Client Relations Supervisor - Knoxville, TN

General Purpose of Job

Motivate, educate, coach and guide team. The purpose of the job is to supervise representatives in performance of daily duties, performance, and development. Ensure that goals are attained on a daily, weekly, and monthly basis, working in conjunction with management and other peers in the department. Ensuring employees adhere to EdFinancial’s policies and procedures. Assure that regulatory industry policy and contractual requirements are met. Provide coaching as necessary. Report statistics to management as requested.

Duties and Responsibilities (Daily and Monthly)

• Maintain a positive work atmosphere by behaving and communicating in a manner so that you get along with customers, clients, co-workers, and management.
• Responsible for the security of workstation and work area in regards to the confidentiality of the data and the systems.
• The position requires a 5c level access to Edfinancial’s information system and operates on both Commercial and DL portfolio environments.
• Be able to work all shifts, working overtime and encouraging employee overtime when needed.
• Maintain professional and productive work environment, maintaining confidentiality, and showing discretion in leadership position.
• Maintain a high-level of knowledge of all loan phases, from pre-loan thru pay-off, including ability to analyze complex and detailed information regarding customers invoice, payment, and loan status questions; maintain knowledge of federal and regulatory issues, Common Manual and Edfinancial rules and regulations.
• Ensure that department goals and expectations are met on a daily, weekly, and monthly basis.
• Provide assistance/support for fellow peers/departments at Edfinancial Services.
• Handle escalated calls as needed.
• Manage the dialer and delinquency.
• Liaison with other departments as needed.
• Assist with floor walking and answering rep questions.
• Create and promote teamwork environment while recognizing individual accomplishments
• Review staff performance monthly, providing documented performance evaluations; should include quality, attendance, and work performance.
• Meet with representatives and/or Assistant Supervisors to discuss any performance issues in a timely manner, following progressive disciplinary process.
• Ensure schedules are adhered to; provide feedback to representatives, follow attendance and tardiness policies by reviewing their time card - sign off on employee’s time off requests – update department calendar.
• Manage time off/absences.
• Approve/monitor the representative’s time card.
• Ensure employee evaluations are done and delivered in a timely manner (3-month, 6-month, transfer, and annual reviews).
• They should be well written with specifics of employee performance.
• Ensure the Assistant Supervisors are completing the delivery of reviews in a timely manner.
• Effective time management and organizational abilities – complete assigned projects in a timely manner.
• Work with other leadership team to ensure consistency of leadership and management of teams.
• Attend meetings with leadership team and assist with personnel issues.
• Set personal goals for own development and assist representatives with their goals.
• Continually learn new and updated enhancements and changes.
• Suggest process improvements for the day-to-day operations of the department.
• Identify trends, training needs, and provide suggestions.
• Suggest areas of training.
• Recommend improvements to improve overall results. Develop action plans to achieve desired results.
• Assist with pre-screening and interviewing potential new hires.
• Other duties as assigned by management.