Supervisor, Credit & Collections (Fraud)

Job Summary

Responsible for supervising the daily activities of a designated team to ensure superior credit, collection, fraud, or vendor operations management and a smooth efficient workflow. Responds to internal and external customer inquiries. Supports the development of collection Representatives and manages individual and team productivity and performance. Coordinates and supervises the daily activities of business support, technical or production staff. Sets priorities for the team. Assigns tasks and checks work at regular intervals. Customarily and regularly directs the work of at least two or more other full-time employees or their equivalent.

Job Description

Core Responsibilities

• Supervises a team of representatives, establishing performance goals, providing focus and performance reviews, and supporting team and individual employee development.
• Analyzes and actively manages quantitative and qualitative performance metrics.
• Communicates information to manager and staff in order to promote service excellence and individual personal growth.
• Promotes positive employee relations by fostering a team environment of open communication, approachability and fair and consistent treatment of all employees within a workforce dedicated to diversity and advocacy of the company.
• Provides daily coaching and feedback to team members by inspiring trust, encouragement, motivation and accountability. Creates coaching plans to maximize performance and supports the team by promoting individual employee development.
• Acts as change management liaison and change lead in communicating important business initiatives. Communicates messages to team in a positive manner that conveys connection to the business strategy, customers and employees.
• Supports team members in problem solving and addresses escalated internal and external customer issues in a responsive, timely, and accurate manner to achieve maximum customer satisfaction.
• Celebrates and reinforces employee successes through recognition and promotion.
• Facilitates routine huddles with the team focused on improving the employee experience and the customer experience. Develops action plans as appropriate based on employee feedback.
• Partners with manager to develop effective cross-training programs for personal development and to maximize efficiencies.
• Hires, trains, and develops staff to ensure best-in-class customer service and operational goals are achieved.
• Assists in the development and implementation of operational strategy. Establishes and monitors clearly defined key performance indicators for all team personnel.
• Consistent exercise of independent judgment and discretion in matters of significance.
• Regular, consistent and punctual attendance. Must be able to work nights and weekends, variable schedule(s) as necessary.
• Other duties and responsibilities as assigned.

Employees at all levels are expected to:

• Understand our Operating Principles; make them the guidelines for how you do your job.
• Own the customer experience think and act in ways that put our customers first, give them flawless digital options at every touchpoint, and make them promoters of our products and services.
• Know your stuff be hardworking learners, users and advocates of our groundbreaking technology, products and services, especially our digital tools and experiences.
• Win as a team make big things happen by working together and being open to new ideas.
• Be an active part of the Net Promoter System a way of working that brings more employee and customer feedback into the company by joining huddles, making call backs and helping us elevate opportunities to do better for our customers.
• Drive results and growth.
• Respect and promote inclusion & diversity.
• Do what's right for each other, our customers, investors and our communities.

Disclaimer:

• This information has been crafted to indicate the general nature and level of work performed by employees in this role. It is not crafted to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications.

Comcast is proud to be an equal opportunity workplace. We will consider all qualified applicants for employment without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability, veteran status, genetic information, or any other basis protected by applicable law.

Education

Bachelor's Degree

While possessing the stated degree is preferred, Comcast also may consider applicants who hold some combination of coursework and experience, or who have extensive related professional experience.

Relevant Work Experience

2-5 Years

Base pay is one part of the Total Rewards that Comcast provides to compensate and recognize employees for their work. Most sales positions are eligible for a Commission under the terms of an applicable plan, while most non-sales positions are eligible for a Bonus. Additionally, Comcast provides best-in-class Benefits. We believe that benefits should connect you to the support you need when it matters most, and should help you care for those who matter most. That’s why we provide an array of options, expert guidance and always-on tools, that are personalized to meet the needs of your reality – to help support you physically, financially and emotionally through the big milestones and in your everyday life. Please visit the compensation and benefits summary on our careers site for more details.

Base pay is one part of the Total Rewards that Comcast provides to compensate and recognize employees for their work. Most sales positions are eligible for a Commission under the terms of an applicable plan, while most non-sales positions are eligible for a Bonus. Additionally, Comcast provides best-in-class Benefits. We believe that benefits should connect you to the support you need when it matters most, and should help you care for those who matter most. That’s why we provide an array of options, expert guidance and always-on tools, that are personalized to meet the needs of your reality – to help support you physically, financially and emotionally through the big milestones and in your everyday life. Please visit the compensation and benefits summary on our careers site for more details.