YOUR DAY-TO-DAY
Responsible for agent growth and development
Train team members on effective customer interaction and collection methods
Examine team behavior and practices to provide timely constructive feedback and direction
Motivate team members to achieve desired results
Manage and accurately document account details and agent performance details
Work with Progressive Customers and provide exceptional customer experiences
Handle escalated situations for customers
Act as the first primary responder to questions from team/department
Ensure that service levels & saturation consistently hit expectations
Set monthly goals for the team and communicate the action plan with direct manager
Manage time properly to complete all administrative responsibilities
YOU’LL BRING
Must have experience in collections
Bilingual Spanish is preferred but not required
Must be available to work the following shift: 10:30AM-7:00PM
Excellent communication skills, both written and verbal
Strong interpersonal skills with the proven ability to interact confidently and professionally with Employees and Customers
Ability to address situations with a sense of urgency, high energy and enthusiasm
Proven ability to coach and mentor others
Ability to drive engagement by helping others understand a vision/purpose
Proficiency with Microsoft Office Suite (Excel functions and formulas a plus)
General knowledge of the Fair Debt Collection Protection Act and Telephone Consumer Protection Act
AI-enabled tools are already part of how work gets done across our organization, and that’s only going to expand over time. We value people who are curious, adaptable, and open to learning as roles and workflows evolve
Progressive Leasing welcomes and encourages diversity in the workplace. We do not discriminate in any aspect of employment on the basis of race, color, religion, national origin, ancestry, gender, sexual orientation, gender identity and/or expression, age, veteran status, disability, or any other characteristic protected by federal, state, or local employment discrimination laws where Progressive Leasing does business.
