Loan Processing Contact Center Supervisor (Hybrid)

Enova International; Chicago (IL); Hybrid; USD 51,000 - 57,000; Full time

Benefits offered by this job

Health insurance

Dental insurance

Vision insurance

401(k) matching

Job summary

Enova International is hiring a Contact Center Supervisor - Loan Processing in Chicago, IL, offering a hybrid work model with in-office Tuesdays through Thursdays and remote on Mondays and Fridays. The role focuses on leading a team of loan processing representatives, coaching for quality customer experiences, and driving efficiency in a fast-paced environment.

The position requires at least 3 years of leadership experience in financial services, strong communication, and the ability to coach

Qualifications

• 3 years of leadership experience in a related capacity.
• Experience within the financial industry and/or loan operations.
• Excellent written and verbal communication skills.
• Ability to coach, train, and motivate employees and evaluate their performance.
• Capable of remaining calm under pressure and navigating tense situations, especially during busy hours.

Responsibilities

• Manage metrics, performance criteria, policies and procedures to continuously improve representatives' productivity.
• Review quality assurance reports, customer survey responses and error reports and provide coaching to representatives to ensure they are creating the expected customer experience.
• Conduct one-on-one meetings, weekly meetings, coaching sessions, and performance reviews in a timely manner.
• Identify trends and recommend appropriate solutions to improve performance and drive engagement.
• Assist with new hire interviews, hiring decisions and manage the onboarding process for all new hires within your function.

Skills

Leadership

Financial industry experience

Communication

Coaching / mentoring

Performance management

Job description

Enova International is hiring a Contact Center Supervisor - Loan Processing in Chicago, IL, offering a hybrid work model with in-office Tuesdays through Thursdays and remote on Mondays and Fridays. The role focuses on leading a team of loan processing representatives, coaching for quality customer experiences, and driving efficiency in a fast-paced environment.

The position requires at least 3 years of leadership experience in financial services, strong communication, and the ability to coach