Employee Experience Coordinator

Position Summary:

As an Employee Experience Coordinator, you will be responsible for interviewing and onboarding frontline employees, assessing their skill levels, ensuring the effective use of training materials, and delivering training programs. This role works in unison with management and human resources to ascertain the needs of the department. Some training is delivered in a virtual format to individuals and other skills are taught in a group or one on one setting depending on the need. Strong interpersonal skills, creativity, technological skills, and attention to detail are important qualities for this role. This role would be responsible for anticipating the learning needs of the department and support training for centers nationally and internationally.

Essential Job Duties and Responsibilities:

• Conduct interviews for front line agents inclusive of managing the hiring process in coordination with talent acquisition team.

• Develops staff through coaching, providing performance feedback, providing effective performance assessments, and establishing performance development plans.

• Manages staff and activities involved with delinquent account collections to include monitoring and verifying work schedules and attendance records; contributing to performance evaluations; providing coaching, counseling, and discipline; and resolving personnel related issues.

• Assist the training department and coordinate and assist new hire training for the Collections department.

• Coach new and existing employees on servicing techniques, state and federal laws, company and departmental policies and procedures.

• Maintains current, comprehensive integrated understanding of department specific expertise (and related departments) policies and procedures.

• Ensure compliance with all relevant federal and state laws, regulations, and company policies governing debt collection practices.

• Coordinates with managers to exchange information and update controls.

• Complies with all company policies and procedures.

• This position involves regular access to specified personal information of consumers, including, but not limited to, Social Security numbers and dates of birth.

• Other duties may be assigned, and responsibilities and activities may change.

Qualifications and Competencies Required: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Experience

• Minimum of 2-year call center training related experience (mortgage/auto preferred).

• Education

• High School Diploma / GED

• Skills required:

• Excellent verbal and written communication skills

• Excellent interpersonal and customer service skills

• Excellent organizational skills and attention to detail

• Excellent time management skills with a proven ability to meet deadlines.

• Strong analytical and problem-solving skills

• Ability to prioritize tasks and to delegate them when appropriate.

• Ability to function well in a high-paced and at times stressful environment.

• Proficient with Microsoft Office Suite or related software

Leadership or supervisory skills required:

• Recruits, interviews, selects, and trains new staff.

• Oversees the daily workflow of the on boarding for the department.

• Overtime required- as needed.

• Must have reliable transportation and live within a commutable distance to one of the following cities: Atlanta, GA; Dallas, TX; Houston, TX; Phoenix, AZ

Qualifications Preferred:

• Experience

• 1 year in interviewing / recruiting experience preferred.

• Education

• College degree preferred.

Physical Requirements:

Sitting for long periods of time, standing, walking, close vision for computer work, speaking, hearing, lift and/or move up to 10 lbs. Reasonable accommodation will be reviewed upon request.

Stellantis Financial Services, Inc (SFS) is an equal opportunity employer and is committed to providing its employees an environment that is free of harassment, discrimination, and intimidation. It is the policy of SFS to comply with all applicable employment laws and regulations and to provide equal opportunity for all qualified persons and to not discriminate against any employee or applicant for employment because of race, color, religion, sex, age, national origin, disability, pregnancy, sexual orientation, veteran status, gender identity or expression, change of sex, and/or transgender status or any protected status. Candidates must possess authorization to work in the United States. This policy applies to recruitment and placement, promotion, training, transfer, retention, rate of pay and all other terms and conditions of employment. Employment and promotion decisions will be based solely on merit, ability, achievement, experience, conduct and other legitimate business reasons.

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