If you are wondering why you should work for us, here is something to help you decide:

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  Pay and Bonuses: Earn a competitive salary. All employees are eligible for uncapped commission or annual bonus incentives.

• Career Progression: Grow at MCM with paid training and development programs – including our very own MCM Academy – as well as a promote-from-within philosophy.

• Reward and Recognition: We are committed to honoring great results – ranging from informal accolades to formal company-wide awards and prizes like all-inclusive vacations.

• Tuition Assistance: Pursue a degree or coursework related to your current role, or the role you are striving for.

• Healthcare Insurance: Take advantage of comprehensive healthcare plans and options to ensure your continued health, plus fitness membership reimbursements, weight watchers, our wellness rewards Program and more.

• Volunteering Opportunities: Enjoy up to eight hours of paid time off each year to volunteer. We also offer volunteer grants and matching financial donations, up to US$ 2,500 per employee annually.

• Retirement Savings: Build a strong financial foundation and reach your goals for the future. With all the effort you invest in us, we’re proud to invest in you.

• New Family Support: Celebrate your new arrival with company paid leave, new parent flex time, and child back-up care options.

• Team-building: Enjoy experiences that inspire bonds with your colleagues through a wide range of company-sponsored team-building events, such as holiday celebrations and department outings.

• Work-Life Balance: Enjoy paid and floating holidays, as well as generous paid-time-off.

Our compensation and benefits programs were created with an 'Employee-First Approach' focused on supporting, developing, and recognizing YOU. We offer a wide array of wellness and mental health initiatives, support volunteerism, and environmental efforts, encourage employee education through leadership training, skill-building, and tuition reimbursements, and always strive to provide promotion opportunities from within.

The Call Trend Monitor I is responsible for monitoring and reviewing calls, using established methodology, for the purpose of identifying areas of opportunity and ensuring proper application of call handling procedures.

RESPONSIBILITIES

Listen to assigned pool of Account Manager phone calls and grade the call using established scoring parameters and tools. Identify areas of opportunity, application of proper call handling procedures, usage of the call model and provide leadership and training departments with potential solutions to Account Manager knowledge gaps for the purpose of determining additional training needs which can include upskilling, material, process enhancement, etc. 75%

Export and summarize the grading from SharePoint and the call from Encore Call Listening to provide daily communication of call scoring and findings to the applicable Group Manager, Division Manager, and Operations Training resources. 10%

Listen to assigned pool of Account Manager phone calls and grade the call using newly established scoring parameters and tools. Identify adoption and efficacy areas of opportunity, application of new call handling procedures, usage of new material and provide leadership, training departments and stake holders with potential solutions to Account Manager knowledge gaps for the purpose of determining additional training needs which can include upskilling, material, process enhancement, etc. 10%

Perform other duties, as assigned. 5%

MINIMUM REQUIREMENTS

EDUCATION: High School Diploma FIELD OF STUDY: Major; Concentration

EXPERIENCE: 1+ Year of experience in an account manager role or similar field.

KNOWLEDGE, SKILLS, ABILITIES, AND OTHER ATTRIBUTES:

• Knowledge of FDCPA, Call Model, and Call Center procedures.
• Proficiency with Outlook and Excel.
• Excellent written communication skills.

About Us

We are more than a specialty finance company providing debt recovery solutions for consumers. We are a global team of over 4,000 employees whose daily mission is to empower consumers to begin their path towards financial recovery and build a better life for themselves and their families. We know that the only way to support this mission is by hiring exceptional people who bring a diversity of ideas, a collaborative spirit, and a passion for attaining breakthrough results. If you are results-driven, have a passion for helping others, and thrive in an innovative environment, this might be the right place for you!

Encore Capital Group and all of its subsidiaries are proud to be an equal opportunity employer and value diversity at our company. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, or disability status. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application and/or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation at Talent@mcmcg.com.