Supervisor, Customer Service (Loan Servicing)

Job Description
As a Customer Service Supervisor (Loan Servicing), you'll impact the lives of everyday people and help them go from surviving to thriving with innovative digital personal finance solutions. You will oversee a Loan Servicing Team (10+ customer service-focused agents) to ensure the performance and productivity standards are achieved. This leadership role will be critical in the growth of team members and the department's overall success. The Customer Service Supervisor (Loan Servicing) is involved in the recruiting, training, coaching and payroll processes when necessary. Supervisors participate in the ongoing development and implementation of processes and procedures.
Join Achieve, change the future
At Achieve, we're changing millions of lives. From the single parent trying to catch up on bills to the entrepreneur needing a loan for the next phase of growth, you'll get to be a part of their journey to a better financial future. We're proud to have over 2,700 employees in mostly hybrid and work from home roles across the United States with hubs in Arizona, California, and Texas. We are strategically growing our teams every day to better serve our members. A career at Achieve is more than a job-it's a place where you can make a true impact, have a sense of belonging, establish a fulfilling career, and put your well-being first.
What you'll do:

• Develop and implement processes and procedures within Loan Servicing through continuous improvement efforts
• Manage all internal reporting to Compliance and Senior Leadership
• Act as Subject Matter Expert to team, internal departments and external customers
• Monitor, manage, and provide reporting on key indicators in an effort to measure team member performance to include monthly one on ones and semi-annual performance reviews
• Create and implement development plans for agents
• Review, approve and manage time and attendance
• Respond to escalated issues

What you'll bring:

• Strong understanding of behaviors that drive a phenomenal customer experience
• Minimum 2 years' experience in a leadership role (i.e. Team Lead, Supervisor or Manager)
• Current or previous experience managing within a call center environment
• Excellent communication and presentation skills with a passion for servicing customers
• Desire for hiring and training new team members
• Comfortable working in a fast paced environment striving for efficiency and overall team success.
• Preferably reside in the Phoenix/Tempe metro area.

Achieve well-being with:

• Hybrid and work from home opportunities
• 401 (k) with employer match
• Medical, dental and vision with HSA and FSA
• Competitive and flexible PTO, including dedicated volunteer days
• Complete wellness support with access to Virgin Pulse, Ginger Health Coaching, and fitness discounts
• Up to $5,250 paid back to you on eligible education expenses
• Pet insurance for your furry family members
• Financial support in times of hardship with our Achieve Care Fund
• A safe place to connect with other employees through our six employee resource groups.

Meet Achieve
Achieve is a leading digital personal finance company. We help everyday people move from struggling to thriving by providing innovative, personalized financial solutions. By leveraging proprietary data and analytics, our solutions are tailored for each step of our member's financial journey to include personal loans, home equity loans, debt consolidation, financial tools and education. Every day, we get to help our members move their finances forward with care, compassion, and an empathetic touch. We put people first and treat them like humans, not account numbers.
Attention Agencies & Search Firms: We do not accept unsolicited candidate resumes or profiles. Please do not reach out to anyone within Achieve to market your services or candidates. All inquiries should be directed to Talent Acquisition only. We reserve the right to hire any candidates sent unsolicited and will not pay any fees without a contract signed by Achieve's Talent Acquisition leader.
Job Req:
20372