Overview:
***This is a hybrid role, working approximately 25% of time in our Wichita, KS office and the remainder of time remotely.***
Curo is a leading consumer credit lender serving U.S. and Canadian customers for over 25 years. Our roots in the consumer finance market run deep. We’ve worked diligently to provide customers a variety of convenient, easily accessible financial services. Our decades of diversified data power a hard-to-replicate underwriting and scoring engine, mitigating risk across the full spectrum of credit products. We operate under a number of brands including Cash Money®, LendDirect®, Heights Finance, Southern Finance, Covington Credit, Quick Credit and First Heritage Credit.
In this role, you will be responsible for meeting Company goals, while maintaining specific call center performance metrics, supervising, and training employees, and developing a culture of success with the collections team.
Additional responsibilities include providing reports and coaching to collectors and supervisory staff, investigating customer accounts, providing support to leadership and executive teams, project management support specific to collections programs, providing consistent and effective leadership and team development, and addressing performance concerns.
Responsibilities:
What you will be doing:
- Managing the daily activities of collections agents and supervisor team
- Maintaining comprehensive and up to date knowledge of all customer lending programs, assistance programs and support collections and servicing initiatives respective to the program
- Responding to all inquiries, including email, chats, and voicemail, in a timely manner within company policies and procedures
- Producing and reviewing performance reports to guide development plans
- Consistently reviewing agent calls, calculating call scores, and maintaining records of call quality
- Maintaining and managing incentive programs for collections staff with an emphasis on motivational strategies while maintaining a professional and productive environment
- Ensuring agent dialer statistics and agent work queue KPIs are consistently achieved
- Reviewing dialer reporting and performance to maintain dialer proficiency
- Effectively training collections staff in accordance with company guidelines
- Ensuring all staff remain compliant with regulatory requirements, at all times
- Reporting regularly to leadership on designated projects and performance outcomes
- Maintaining availability for collections agents via chat, helplines, and in the office
- Monitoring agent attendance and punctuality
- Maintaining all databases and systems with up-to-date information concerning employee attendance, disciplinary actions, etc
- Creating and developing a culture of excellence, with demonstrated commitment to the growth of the collections department
- Building and maintaining positive relationships with employees while adhering to the professional standards of conduct
- Maintaining a flexible schedule when needed to maintain proper procedures for opening and closing
- Motivating and performing team building skills while leading by example
- Collaborating openly with all members of the CURO team fostering collaboration and supportive relationships across the branch network and centralized teams
- Complying with Safety and Security standards at all times.
Qualifications:
What you should have:
- Progressive management experience in a phone-based consumer lending/collection call center environment
- Five years’ experience in consumer credit, collections, and servicing; including unsecured and auto lending
- Preferred experience in alternative collections strategies including repossession and exposure to bankruptcy and litigation strategies
- Minimum educational requirement of High School diploma or General Equivalency Diploma (GED)
- Strong proficiency of computerized applications such as word processing, spreadsheet, email, and specialized business applications software (Windows, Microsoft platforms; Word, Excel, Team, and Outlook)
- Excellent oral and written communication skills
- Demonstrated strong analytical, organizational, and problem-solving skills
- Proven ability to multitask, work well with others, and take directions, as necessary
- Proven ability to coach and develop others
- Strong communication and interpersonal skills
- Strong attention to detail, and decision-making abilities
- Ability to work full-time based on your assigned shift, including having the flexibility and willingness to work rotational shifts based as business needs
- Ability to work in a quiet, private place in your home where you can work without background noise
- Must be hardwired to your home modem using the provided ethernet cable and be able to meet the minimum work-from-home requirements (including hi-speed internet in your home with minimum 50 Mbps download & 5 Mbps upload speeds)
Base Salary: $70,000 - $100,000
The base salary range represents the low and high end of the anticipated salary range for this position based on the U.S. average. The actual base salary offered for this full-time position will be determined by various factors, including but not limited to, location, skills, knowledge, competencies, and experience.
All full-time salaried employees are eligible for the following benefits, starting on day one: Flexible Paid Time Off Program, Medical, Dental, Vision, Life Insurance, Disability, and other voluntary coverages. You will also be eligible to participate in our 401k program, starting on the first of the month following 30 days of employment with a company match.
This employer participates in E-Verify for US-based hires.
EEO Statement:
CURO Supports Equal Employment Opportunity. CURO (dba Cash Money®, LendDirect®, Heights Finance, Southern Finance, Covington Credit, Quick Credit, and First Heritage Credit) is committed to a policy of providing equal employment opportunity to all qualified employees and applicants. This commitment is reflected in all aspects of our daily operations. We do not discriminate on the basis of race, color, sex, religion, national origin, marital status, age, disability, veteran status, or genetic information in any personnel practice, including recruitment, hiring, training, compensation, promotion, and discipline. Additionally, we do not discriminate based on any other characteristic protected by applicable state/provincial or local law where a particular employee works. In addition, it is the policy of CURO to provide reasonable accommodation to qualified employees who have protected disabilities to the extent required by federal law and any state/provincial law where a particular employee works.
Notice to CURO job applicants: CURO will never ask for your personal banking information, transfer of funds, a credit card, or for you to purchase any equipment to process a job application or for training. Authorized CURO representatives' email addresses will end in @curo.com, @first-heritage.com, @heightsfinance.com, and @cashmoney.ca.
