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Manager, Customer Payment Assistance (Hybrid)

Company: Progressive Leasing
Location: El Paso
Posted on: March 15, 2023

Job Description:

Manager, Customer Payment Assistance (Hybrid)

Job Locations

US-TX-El Paso - US-UT-Draper


Operations and Marketing

Job Description

Progressive Leasing is a leading provider of in-store and e-commerce lease-to-own solutions. As an almost 20+ year old FinTech company that has gone from start-up to industry leader, we know how to innovate, simplify, and value all people. We are a company founded on our grit and we are constantly looking to the future. As an ever-evolving group of entrepreneurs and technologists, we strive to do the right thing period in all aspects of our work. We are a subsidiary of PROG Holdings (NYSE: PRG), an exciting FinTech holding company, with three business segments including Progressive, Vive Financial, and Four, a Buy Now Pay Later (BNPL) platform. We are currently hiring a Manager, Collections to help grow our company and ensure our mission is achieved! This role is primarily a work from home position with some in person presence required when local TX events are coordinated. Once per quarter this person may be required to travel to our AZ or UT office for special events and meetings. Employee Value Proposition (EVP): PROG is dedicated to providing people with opportunity; opportunity for inclusive collaboration, opportunity for innovation, and opportunity for development. WE ARE: A team of asset management experts that are crucial to the operational excellence and world-class experience that we provide to our customers. Progressive Leasing is known for the high-quality assistance that we provide, and we love to continuously pursue excellence and compassion in all that we do! We are dedicated to creating a culture of belonging, inclusion, diversity, and equity in our teams and celebrate each individual contributions and uniqueness. Our collections department has one goal: to create a positive, engaging, and risk free experience for our customers and agents while driving the business. YOU ARE: A highly detailed-oriented rockstar who loves preventing and minimizing loss to help create good GMV for Progressive Leasing. In this role you will focus specifically on driving growth, retention and customer satisfaction while achieving service level targets and key performance metrics. As the Progressive Leasing a Manager of Collections, you will be managing a large-scale collections department in a call center environment. YOUR DAY-TO-DAY:Organize, direct and manage exempt employees and staff

  • Mentor, coach and develop management staff
  • Manage agents and all aspects of employee lifecycle including hiring, retention, performance management and verify adherence to all policies
  • Ensure service levels targets are consistently achieved
  • Establish and maintain professional business relations with key stakeholders to ensure a high level of service and client satisfaction
  • Assist with the implementation of effective business practices and ensure operational excellence at all levels to further enhance client satisfaction and advocacy
  • Support key initiatives/partnerships designed to advance Progressive Leasing's business goals and to bring greater exposure to the Progressive Leasing brand
  • Leads by example with ambition/teamwork and has a positive "can and will do" attitude
  • Communicates direction of service area goals, measurements, and opportunities
  • Approves Paid Time Off requests and updates time records
  • Handle all scheduling of agents within their service area- evenings, weekends, holidays, and regular schedulesYOU'LL BRING:
  • 3 to 5 years experience in Customer Service in a call center environment required
  • 3 to 5 years experience in Collections in a call center environment preferred
  • 3 to 5 years of leadership experience required
  • Proven ability to successfully manage service and sales teams with an emphasis on sales tools, techniques, methodologies and metrics
  • Excellent understanding and experience of the customer shopping and buying experience at retail and beyond
  • Must have excellent oral and written communication skills
  • Will need to calculate figures and amounts such as discounts, interest, commissions, percentages, etc.
  • Must have strong working knowledge of The Microsoft Office Suite (especially Word, Excel, and Outlook)
  • Business Strategy and Data Analytics experience a plus
  • Must have understanding of Collection Metrics and drivers of bad debt
  • Experience leading Collection Call Centers a plus
  • Knowledge of FDCPA and TCPA preferred
  • Bachelor's degree or equivalent experience preferredWE OFFER:Competitive Compensation + Bonus PotentialFull Health Benefits; Medical/Dental/Vision/Life Insurance + Paid Parental LeaveCompany Matched 401kPaid Time Off + Paid Holidays + Paid Volunteer TimeDiversity Alliance Resource GroupsEmployee Stock Purchase ProgramTuition ReimbursementCharitable Gift Matching Job Required Equipment & Services Will Be ProvidedProgressive 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.

Keywords: Progressive Leasing, El Paso , Manager, Customer Payment Assistance (Hybrid), Executive , El Paso, Texas

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