• Customer Support Manager

    Job Locations US-MA-Andover
    Posted Date 2 weeks ago(2 weeks ago)
    Job ID
    2018-1219
    Category
    Collections Operations
    Region
    Northeast
    Type
    Regular Full-Time
  • Overview

    Zwicker & Associates PC is a national law firm that represents some of the largest creditors in the nation. Growing strong since 1991, Zwicker encompasses a large clientele ranging from major credit cards issuers to student loan collections.

     

    Position Summary          

    Responsible for the managing of employees who perform collection administrative duties on a daily basis. Document all incoming mail, faxes, etc. Prepares a variety of letters and assists collection managers when needed. Manages and maintains reports for the Operations team. Assist in the training of support and call agent personnel. Monitor and manage a team of inbound call agents ensuring proper transfers to appropriate collection representatives and or teams.                                

    Responsibilities

     

    Essential Functions         

    • Insure all daily administrative functions completed as well as assigned tasks to support the collection operation team.
    • Train new hires to the unit on processes and procedures.
    • Evaluate support and call agents on a monthly basis for performance informing Director of Operations of any problems.
    • Continually motivate staff and maintain a positive work environment.
    • Responsible for tracking inbound call activity and monitoring call transfers of inbound call agents.
    • Manage various daily/weekly/monthly reports to support the Collection Operation team.
    • Maintain all client and debtor information confidentially.
    • Monitor and forward time off requests to Director for approval, review time records and schedule changes, ensuring coverage within the unit.
    • Capable of performing administrative duties as needed to support the VP and Directors of Operations.
    • Other duties as assigned.

     

    Qualifications

     

    Competencies Required                                                                                                        

    • Ability to follow company / client compliance related policies and directives.
    • Ability to use office machines.
    • Efficient use the telephone system.

                                                                                                     

    Minimum Qualifications                                                                                                                       

    • Must be proficient in computer applications; MS Word and Excel
    • Strong interpersonal, oral, written and facilitation communication skills
    • Ability to work in a fast paced environment
    • Possess strong organization skills and the ability to successfully multi-task

                                                                              

    Preferred Qualifications                                                                                                         

    • Collection or call center experience preferred
    • Knowledge of debt collection laws and regulations

                                                                                                            

    Physical Qualifications                                                                                                           

    • Ability to lift 5 lbs or greater                                                                            
    • Be able to sit 90% of the work day at times
    • Be able to bend at the waist and be mobile when needed                                                            
    • Be able to read and comprehend position-specific documents and correspondence              
    • Be able to communicate in a common language with (or to) individuals or groups verbally and/ or in writing (e.g. applicants, managers, employees)                              
    • Be able to operate a computer, phone and/or equivalent devices                                              
    • Be able to complete a minimum of a 40 hour flexible workweek schedule which may include overnight and/or weekends

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