Progressive Leasing is a leading provider of in-store and e-commerce lease-to-own solutions. With more than 20 years in FinTech, we’ve grown from start-up to industry leader by innovating, simplifying, and valuing people. We are a subsidiary of PROG Holdings (NYSE: PRG), a FinTech holding company with three business segments: Progressive Leasing, Purchasing Power (a leading employee purchase program for consumer products and services using payroll deduction), and Four, a Buy Now Pay Later (BNPL) platform. We are currently hiring a Supervisor, Collections to help grow our company and ensure our mission is achieved! This role is a work from home position and can be performed remotely within a 60-mile radius of El Paso, TX.
Employee Value Proposition (EVP) : PROG is dedicated to providing people with opportunity; opportunity for inclusive collaboration, opportunity for innovation, and opportunity for development.
WE ARE:
- A team of operations experts that are crucial to the operational excellence and world-class experience that we provide to our customers.
- Progressive Leasing is known for the high-quality assistance that we provide, and we love to continuously pursue excellence and compassion in all that we do!
YOU ARE:
- An excited professional that knows that working hard and having fun are two peas in the same pod!
- The Supervisor position is crucial to the operational excellence and world class experience we provide to our customers.
- You will have the opportunity to mentor and motivate members of your team to achieve performance goals while modeling the same behaviors.
YOUR DAY-TO-DAY:
- Responsible for agent growth and development
- Train team members on effective customer interaction and collection methods
- Examine team behavior and practices to provide timely constructive feedback and direction
- Motivate team members to achieve desired results
- Manage and accurately document account details and agent performance details
- Work with Progressive Customers and provide exceptional customer experiences
- Handle escalated situations for customers
- Act as the first primary responder to questions from team/department
- Ensure that service levels & saturation consistently hit expectations
- Set monthly goals for the team and communicate the action plan with direct manager
- Manage time properly to complete all administrative responsibilities
YOU’LL BRING:
- Must have experience in collections
- Bilingual Spanish is preferred but not required
- Must be available to work the following shift: 11:30AM-8:00PM
- Excellent communication skills, both written and verbal
- Strong interpersonal skills with the proven ability to interact confidently and professionally with Employees and Customers
- Ability to address situations with a sense of urgency, high energy and enthusiasm
- Proven ability to coach and mentor others
- Ability to drive engagement by helping others understand a vision/purpose
- Proficiency with Microsoft Office Suite (Excel functions and formulas a plus)
- General knowledge of the Fair Debt Collection Practices Act and Telephone Consumer Protection Act
- AI-enabled tools are already part of how work gets done across our organization, and that’s only going to expand over time
- We value people who are curious, adaptable, and open to learning as roles and workflows evolve
- Progressive Leasing welcomes and encourages diversity in the workplace
- We do not discriminate in any aspect of employment on the basis of race, color, religion, national origin, ancestry, gender, sexual orientation, gender identity and/or expression, age, veteran status, disability, or any other characteristic protected by federal, state, or local employment discrimination laws where Progressive Leasing does business.