Address : 322 Rhett Street, Greenville, South Carolina, United States - 29601
Purpose Financial, Inc. is an innovative consumer financial services company that offers a diverse suite of credit products, promoting financial inclusion and meeting consumers wherever they are. Through its brands, the company is committed to helping customers achieve their version of financial stability in the moment and in the future. Since 1997, Purpose Financial has been a pioneer in the consumer credit and financial services market offering money solutions in over 800 storefronts locations and online lending. Providing services in over 23 states, Purpose Financial employs over 2,500 team members.
At Purpose Financial we are always on the lookout for motivated individuals who share in our values of mutual respect to join our team of outstanding professionals.
We offer:
Competitive Wages
Health/Life Benefits
Health Savings Account plus Employer Seed
401(k) Savings Plan with Company Match
3 Weeks of Paid Parental Leave
11 Company Paid Holiday's
Paid Time Off including Volunteer Time
Vacation Carryover
Tuition Reimbursement
Work-Life Balance
Business Casual Environment
Rewards & Recognition Program
Employee Assistance Program
Office in downtown Greenville that offers free parking, onsite gym, free snacks/drinks (for those working onsite or hybrid)
To learn more about Purpose Financial visit
Purpose Financial Website.
Position Summary
This position reports to the Director, Central Sales and is responsible for the daily operation of the Customer Application Support Team, including the development of customer facing employees as well as leadership within the department. The team handles outbound customer transactions related to the Purpose Financial business mainly comprised of loan application assistance. Responsibilities include but are not limited to:
Driving and motivating leadership through coaching, observing trends, utilization of reporting tools and analysis to meet/exceed departmental KPI goals.
Monitor data and call handling trends to improve efficiencies in both staff and systems.
Problem resolution through all channels.
HR Related competencies including disciplinary actions and performance reviews.
Job Responsibility
Support:
The Manager, Central Sales supports the entire portfolio of the Purpose Financial Businesses. As such, the Manager, Central Sales will follow process and procedures to remain compliant while supporting other entities of the company. This encompasses offering ongoing coaching and development to direct staff, fostering cross-functional partnerships with Branch leadership, and regularly collaborating with the Customer Experience team. Areas of focus include but are not limited to:
Hiring and maintaining proper daily, weekly, and monthly staffing and production levels, in partnership with Branch leadership, Workforce Management (WFM), Finance, Recruiting and Training.
Utilizes reporting and other resources to proactively monitor the business and identify obstacles and trends. In partnership with the Customer Experience team, presents and recommends solutions, including dialer strategy to support the team. Implements solutions to support business initiatives.
Works in partnership with the Quality Assurance and Compliance departments to oversee and reduce risks. Acts as 3rd level of escalation to provide direction, and closure of escalated customer and/or personnel issues.
Influence and Manage Verbal Communication:
Drive and strategize daily to meet and department targets.
Mentor and develop the Supervisors and Team Leaders.
Assist Upper Management
Job Responsibilities Cont.
Drive Initiatives :
Motivate and drive staff to meet and exceed Customer Application Support goals and initiatives.
Drive consistencies amongst all teams and employees.
Assist in driving new concepts and change to improve efficiencies and overall production levels.
Meets deadlines to ensure that monthly, quarterly, and annual objectives and expectations are met/exceeded.
Maintain Positive Interactions:
Capability to continuously acclimate and work with a diversity of personalities, individuals, and change.
Strong verbal/written communication, problem solving, time management and organizational skills.
Characteristics of being dependable and trustworthy.
Dynamic attitude to handle tasks as assigned.
Accountability
Understand, adhere to, and enforce all corporate policies including, but not limited to Purpose Financials' Core Values, Code of Ethics, and Information Security Policies.
Education Required
A high school diploma or GED, BS/BA preferred, 5-7 years of Contact Center, Inside Sales, Outbound experience or related work experience preferred.
Experience Required
Minimum of 5 years relevant call center experience or the equivalent combination of education and experience. Minimum of 2 years of previous supervisor experience in a Contact Center. The candidate must be able to work in a fast-paced production environment and present a professional appearance. Experience leading Supervisor level Contact Center, Inside Sales, Outbound in a remote environment preferred.
Knowledge Required
Excellent written and verbal communications skills; adaptability and flexibility to changing environment; and comfortable working in a dynamic, high volume, fast-paced environment. Ability to understand and ensure compliance with policies, procedures, and laws governing our industry/business and products.
Ability to read, write, evaluate, and apply information. Ability to interact professionally and exhibit appropriate social skills. Ability to understand and ensure compliance with policies, procedures, and laws governing our industry/business and products. Ability to develop and maintain business relationships. Demonstrate business communications skills including but not limited to preparing reports, speaking with upper management and small groups, and negotiate. Experience working with an IVR, flexibility to understand company initiatives and goals that may adjust as needed.
Physical Requirements
Ability to work between the hours of 8:00am and 7:00pm EST Mon - Fri and Saturdays 9:00 am - 6:00pm. Sitting for long periods of time; standing occasionally; walking; bending; squatting; kneeling; pushing/pulling; reaching; twisting; frequent lifting of less than 10 lbs., occasional lifting of up to 20 lbs.; heavy typing and data entry; grasping; transferring items between hands and/or to another person or receptacle; use of office equipment to include computers; be physically present at, and complete the physical requirements of the position at any assigned location.
Competencies
Better You, Better Everyone
Get Sh*t Done
Lead with Vision
Show Up to Coach Up
Embody Integrity
Go Bold
Obsess over Customers
Care. Always.
Be Decisive
OKR
Building Effective Teams
Call Center Telephone Etiquette
Customer Focus
Process and Organizational Management
Travel
Occasional
Attire
Business Casual/Professional
Other
Must be eligible to work in the USA and able to pass all pre-employment screens. Ability and willingness to work hours between 8:00am EST and 7:00pm EST Mon - Friday and 9-6pm EST on Saturdays.
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or disability.
Requisition ID: 43825
