PH Analyst Test 02

The Collections Supervisor provides leadership and supervisory responsibility for a small team of clerical/support employees. Delegates and supervises straightforward tasks. Effectively recommends personnel actions such as hiring, discipline, performance evaluation, promotion, compensation adjustments and termination. Applies working knowledge of technical and professional principles and concepts and in depth knowledge of team objectives. Ensures the quality and service of self and others. Good understanding of procedures and concepts within own technical/subject area. Good understanding of how the team integrates with others in accomplishing the objectives of the area. Responsible for training team members, monitoring quantity and quality of work and providing feedback to employees on performance. Must be able to exchange information in a concise and logical way as well as be sensitive to audience diversity. Has a direct impact on the business through the quality of the tasks/services provided. Quality and timeliness of service provided will affect the effectiveness of the team. Responsible for training team members, monitoring quantity and quality of work and providing feedback to employees on performance. Responsibilities: * Supervises a small team consisting of up to 15 Collectors and other clerical staff who work on accounts with minor delinquency or are in early stage collections. * Manages required service levels and performance goals of assigned support staff. Uses expert negotiation skills to resolve escalated calls. Trains and coaches Collectors. * Manages the integrity and confidentiality of recorded information within computerized collection systems. Guide support staff in achieving resolutions for complex problems that are consistent with established procedures and policies. * May backup manager and escalates problems and develops revisions in procedures as appropriate. * Contributes to all training and development needs for assigned personnel. May evaluates subordinates' performance and make recommendations for pay increases, promotions, terminations, etc. * Applies basic understanding of how own area integrates within own subject area. Makes evaluative judgments to solve problems based on analysis of factual information; resolves problems by identifying and selecting solutions through the application of acquired technical experience and guided by precedents. * Direct impact by ensuring the quality of tasks provided by self and others on team. Exchanges ideas and information in a concise and logical manner with tact and sensitivity to audience diversity. * Fulfilling the clients’ necessities while providing an exceptional client experience is the expected behavior from all our employees and it will be measured by specific metrics. * Appropriately assess risk when business decisions are made, demonstrating particular consideration for the firm's reputation and safeguarding Citigroup, its clients and assets, by driving compliance with applicable laws, rules and regulations, adhering to Policy, applying sound ethical judgment regarding personal behavior, conduct and business practices, and escalating, managing and reporting control issues with transparency, as well as effectively supervise the activity of others and create accountability with those who fail to maintain these standards. Qualifications: * 0-2 years experience in a related role with limited experience in people management. Education: * Bachelors degree \------------------------------------------------------ Job Family Group: Operations - Collections Default \------------------------------------------------------ Job Family: Core Collections \------------------------------------------------------ Time Type: Full time \------------------------------------------------------ Most Relevant Skills Please see the requirements listed above. \------------------------------------------------------ Other Relevant Skills For complementary skills, please see above and/or contact the recruiter. \------------------------------------------------------ Citi is an equal opportunity employer, and qualified candidates will receive consideration without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other characteristic protected by law. If you are a person with a disability and need a reasonable accommodation to use our search tools and/or apply for a career opportunity review Accessibility at Citi. View Citi’s EEO Policy Statement and the Know Your Rights poster.