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Aspire Servicing Center, the loan servicing area for Aspire Resources Inc., is looking for a supervisor for the inbound and outbound customer service and default prevention functions of the call center and for all associated staff and processes.
Aspire Resources Inc. is wholly owned by Iowa Student Loan Liquidity Corporation. We are all about success — students looking for funding, borrowers needing assistance repaying loans and consumers navigating the student loan landscape. That success starts with you.
As an employee:
- You will receive in-house training, mentoring and opportunities for advancement.
- You will be empowered to share your ideas and creativity.
- You will earn a competitive wage with excellent workplace benefits.
- You will enjoy a casual workplace with opportunities for fun and team-building.
Job Responsibilities
The qualified candidate will:
- At the direction of the call center director, supervise the inbound and outbound customer service and default prevention team with the assistance of department coordinators, trainers and quality assurance specialists.
- Review and address performance through mentorship and coaching. Provide regular feedback including annual performance reviews.
- Supervise the inbound and outbound customer service team that provides customer support related to loan servicing and loan servicing systems, such as a mobile app and online web portal.
- Supervise the default prevention program and team.
- Assist with efforts to collect past-due payments to limit default.
- Ensure minimum FFLP due diligence is exceeded to retain the loan guarantee.
- Provide payment assistance to bring the account current.
- Oversee creating and gathering data for audits and reviews; ensure deadlines are met.
- Maintain and report on appropriate staffing levels and schedules, balancing key performance indicators for loan servicing with operational efficiency.
- Monitor and maintain compliance with regulations (including FDCPA and Regulation F) and department and corporate policies and procedures through reporting, quality assurance and interactions with internal and external auditors.
- Establish and document a training program focused on change management as well as issue mitigation.
- Collaborate and provide feedback on new proposed processes and process changes being addressed through change management as a key stakeholder.
- Provide input on departmental budgets including staffing, annual renewals and new contracts.
- Provide input on departmental budgets including staffing, annual renewals, new budgets and more.
- Provide input on systems and process changes related to inbound and outbound dialing, quality assurance and other systems used by staff in the course of their daily duties.
- Interface with vendors and provide feedback on contracts including new vendor contract requests and yearly subcontractor reviews.
- Lead strategies and help implement initiatives to improve departmental efficiency.
- Supervise semi-technical staff including a dialer administrator and operational analyst.
- Provide prioritization and direction to meet department needs and timing.
- Coordinate and supervise testing on new projects, initiatives and applications.
- Perform other duties and tasks as assigned.
Competencies
The qualified candidate should:
- Have a strong analytical mind to quickly evaluate information from multiple sources, reconcile conflicting information and translate high-level information into detail.
- Be able to think creatively to effectively and efficiently identify requirements to solve complex problems.
- Be self-motivated, able to work independently and able to meet deadlines and have a strong work ethic.
- Be dependable, detail-oriented and professional.
- Be able to prioritize and multitask.
- Have strong communication and project leadership skills.
Qualifications
The qualified candidate will have:
- A bachelor's degree or equivalent years of education and work experience.
- Proficiency in MS Excel, PowerPoint, Word and other standard business systems.
- Experience in all aspects of contact center environment including direct and indirect supervision of staff and activities in a call center environment.
- Experience setting goals and reporting on key performance indicators.
Physical Activities/Working Conditions
The position requires the employee to:
- Sit full-time.
- Use office equipment including personal computer, keyboard and mouse.
- Interact frequently with others in person, over the phone, through video conferencing, and via email and other devices.
- Work a hybrid schedule with two to three days per week in the company office in West Des Moines, Iowa.
- Occasionally work variable hours.
To apply for this position, please complete the employment application (PDF) and send it with a cover letter and resume to recruitment@aspireresourcesinc.com
Aspire Resources Inc. is an equal opportunity employer. As a certified contractor with the State of Minnesota, Aspire Resources Inc. complies with Minnesota Human Rights Act §363A, and will not discriminate against any employee or applicant for employment because of race, color, creed, religion, national origin, sex, sexual orientation, gender identity, disability, age, marital status, familial status, membership or activity in a local human rights commission, status regarding public assistance, or any other characteristic protected by law.
