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Group Manager, Consumer Support Services
Encore Capital Group
Troy, MI, United States
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What does it mean to ‘Experience Encore?’ It means to be part of an organization where success is fueled by a demonstrated commitment to caring for our consumers and supporting them as we strive every day to identify the moments that matter: the moments where our consumers feel empowered to manage their finances differently. It’s both a rewarding and challenging environment.
As an international business, headquartered in San Diego, we are diverse and large enough to reinvest in our people and in our success. Our commitment to Better Solutions, Better Life also extends to how we treat our employees. Professional growth. Leadership training. Skills development. Wellness initiatives. A healthy work-life balance. It all comes together to offer you the perfect career solution, supported by a great quality of life too.
The Consumer Support Services department is looking for a Group Manager, to join our team here in Troy, MI. The Group Manager, Consumer Support Services is responsible for the day-to-day operations and management of the Specialist teams. This position is responsible for managing the domestic disputes and complaint team.
• Visibility interacting with many of the groups i.e. Internal Operations, Legal and Compliance
• Strong management, critical thinking and problem solving for managing escalations and inquiries
• Handle domestic escalation calls
• Supervision of employees, process and procedure development, and execution.
• This position interacts with internal and external customers as well as multiple cross-functional organizations. The position requires a balanced mix of people, process and project management with a solid understanding of the Internal Operations Channel.
Responsibilities include:
• Attention to Detail
• Multitasking
• A can-do attitude, great work ethic, friendly, adaptable, driven
• Strong written and verbal communication
• Oversees and makes suggestions for improvements to daily automated and manual processes
• Process administrative material and tasks
• Provides regular tracking and reporting on adherence to daily processes and / or financial performance
• Relationship with and request fulfillment for internal / external customers
• Subject matter expert for one or more projects with high levels of complexity
Education:
Required: High School Diploma
Preferred: Bachelor
Language:
Required: English
Experience:
Required: 1 - 2 years customer service or clerical experience. Experience with MS Office. Good communication skills, Data Entry.
Preferred: 2+ years work experience in financial services related field. System querying skills. Proficiency with MS Office (particularly Excel).
Excel).
Position Title Group Manager, Consumer Support Services
Location MI - Troy
Category Operations Decision Science
Position StatusFull time