Universal Acceptance Corporation (UAC), an Edina, MN based finance company, has an IMMEDIATE opening on our Customer Service/Collections leadership team! At UAC, we provide financing support for the 3rd largest Buy Here Pay Here auto chain in the country, and it’s our people that truly make the difference! Due to our consistent growth, and progressive growth objectives going forward, we are currently looking for a "career-minded" individual to join our Senior Leadership team! This “hands-on” role is an integral part of our business and will provide Customer Service leadership, training, & support to our Account Representatives out on the floor.

As a Collections Call Center Supervisor, you will be responsible for assisting our Account Reps in the effort to bring our customers automobile accounts current. You must be able to understand established company goals and work with the Account Rep teams to achieve not only the company goals, but also help each individual Account Rep to reach their goals as well. Other responsibilities include: Helping AR teams maintain their queue’s, conduct meetings & one-on-one’s to establish personal goals with each Representative along with providing on-going training. It is also the Supervisor’s responsibility to enforce compliance with Federal regulations and company policies & procedures.

Responsibilities:
• Review daily/weekly/monthly numbers & be able to identify issues and, based on those findings, train and coach the AR team to make the necessary adjustments.
• Identify/define “successful metrics” and motivate AR team to strive for achievement.
• Conduct weekly one-on-one sessions with each Account Rep, and identify areas of success as well as areas for improvement.
• Work with other Managers to determine best courses of action to improve the teams and/or an individual’s performance.
• Document all collection activities properly in our computer system. Identify system training needs if/when necessary.
• Take turn-over calls from Reps, setting up payment plans with customers to resolve delinquent amount in a timely fashion.
• Determine if a customer qualifies for a modification and, when applicable, determine acceptable “good faith” payment amounts.
• Enforce company policies/procedures, as well as established or revised Federal regulations.
• General clerical/office work. (i.e. filing, faxing, answering phones, mailing letters, maintaining a clean & professional environment.)
• Conduct quality audits & random call monitoring to ensure that Account Reps are consistently providing the highest level of Customer Service on each call.
• Participate in on-going staff development opportunities. This includes on-going training in the following areas: phone skills, computer system, customer service, and collections. (i.e.: entering notes in the system, compliance with time clock policy, utilization of scripts, customer negotiations/documentation, and interfacing cross-functionally with other departments such as Underwriting, Service, & Sales.)
• Manage any customer satisfaction issues in a prompt and professional manner.
• Overseeing delinquency
• Participate in efforts relating to recruiting/interviewing/hiring of potential AR staff.
• Monitor/document staff performance on a consistent basis. This includes: performance issues, training & development, scheduling, conducting individual performance reviews, reporting issues pertaining to payroll, human resources, or disciplinary action when necessary.
• Productively reacting to change with a positive attitude.
• Willingness to take on additional tasks when asked

Minimum Requirements:
• 3+ years of Customer Service leadership experience, including direct supervision of Customer Service or call center team(s)
• Clear and effective verbal and written communication skills with internal/external customers
• Must be able to work 2 evening shifts until 8 PM & every other Saturday.
• Must be willing to complete pre-employment criminal background screening, and results must be consistent with company standards.

A career with UAC will offer a competitive compensation package including: Base pay, performance-based bonus, health benefits, 401(k) w/ company match, paid-time-off, and paid training!