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Senior Account Manager, Recoveries (Remote Friendly)

Company: Mission Lane LLC
Location: Reno
Posted on: September 23, 2022

Job Description:

We're looking for a solutions-oriented self-starter with financial services call center experience to to join our Recoveries Department as a Senior Account Manager, for our 12:30 pm to 9 pm (Eastern Time) shift.
Senior Account Managers can choose to work from our beautiful headquarters office in Richmond, VA, or from their homes, or a little bit of both! We are currently hiring for this position in in AR, AZ, FL, MO, NV, PA, TX and VA.
This is a unique opportunity to contribute at a company that's on the verge of becoming the household name in financial products for the 50% of Americans who aren't served by traditional financial institutions.
The impact you'll make:
You'll drive forward our mission of financial inclusion by supporting our fast-growing front line team, in the form of supervisor calls and-real time coaching, as we deliver brand defining experiences that help our customers thrive. Along the way, you'll play a key role in identifying ways to continually improve and refine our processes and procedures.
As a Senior Account Manager on the Recoveries team, you will:

  • Research and resolve complex customer escalations
  • Provide real time policy/procedure coaching for front line agents as needed
  • Monitor production queues and partner with workforce management routinely to optimize queue performance
  • Identify, track, and communicate any trends for continued front line agent improvement
  • Be the primary point of contact for the front line team as it relates to production support issues
  • Collaborate effectively across Customer Insights and horizontal business teams as needed
  • Routinely deliver policy/procedure updates and refreshers to the frontline team
  • Maintain a high level of awareness of the call center activities, processes, and procedures as well as call center best practice

    You'll thrive in this role if:

    • You have a solid understanding of financial services call center operations, the regulatory environment, and technologies.
    • You have strong communication skills.
    • You have proven de-escalation skills.
    • You think critically and analytically - reviewing issues, evaluating conditions, and employing independent judgment and discretion to determine the best way forward.
    • You are able to effectively manage multiple requests with little oversight
    • You have strong attention to detail.
    • You have a private, quiet, distraction free area to work (if working remotely)
    • You are resilient and adaptable in the face of day-to-day challenges

Keywords: Mission Lane LLC, Reno , Senior Account Manager, Recoveries (Remote Friendly), Executive , Reno, Nevada

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