[Hiring] EBO Senior Supervisor @State Collection Service

Role Description

The GREAT STATE TEAM is seeking a Remote Extended Business Office (EBO) Senior Supervisor to join our fast-growing teams! As an EBO Senior Supervisor, you would manage the performance, workflow, activity, standard of service, and revenue deliverables of the EBO Department. The EBO Sr. Supervisor oversees the work of the assigned EBO Supervisor Group, working to set goals and initiatives for the department and its staff. The EBO Sr. Supervisor acts to train/coach employees and supervisors, work to resolve department personnel issues, and act as decision-maker during the recruitment process as required as well as support and motivate the team to maintain a high level of engagement from their staff.

Veterans and Military Spouses Encouraged to Apply

• Monitors and manages performance, activity, and quality of the EBO department.
• Works with training department to ensure department-specific training material is up to date.
• Ensures training of staff within the department positively assists with production and retention efforts.
• Ensures changes/updates to policies, protocols, and information within the department are rapidly and accurately distributed to all relevant staff.
• Partners with EBO Manager(s) to create and implement strategic initiatives and ideas for the EBO department.
• Coordinates the staffing, including the recruitment, hiring, cross-training, and assignment of staff to cover daily business operations.
• Leads/Participates in meetings regarding EBO team & department issues.
• Handles personnel and disciplinary issues for department staff as needed.
• Creates and conducts formal performance appraisals when required.
• Acts as company representative, liaising and responding to Clients regarding information requests and issues as needed.
• Mentors EBO Representatives and Supervisors to become better professionals, decision makers, and employees.
• Provides feedback to personnel on a regular basis of both strengths and opportunities.
• Completes special projects or work duties as directed by the Director of Operations and EBO Managers.

Additional Duties and Responsibilities

• Represents SCS with the professional and ethical work standards consistent with the mission and management policy of the company.
• Ensures all staff activities are within company quality and compliance standards, as well as client-specific protocols.
• Utilizes company and client information systems successfully to gain results as a part of daily duties.
• Exhibits all company core values.
• Works closely with the dialer team to ensure efficient inventory work efforts.
• Consistently looks for ways to improve current practices and procedures to save money, improve quality, and save time.
• Handles complaint calls when they escalate beyond the EBO Supervisors.
• Assists in fielding EBO leadership or representative questions.
• Represents the department and company at off-site meetings with clients as needed.
• Adheres to all FDCPA, FCRA, HIPAA and applicable laws.
• Attends ACA’s Code of Ethics training annually.
• Adheres to all SCS policies as stated in the Handbook.
• Will assist others within the department in their duties when necessary.

Qualifications

• 2+ years’ experience managing a department in a Call Center, Customer Service or Patient Billing function where contact with the public was a part of daily staff duties.
• A record of success in carrying out duties such as performance management, handling disciplinary/personnel issues, scheduling, and coaching/training.
• Personal Computing skills, including MS-Word, MS-Excel, MS-PowerPoint, MS-Outlook, Internet, and keyboarding.
• Ability to work successfully in a fast-paced, deadline-oriented environment.
• Strong written and verbal communication skills, including the ability to question, resolve conflict, handle objections, and respond to requests for information.

Benefits

• Competitive benefits include Health, Dental, Vision, Life and Disability Insurance, 401K w/employer match, and HSA/Flexible spending accounts.
• Paid time off.
• 7 Paid Holidays – Thanksgiving, Christmas Day, Christmas Eve, New Year’s Day, Memorial Day, Fourth of July, and Labor Day.
• Family Friendly Events.
• Wellness Programs/Gym Reimbursement.
• All necessary equipment and technical support provided.
• * Benefits eligibility is dependent upon FTE Status and Position.
• * All offers of employment are contingent upon successful completion of all post offer processing.