Director, Customer Service Support
Resurgent Capital Services

Job Info

---

Building Bridges, Moving Ahead
Work hard. Play hard. Breathe Easy. That's a nutshell description of the professionals who thrive at Resurgent. Regardless of their position, our people are ambitious and entrepreneurial, attracted to the fresh point-of-view of an evolving, growing company. They are personable and patient, attracted to the collaborative nature of our company. And they are centered, understanding the balance needed to achieve success at work and harmony at home.

Summary

The Director of Customer Service Support Operations manages all activities and processes which provide customer support specific to all types of dispute investigations. Additionally, this role provides leadership and oversight of outbound letters template management and fulfillment processes. Leadership responsibility includes 4 direct reports and 45-50 indirect reports across 4 teams: Disputes Team, Fraud Team, ACDV Team, and Letters Team.

Responsibilities

• Provides guidance and leadership to supervisors and staff. Leads and mentors team members to develop and reinforce skills and effectiveness.
  Uses variety of applications and tools to regularly review performance results in order to identify actions necessary to return to standard as well as identify opportunities for improvement to further enhance effectiveness, efficiency, and accuracy
• Reviews process documentation and process flows for each area of responsibility for accuracy and compliance to regulations and company policies
• Serves as primary point of contact with vendors in support of letters processing
• Establishes and maintains open lines of communication with other functional areas (Client Services, Compliance, Digital Collections, Inventory Management, Legal, Servicer Support, Customer Service) to ensure alignment with business objectives and initiatives
• Resolves escalated issues raised by teams, servicers, or other functional areas
• Effectively champions and leads projects as part of continuous improvement efforts or in response to changing regulatory requirements
• Proactively identify IT projects required in support of process improvements. Accurately defines business requirements, provides input to prioritization, and supports User Acceptance Testing (UAT) with resources and input to test plans
• Effectively manages resources with high level of cost consciousness
• Develops and maintains forward looking capacity models for staffing decisions
• Identifies and hires top talent during instances of replacement from attrition or addition during growth
• Effectively manages conflict and resolves personnel issues as necessary

Skills

• BS in Business Administration or other related field
• 5-7 years of related experience, 2+ years within a proven leadership role
• Excellent work ethic and unquestionable integrity
• Strong leadership abilities including ability to motivate teams, effectively communicate (oral and written), organizational skills, time management, and attention to detail
• Advanced analytical and problem solving skills
• Process orientation and process improvement mindset, including fundamental understanding of structured process improvement methodologies (Lean, Six Sigma)
• Proficiency in MS Office applications (Word, Excel, PowerPoint, Outlook) and aptitude for learning new systems
• SQL knowledge preferred
• Relevant experience in the credit industry desired with an understanding of compliance to FDCPA

Resurgent is fueled by our diverse and inclusive work environment. Are you excited about this opportunity, but your skills and experience aren't an exact match? We encourage you to apply anyway! You may be just the person we are searching for to fill this or another position. We would love to consider you for the Resurgent team!

This job has expired.