner and high-volume environment Strong analytical and problem-solving skills with the demonstrated ability to accurately identify issues, effectively resolve problems and or escalate to management. Ability to work flexible day, evening and weekend hours as required Proficient in MS Applications