Verification Manager

As a verification manager, you will be facilitating and managing the document collection and review team. You be will responsible for providing guidance, instruction, direction, and leadership to a group of individuals for the purpose of achieving key performance indicators. Ensuring to effectively deliver quality over quantity.

**KEY ACCOUNTABILITIES. RESPONSIBILITIES OF ROLE**
- Overseeing staff members and ensuring the accurate and timely contact of clients
- Implementing policies and procedures to ensure the department runs smoothly
- Monitor collection volumes and eliminate any shortfalls
- Prepare daily, weekly and monthly reports explaining the status of the team, issues and performance
- Escalate any technical issues promptly
- Conduct daily pre-shift meetings with the day and nightshift teams
- Check the scatter of yesterday's leads at night shift according to the time zones that correspond to the assigned leads.
- Responsible for checking the number of documents collected in correlation to leads created the previous night. The goals should match the created amounts or more in order to provide the company with desired results.
- Monitoring absenteeism, transportation and workflow
- Monitor the effectiveness of the shift and conduct an overall review of all agents within the shift
- Track incoming tickets from the documents collected and ensure it is kept to a minimum of 5%
- Ensure all agents are verifying the proper qualifying questions and eligibility factors match those of our needs. If not, the agent must mark the lead as a risk case
- NOC codes must be trained at a level with according to the Canadian Government standings so that the HTML agents are fully aware and know best to perform their duties.
- Train/mentor agents based on QA feedback.
- Conduct real time coaching when required.
- Monitor agents on both Quantity and Quality standards
- Escalate and report all issues to senior managers consistently.
- Ensure all relevant reports are kept updated and escalate any discrepancies on reports
- Communicate with the review department daily to understand if there are any amendments and ensure amendments are sent and fixed timeously
- Monitoring and improving the representatives on the basis of working and mentoring with them, on a weekly level.
- Schedule an appointment on a weekly basis with every agent and get feedback about the environment inside the team. Build an orderly training plan for each representative according to the problems and difficulties that characterize the representative
- Inform agents about targets, KPI’s or any changes in shifts on a monthly basis
- Handle performance improvement process
- Ensure all HTML’s have been sent to the RCIC
- Check all open tickets, ensure the review team has closed all tickets
- Ensure the clients results have been uploaded and Retainer agreements have been generated timeously
- Attend to amendments and communicate promptly
- Oversee hourly updates of HTML’s sent and assessments sent.
- Ensure updates are sent in the morning, informing stakeholders of how many assessments were received from MDC
- Update stakeholders on the number of assignable leads
- Update sales departments on new information from legal representatives

**KNOWLEDGE, SKILLS, EXPERIENCE REQUIRED**
- Communication, Positive reinforcement Excellent oral and written communication skills
- Superior interpersonal skills
- Attention to detail
- Ability to take initiative and work independently.
- Exceptional organizational skills
- 2+ years of experience in customer service
- 2+ years of experience in verification
- 2+ years of experience in the collections/financial industry advantageous
- Strong knowledge of industry standards
- Confident and charismatic approach to people
- Extremely motivated and self-driven personality
- Ability to work in a competitive and stressful environment.
- Computer literacy
- Competence in using Microsoft Office
- Strong analytical skills with a keen eye for detail

**EDUCATION**
- High school, Degree in Business Management advantageous