Supervisor, Customer Operations-Replevin

Supervisor, Customer Operations-Replevin

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Full job description

Overview

The Supervisor will join the Credit and Field Operations department within Customer Operations. This position is responsible for the Replevin group section and undertakes a variety of activities which includes supervising staff and coordinating all applicable activities associated with obtaining an Order of Seizure and supporting other customer service related functions.

Responsibilities

Core Responsibilities

• Responsible for overseeing Replevin processes assignments, performance, compliance, and alignment to internal goals and processes.

• Supervise and coordinate all applicable activities associated with the Replevin process, including case/files set up and mailing of court files.

• Organize and schedule personnel for required court appearances and supporting the Law Department.

• Monitor Replevin-related Show Cause Orders and Voluntary Informal Conferences (VIC). Ensure employees are prepared to appear in court.

• Process Marshal invoices.

• Monitor and evaluate reports daily and take required actions to ensure compliance with Customer Operations' goals and standards, including the development and monitor of reports associated with Order of Seizure to accomplish its goals.

• Working with vendor and resolving system issues.

• Support other areas in Credit and Field Operations and Customer Operations.

• Interfaces with various internal and external organizations, including Collections, PSC Group, Customer Assistance, Law Department, customer disputes/inquiries and increase recoveries.

• Monitor and develop employee performance.

• Motivate employees to improve performance by providing strong leadership and coaching skills.

• Evaluate representatives' work performance, documenting reviews and feedback, as well as recommend remedial or disciplinary action when necessary.

• Utilize available technology to improve quality, efficiency, and productivity of the Replevin group.

• Document work processes of Replevin and routinely review work methods for improvement opportunities to further develop and implement.

• Communicate and ensure uniform and consistent administration and compliance of all Customer Operations and company practices and procedures including Equal Employment Opportunity (EE0), the Company's Code Of Conduct, environmental and safety, as well as governmental regulations.

• Perform others related tasks and assignments as required.

Qualifications

Required Education/Experience

• High School Diploma/GED and at least 5 years of related customer service experience. or

• Associate's Degree and at least 4 years of related customer service experience. or

• Bachelor's Degree and at least 2 years of related customer service experience.

Preferred Education/Experience

• Bachelor's Degree and At least three years experience with Customer Information System (CIS) knowledge of Microsoft Excel and Access, BI, Forest & Trees

Relevant Work Experience

• Minimum of 2-5 years work experience required with a minimum of 1 year of Customer Operations experience or equivalent experience demonstrating strong customer-focused responsibilities. Required

• Excellent oral and written communication skills. Required

• Demonstrated ability to motivate and manage a workforce. Required

• Demonstrated ability to plan, schedule, and efficiently utilize significant equipment and human resources. Required

• Demonstrated ability to exercise independent judgment and render sound business decisions. Required

• Possess strong computer skills, including proficiency in Microsoft Office products and the ability to learn new software applications. Required

• Knowledge of CIS and Customer Operations Credit and Collections policies and procedures. Required

• Prior supervisory experience. Preferred

• Prior work experience in an operating environment. Preferred

• Knowledge of work management systems, such as IRIS, Maximo, Work Management System, and/or CPMS. Preferred

• Ability to analyze data and utilize tools such as Access and/or Tableau. Preferred

Skills And Abilities

• Demonstrated problem solving skills

• Demonstrated analytical skills

• Strong written and verbal communication skills

• Ability to build strong customer relationships

• Effective interpersonal skills

• Well organized, detail oriented and flexible to handle multiple assignments

• Possesses a high degree of initiative

• Performs work independently with minimal supervision

• Demonstrates excellent judgment and decision making skills

• Assumes personal responsibility for actions

• Must be proficient in Microsoft Office including Word, Excel, Outlook and PowerPoint, etc.

• Excellent organizational skills

• Effective leadership skills

• Effectively coaches and delivers constructive feedback

Licenses And Certfications

• Driver's License Required

• Other: Notary Public license required or must be obtained within 6 months of accepting position 180 Days Required

Physical Demands

• Sit or stand to answer a phone for the duration of the workday

• Sit or stand to use a keyboard, mouse, and computer for the duration of the workday

• Possess manual dexterity and the ability to use hands for the duration of the workday

• Ability to read small print and symbols

Additional Physical Demands

• Must be able to respond to Company emergencies by performing a System Emergency Assignment to restore service to our customers.

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