Call Center Supervisor, Payment Operations (Hybrid)Chicago, IL

Call Center Supervisor, Payment Operations (Hybrid)

We are interested in every qualified candidate who is eligible to work in the United States. However, we are not able to sponsor visas or take over sponsorship at this time.

About the Role :

As a Call Center Supervisor, Payment Operations, your role will involve supervising the daily performance of our Cash Applications team and fostering team engagement. Your responsibilities will include instructing, onboarding, training, and mentoring representatives, with a primary objective of effectively posting payments same-day, refunding payments within our SLAs, and minimizing payment errors and customer escalations. This role reports to the Department Manager.

Responsibilities :

• Drive team performance through regular coaching and development to ensure high standards of execution are maintained
• Partner with operations, quality, business and compliance teams to explore opportunities to streamline and improve processes that result in improved ways for working payments and refunds
• Identify root cause of customer payment / processing errors and recommend solutions to mitigate exposure to future escalations or risk to business
• Prepare and analyze departmental reporting to enhance performance efficiencies and drive productivity improvements on an ongoing basis
• Review quality assurance reports, payment posting questions, and refund processing execution and error reports and provide coaching to representatives to ensure they are adhering to processes as defined

Requirements :

Compensation :

This position includes various levels within our career ladder. The actual annual salary will be determined based on qualifications, skills, experience, and level assessed during the hiring process and may fall outside of the ranges shown.

Budgeted annual salary ranges :

Additional compensation for this role may include a bonus. All full-time employees are eligible to participate in Company benefits, described in more detail here.

Benefits & Perks :

About Enova :

Enova International is a leading financial technology company that provides online financial services through our AI and machine learning-powered Colossus platform. We serve non-prime consumers and businesses alike, while offering world-class technology and services to traditional banksin order to create accessible credit for millions.

Being a values-driven organization is at the core of Enova's success. We live our values by listening to our customers, challenging assumptions, thinking big, setting high expectations, and hiring and developing the best. Through our values and our commitment to making Enova an awesome place to work, we maintain an environment of inclusion and culture where our employees can thrive. You can learn more about Enova's values and culture here.

It is our policy to provide equal employment opportunity for all persons and not discriminate in employment decisions by placing the most qualified person in each job, without regard to any other classification protected by federal, state, or local law. California Applicants : Click here to review our California Privacy Policy for Job Applicants.