Member Services Supervisor

Job Description

As a Supervisor, Member Services, you’ll impact the lives of everyday people and help them go from surviving to thriving with innovative digital personal finance solutions. You will lead a group of Member Service Advocates within Debt Relief at Achieve (formerly Freedom Debt Relief), committed to providing our members the best experience as they navigate their resolution program with Achieve.

This Supervisor will work closely with a strong leadership team composed of Managers, other Supervisors, our Director and our VP of Customer Service.

We are currently hiring for 2 Supervisors, one for Primary Member Service and one for Welcome Call. During the interview process, we will discuss the details of each role to determine which opening is the best fit.

• Supervise a team of 15-18 Member Service Advocates within Achieve Resolutions
• One on one coaching to identify strengths and areas of opportunity for support & development
• Handling escalated issues involving both internal and external clients
• Identifying opportunities to improve procedures and effectively communicating changes
• Problem-solving for internal as well as external issues
• Special projects directly related to enhancing the performance of the team

• At least 6 months' experience in a leadership role
• Previous (recent) experience within Achieve Member Services preferred
• Passion for coaching/mentoring others
• 3 years in a call center environment with some understanding of call center metrics
• Meeting or exceeding expectations in your current role
• Schedule flexibility within call center hours
• Proficient with MS Word and Excel
• Excellent written and verbal communication skills

• Oracle job title:
  Member Services Supervisor
• Hiring Manager:
  Carlos Gomez Soto or Axel Fabian Mojica
• Pay grade:
  Salary + Monthly Bonus (Details to be discussed during interview/offer process)
• Shift:
• Primary: Monday-Friday - 9:30am-6:00pm AZ MT)
• Welcome Call:
  Sunday-Thursday - 9:30am-6:00pm