Consumer Center Supervisor
Type of Position:
First Advantage Corporation combines industry expertise with information to create products and services that organizations worldwide use to make smarter business decisions. We are a leading provider of employment background verifications, applicant tracking systems, occupational health services, recruiting solutions, skills and behavioral assessments, employment related tax consulting services, and e-discovery services. We are proven experts in the areas where we work and are passionate about helping our clients succeed.
Together we have the opportunity to drive innovation, cultivate insights and build unique solutions for our clients. We take pride in our workforce and believe in cultivating an atmosphere that supports and values our greatest asset: talent.
The Consumer Center Supervisor is a vital position within the Consumer Advocacy department. The supervisor oversees the duties and performance of 15-18 consumer advocacy reps in a high volume call center (125,000 calls/year). The supervisor ensures that these reps perform in accordance with all compliance regulations while handling 25,000 consumer disputes per year. This position also supervises the activities of 2-3 Full File Disclosure reps who are engaged in fulfilling consumers' requests for information in accordance with FCRA, FACTA and other legally mandated compliance regulations. Additionally, the supervisor handles first and second level consumer escalations. The supervisor is responsible for training, performance evaluations, scheduling and administrative duties such as timesheet review/approval.
Principal Duties and Responsibilities:
Manage and assign daily tasks for assigned staff. Monitor and ensure accuracy of all work. Mentor and provide assistance as needed. Participate in the annual performance review process.
Ensure all work is completed according to established policies, procedures, and standards. Assist staff in adhering to the department work schedules are maintained and projects proceed according to plans/job specifications.
Ensure all processes have been adequately validated and/or verified.
Document staff actions including training. Conduct performance appraisals according to established process. Provide ongoing follow-up and feedback. Identify the need for, provide and/or assure all personnel are properly trained in their assigned tasks.
Oversee, and as needed, support staff in their activities to ensure timeliness and accuracy of related responsibilities in assigned area.
Review, develop and implement process improvements, departmental goals and objectives.
Participate in business related meetings and follow up on discussion items related to area of responsibility.
Resolve day to day issues with the support of the Manager.
As requested, represent the Department on Corporate and/or cross-functional project teams.
Ensure quality and continuous improvement initiatives for assigned area.
Manage customer relationships both internal and external
Prepare monthly, quarterly, semiannual, annual or ad-hoc reports as requested
Complete other related duties as assigned.
HS Diploma/GED and minimum of five (5) years’ experience w/ two (2) years minimum supervisory/staff development or team lead role, or minimum of five (5) years’ experience w/ one (1) year industry specific experience.
Excellent written and verbal communication skills and excellent interpersonal skills.
Excellent organizational and documentation skills with attention to detail and accuracy.
Ability to work independently.
Demonstrated knowledge and proficiency with personal computer software in a business environment. Microsoft Office preferred.
Demonstrated ability to work and to meet deadlines in a fast paced and challenging environment.
Ability to achieve and maintain positive rapport with diverse customers to give them high quality, responsive service.
Ability to adapt to new environments, adjusts to situations or demands, and function effectively in them with a minimum of confusion or loss of productivity.
Ability to adapt to various communication methods including telephone, in-person, email, Webinars, video conferencing, including talking with company members located in foreign countries if needed.
Ability to work in a team environment and minimal supervision.
Excellent judgment and discretion
Energetic, positive thinking and self-motivated
Excellent training skills
Excellent presentation skills
First Advantage offers an empowered work environment that encourages creativity, initiative and professional growth and provides a competitive salary and benefits package. First Advantage is an Equal Employment Opportunity/Affirmative Action Employer and maintains a Drug-Free Workplace. Please apply on our website for consideration.
If you need reasonable accommodation to complete the on-line application, please contact the Human Resources Department at
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