What are the responsibilities and job description for the Manager, Servicing Support position at Purchasing Power?
Work at Purchasing Power
Position: Manager, Servicing Support
Location: Vinings, Ga/Hybrid work model
Who Are We: Purchasing Power (corp.purchasingpower.com)
We are an Atlanta-based voluntary benefit company offering an industry-leading employee purchase program for brand-name consumer products, online education services and travel offerings through convenient payroll deduction, helping employees achieve financial flexibility.
The Opportunity: The Manager of Servicing Support will be responsible for overseeing both the Servicing Support and Training & Quality Teams. This role focuses on supporting vendor relationships, ensuring smooth operational workflows, developing training programs, and managing quality assurance initiatives. The ideal candidate is an experienced leader with expertise in customer service, training, quality assurance, and process improvement.
What You Will Do:
- Serve as the primary point of contact for vendors, fostering strong relationships and open communication
- Troubleshoot, resolve vendor concerns and any escalating issues as needed
- Work closely with cross-functional teams to implement continuous improvement initiatives to enhance the customer experience
- Oversee the Chargeback dispute process in the Stripe credit card system, tracking trends, and providing recommendations for reducing dispute rates
- Provide coaching, feedback, and performance reviews to enhance team skills and engagement
- Implement metrics and tools to ensure team meets productivity targets and standards
- Oversee department training initiatives and new hire onboarding experience for account servicing recovery specialists
- Lead quality assurance initiatives and ensure adherence to company standards and regulatory requirements
- Serve as subject matter experts for internal charge off processes, workflow management, and operational procedures
The Experience You Will Bring:
- Bachelor's degree in related field OR 5 years or relevant experience may be considered in lieu of a degree
- 3 years of management/leadership experience in a high-productivity customer service environment
- Experience in collections, account recovery, or regulatory compliance (FDCPA, UDAAP) is a plus
- Proficiency in Microsoft Office Suite, CRM systems, and training tools
- Knowledge of customer service operations, chargeback disputes, and complaint resolution
- Strong relationship management and vendor oversight experience
Preferred Qualifications:
- Experience with FICO Debt Manager, Oracle, NLS, LiveVox systems
Your Well Being:
- Hybrid work model (Onsite/Offsite)
- Comprehensive benefits: medical, dental, vision, company paid Basic Life/AD&D
- 401k Retirement Plan
- Flexible PTO
- Career Development
- Employee Purchase Program
What We Stand For:
- We act with intensity, urgency and a passion for supporting our customers and growing our business. We strive for excellence.
- We hold ourselves accountable and expect it of each other. We attack problems with a positive “can do” attitude. We do what we say we’ll do.
- We deliver as one team, working together with integrity, respect, trust, transparency, and fun. We are better because we work here.
- We believe our unique diversity and authenticity makes us a better company, allows us to be our best selves and is a competitive advantage.
- We exhibit innate curiosity and creativity to innovate and reimagine how things can be done. We ask, is there a better way?
Purchasing Power is an equal opportunity employer. At Purchasing Power, we make all employment decisions, which include hiring, promoting, transferring, demoting, evaluating, compensating and separating, without regard to sex, sexual orientation, gender identity, race, color, religion, age, national origin, pregnancy, citizenship, disability, service in the uniform services, or any other classification protected by federal, state or local law.
