Supervisor, Settlement Operations

Description
A Supervisor, Settlement Operations will be responsible for the coaching and development of a team of front line agents including: delivering on monthly performance goals, developing the skills of direct reports, and hiring new talent for the Settlement Operations team.
What you'll do:

• Coach and develop a team of Accelerated Graduation Portfolio Experts to achieve monthly targets
• Conduct regular performance discussions with Portfolio Experts around goal attainment, attendance, and productivity.
• Perform regular audits of Portfolio Experts' work to ensure accuracy, quality, and identify areas of opportunity for agents to improve performance
• Have regular career development conversations with Portfolio Experts to assess potential and readiness to move into other roles
• Gather feedback and analyze data to identify trends and process gaps that prevent clients from completing the program
• Create and maintain strong relationships and collaboration with other departments to support a frictionless client journey
• Support company initiatives including mid-year and annual reviews and feedback processes, performance management, and engagement surveys
• Ensure FDR policies are followed
• Act as a first point of escalation for creditor issues
• Conduct interviews with potential new hire candidates

What you'll bring:

• Currently in a SME, Coach or Supervisor role at Freedom Financial Network for at least 3 years
• Settlement Operations knowledge
• Previous experience in a call center or financial services environment
• Excellent verbal and written communication
• Proven ability to engage and inspire a team
• Experience using Excel, Word, and Salesforce
• Proven track record of meeting goals and deadlines