Job Summary

Equipment Finance Call Center Supervisor

  • Location:
    San Francisco, California
  • Job reference:
  • Category:
    Help Desk/Technical Support
  • Contract Type:
    Contract/Temp to Hire

Modis is seeking a Call Center Supervisor for a full-time contract-to-hire position with a regional bank in downtown San Francisco. Company is a regional financial services institution with more than 600 branches in the West and Midwest, specializing in checking, savings, CDs, IRAs, credit cards, and loans. Position will be in the Equipment Finance division working with commercial accounts leasing heavy machinery and processing equipment. Position is a call center environment and duties include supervising a team of employees, handling escalations, negotiating payoffs, etc.  
Title: Equipment Finance Customer Service Supervisor   
Hours: Monday – Friday 8:00 AM – 5:00 PM, 40 hours per week
Location: Downtown Financial District, San Francisco CA 94111
Pay: $30.06 USD per hour ($65,000 per year salary)
Length: 6 month contract-to-permanent
- Coordinates and manages the diverse operating activities of the EFD Customer Service Department
- Strives to ensure professional, friendly, and efficient service to our customers within six or more distinct portfolios
- Responds to internal questions and requests from internal bank departments
- Maintains and creates unique products and procedures for growing portfolios
- Performs buyout calculations on multiple portfolios which have their own unique requirements
- Identifies if and why a loss is occurring and how to resolve the loss if possible
- Manages End of Term activities on multiple portfolios, approving all disposals before submission to accounting,
terminating UCC’s when required, issuance of Bill of Sales, or release of Titles
- Manages insurance tracking on multiple portfolios with differing requirements, including follow-up on expired and or
cancelled certificates, processing of claims, which includes interfacing with insurance companies and their agents
- Manages UCC tracking for multiple portfolios.
- Tracking includes continuations, terminations, and amendments.
- Manages Title paperwork, when to release and how to release.
- Responds to questions involving property taxes and sales tax on multiple portfolios.
- Manages or conducts on-the-job training and cross-training for employees to maximize effectiveness and efficiencies in
performance of job duties and for compliance with the bank’s policy.
- Assures that the staff is provided with adequate product knowledge of all Bank services and procedures. This allows the staff to address most customer questions.
- Monitors daily work assignments and adjusts staffing as needed to meet deadlines.
- Implements operating procedures and ensures that procedures are updated and followed in accordance with bank policy, portfolio requirements, and internal requirements.
- Reviews and approves non-monetary, monetary contract changes, misapplied payments, dispositions, and refunds.
- Ensures that the staff provides courteous responses to customers, helping to answer their questions or concerns quickly and accurately.
- Resolves personnel problems regarding work performance or interpersonal relations at work.
- Enforces dual and single custody procedures to avoid loss exposure.
- Performs other duties as assigned
- Understands basic management approaches such as work scheduling, prioritizing, coaching and process execution.
- Typically requires broad job knowledge of technical or operational practices within assigned discipline.
- Requires 5-7 years minimum prior relevant experience.
- High School Diploma or GED Required, Bachelor’s degree is ideal
- Good knowledge of policies, procedures and processes of customer service operations.
- Working knowledge of lease documents, familiarity with UCC filings, understanding of assignments, and other general
business law topics.
- Ability to effectively communicate with people at all levels.
- Ability to address any difficult customer in a professional manner, help resolve most issues, and address any complaints.
- Ability to share all knowledge and or experience when new programs are introduced into the bank.
- Excellent customer service skills.
- Computer skills in Word and Excel.
- Excellent verbal and written communications skills.
- Commitment to excellence and high standards.
- Strong planning and organizational skills.
- Bank product and service knowledge.
- Compose letters/memorandum.
- Coordinates meetings.
- Bilingual skills a plus, but not required.
Hiring is looking to move fast, apply today!
TAGS: call center, CSR, call center representative, customer service representative, financial call center, loan processing, equipment finance, industrial call center, call center manager, call center supervisor, payoff negotiation, lease processing, leasing, manager job, managerial, supervisor, management

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