Elavon provides businesses with one of the most secure, cost effective and comprehensive card payment processing services available on the market today. We are wholly owned by US Bancorp, the fifth largest financial holding in the United States of America. Elavon is a top 5 Acquirer in the European market place, with a significant presence in Ireland, the UK, Germany, Norway, Poland, Spain, Mexico, Brazil and USA. At Elavon we encourage employees to grow professionally and be challenged by a leader in the payments industry. We are looking for team members to help drive our growth. Above all, we look for people who are dedicated to providing value and superior service to our customers, to our shareholders and to our communities. Come join us.
For more details about us please see our web site: www.elavon.com
Our Collections Group is a critical component of our risk management and customer servicing ecosystem. Our daily efforts support Elavon’s bottom line through the minimization of losses, while our customer contact and professional handling of challenging situations helps preserve relationships and drive best outcomes for all.
The Team continuously assesses, evolves and adapts its communication and recovery strategies in line with customer, market and channel dynamics so as to optimize outcomes and recovery performance.
The Team takes responsibility for ensuring all personnel understand, follow and evolve operating procedures that are influenced by the various regulatory requirements of the markets within which we operate. These responsibilities extend to ensuring those vendors acting on our behalf operate to the same high standards, and to providing SME support of oversight activities in respect of audits by internal 1st, 2nd and 3rd lines as well as those conducted by 3rd parties such as Regulators
- Lead, coach and motivate a medium sized (<20 FTE) team of Agents, Senior Agents and Supervisors.
- Guide personal development in line with targeted behaviours and desired skills. Be cognisant of team structure / stability / succession planning / resource replenishment and take overall accountability for the value attributed to our organisation
- Drive analysis of performance numbers, evolving departmental MI to extend data insights and set targets and performing gap analysis to identify necessary actions that ultimately limit losses for Elavon
- Drive analysis on projects / investigations and use this to inform key strategic decisions that improve the support experience for customers and agents alike
- Oversee the monitoring and management of identified customer accounts in order to maximize credit quality and minimize risk of loss, making decisions or recommendations (as appropriate) regarding the continuation of existing services or the debt repayment strategy
- Oversee and own all departmental risk controls, their associated work streams & outputs, their timely review and their evolution in order to optimise both individual and team effectiveness
- Accountable for all in-bound and out-bound customer communication, ensuring targeted SLA’s are achieved across all channels (including Team Mail Box responses) and that the quality off these communications professionally and respectfully represents our organisation
- Managing ad hoc tasks and projects as requested by departmental head, to agreed quality and SLA or representing Collections in project task forces, organization-wide user groups, training needs or wider system developments as requested / volunteered
- Acts as a principal liaison and escalation point with other departments, regions, vendors, agencies, etc. as needed, to jointly resolve problems and customer service issues or to engage their services.
- Actively pursues staff satisfaction and engagement. Encourages and supports staff participation in implementing initiatives stimulated by the employees’ survey or related activities
- Encourages and stimulates collaboration with Credit Operations, Credit, Fraud and other business units to minimise risk and potential loss, ensuring all are clear on roles and actions to avoid inertia or wasted effort
- Builds strong and positive cross functional and cross business line relationships within both Elavon and USB
- Provides reporting to keep senior managers (and broader stakeholders where appropriate) informed of operational activities, initiatives and portfolio insight in the context of assigned objectives
- Demonstrable supervisory and personnel / team management experience.
- Minimum of 3 years’ experience in a Management role
- Fluent English (other languages will be considered as an asset)
- Professional experience in SSC/BPO would be an advantage
- Ability to analyse complex financial information and interpret key financial benchmarks
- Proficiency in Microsoft Office especially Excel (formulas and data analysis)
- Continuous improvement mind-set needed to drive transformation and productivity
- Team building and excellent inter-personal skills (communication, build & maintain relationship)
- Organizational skills – continuous service delivery, time management
- Demonstrated facilitation, influencing and negotiation skills
- Critical thinking and problem solving; initiative and persistence to pursue problems to resolution
- Strong analytical skills and attention to detail
- Full time position, employment agreement
- Excellent package including complex medical care, group insurance, Multisport card, language classes
- Highly professional, multicultural environment and high standards of work
- Professional trainings, opportunity to develop career path in organizational structures, support in career planning
- Work in a dynamic team with a supportive inclusive culture and strong values
- Interaction with Clients and Colleagues across the globe
- Good atmosphere at work and comfortable working environment
- Opportunity to participate in social and community projects
