The Verification Center is a support center open 24/7/365 . The Supervisor will be responsible for supervising the daily activities of Verification Agents while providing leadership, training, and direction to the verification agents. The Supervisor must be available to work all shifts, days and/or evenings, overnights and weekends.
What You'll Do
- Provide quality customer service at all times
- Understands company and department quality and revenue goals, driving team performance based on these goals while maintaining the overall integrity of the verification process
- Make improvements to both internal and external customer experience
- Ability to maintain and analyze reporting on a daily, weekly, monthly and year to date basis. Strong understanding of how reporting drives performance
- Ensure that supervised Verification Agents adhere to all policies and procedures regarding proper verification procedures and decisions.
- Ensure all verification goals/targets are met for all supervised agents
- Train, evaluate, develop & discipline all supervised agents
- Manage agents in a manner to encourage success, including completing
- Performance evaluations and continually mentoring on performance expectations and skill builds needed for next level of performance
- Assist with the hiring, training, performance, and termination decisions
- All other duties as assigned
What We’re Looking For
- High School Graduate or equivalent (some higher education preferred)
- Strong background in development and management of others
- Minimum of 1 year experience serving in a customer service role
- Must have the ability to multi-task in a high energy call center environment
- Mastery of Microsoft Office suite including intermediate level Excel
- Computer keyboard proficiency required
- Must understand and meet the demands of a customer focused call center environment
- Must be dedicated to the work ethic and employment philosophy of an at will employer
- Must work independently, manage multiple projects and produce timely and effective results
- Must be able to work with a computer screen that is quickly changing and flashing the user to be alert of specific information
Benefits
Working at Advance Financial is more than just another job. We pride ourselves on creating a world-class experience for our customers and employees. Some of our benefits include:
- $500 Sign-on Bonus paid after 90 days of employment
- Comprehensive Health, Dental, and Vision Insurance
- Generous PTO and paid time off to volunteer
- 401k program with a 5% company match
- Student Loan Repayment Plan
- On-site gym
- And more!
Physical Demands
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. He or she must be able to work with a computer screen that is quickly changing and flashing the user to be alert of specific information. Must be available to work all shifts, days, evenings, nights and weekends. Must be able to remain in a stationary position for 50% of the time.
Work Environment
Fast-paced retail service environment. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
AAP/EEO Statement
In order to provide equal employment and advancement opportunities to all individuals, employment decisions at the Company will be based on merit, qualifications, and abilities. The Company does not discriminate in employment opportunities or practices on the basis of race, color, religion, sex, national origin, age, or any other characteristic protected by law. This policy governs all aspects of employment, including selection, job assignment, compensation, discipline, termination, and access to benefits and training. Any employees with questions or concerns about any type of discrimination in the workplace are encouraged to bring these issues to the attention of their immediate supervisor and/or the VP, Human Resources. Employees can raise concerns and make reports without fear of reprisal. Anyone found to be engaging in any type of unlawful discrimination will be subject to disciplinary action, up to and including termination of employment.