Operations Coach, Non-Affiliate Collections

Join our team - and take the next step in achieving a fulfilling career!

What We Do

At CardWorks, we aim to help people connect with possibility and opportunity using our financial servicing expertise. Building meaningful, long-term relationships with consumers, our employees, and our clients is what matters most.

Who We Are

CardWorks Servicing, LLC provides end-to end operational servicing functions for credit cards, secured cards, and installment loans.  We service consumer and small business loans across the credit spectrum and offers backup servicing and due diligence services to capital providers and trustees.

Merrick Bank is an FDIC-insured Utah Industrial Loan Bank.  Merrick operates three main business lines:  credit cards, recreational lending, and merchant services.

Carson Smithfield, LLC provides a variety of post-charge-off debt recovery services, including digital self-service, IVR, live agent, and external agency management.

·        Serves as a primary support resource by answering Specialist questions related to policies, procedures, systems, and customer interactions.

·        Provides real-time coaching, developmental feedback, and skill building using people-centered leadership practices that encourage growth, confidence, and empowerment.

·        Monitors Specialist phone calls for quality, compliance, professionalism, accuracy, and adherence to regulatory and company standards.

·        Handles supervisor-level escalations with empathy, sound judgment, and effective problem-resolution skills.

·        Delivers timely and balanced performance feedback, both reinforcing and constructive, based on quality results, productivity metrics, attendance, and behavioral observations.

·        Analyzes key performance indicators such as average handle time, hold time, monitoring scores, and efficiency; collaborates with Specialists to create actionable development plans.

·        Supports onboarding, training, and continuous development of new and tenured Specialists, ensuring clarity of expectations and a successful transition into the team.

·        Assists with managing and resolving workflow queues, system tasks, and operational processes to support department productivity.

·        Partners with leadership to identify performance trends, skills gaps, and training opportunities; contributes to process improvements and solutions.

·        Provides mentoring, guidance, and ongoing support to help Specialists achieve both performance and personal development goals.

·        Performs other duties as assigned.

Education and Experience:

·        High School Diploma or equivalent required.

·        Minimum of three (3) years of experience in banking, credit, customer service, or collections preferred.

·        Prior experience coaching, mentoring, or leading teams strongly desired.

·        Demonstrated experience navigating difficult conversations with empathy and professionalism is highly desirable.

Summary of Qualifications: 

·        Demonstrates strong emotional intelligence in all interactions to foster trust, psychological safety, and a positive team culture.

·        Role models organizational values through professional communication, accountability, integrity, and consistent adherence to company policies and procedures.

·        Strong people-centered leadership abilities with demonstrated emotional intelligence (EQ) to effectively engage, support, and develop Specialists.

·        Proven ability to coach, mentor, motivate, and influence individuals to achieve performance goals and behavioral expectations.

·        Excellent interpersonal skills with the ability to build rapport, foster trust, and support individuals from diverse backgrounds.

·        Highly skilled in negotiation and conflict resolution, with the ability to influence outcomes, gain alignment, and navigate challenging customer or Specialist situations.

·        Strong analytical and decision-making capabilities essential for evaluating complex customer scenarios and performance trends.

·        Exceptional verbal and written communication skills, including active listening and the ability to compose clear, detailed correspondence.

·        Ability to multitask effectively while maintaining accuracy and professionalism in a fast-paced, rapidly changing environment.

·        Demonstrated ability to work under pressure with flexibility, resilience, and sound judgment.

·        Proficiency in keyboarding and strong familiarity with Windows-based computer applications and related systems.

·        Ability to understand, interpret, and carry out oral and written instructions with attention to detail.

·        Clear speaking voice with the ability to communicate information in a concise, confident, and effective manner.

·        Demonstrated professionalism, integrity, accountability, and ability to maintain confidentiality at all times.

Work Environment/Physical Demands:

·        Work is primarily performed in an office environment, requiring sustained periods of sitting and extensive use of computer equipment.

·        The role may involve moderate levels of stress associated with deadlines, performance coaching, escalated situations, and operational demands.

·        Travel is generally not required for this position.

·        This position reports directly to a business unit manager.

Our Employee Value Proposition

• Competitive Pay, including a Bonus Target or Variable Pay Incentive Program 
• Benefits Package -Medical, Dental, and Vision (plus much more) 
• 401(k) Plan with Company Match 
• Short- & Long-Term Disability 
• Wellness Programs 
• Group Life and AD&D Insurance 
• Paid Vacation, Sick Days and bank Holidays 
• Employee Engagement Activities including Employee Appreciation Day, DEI Employee Resource Groups, Corporate Social Responsibility, Service Recognition

We offer a total rewards package comprised of a competitive base rate of pay, variable pay incentive programs based on the role, and a comprehensive benefit suite.  Offered rates of pay are determined based on job-related knowledge, relevant experience, skills, certifications, and geographic location.

We are an equal opportunity employer, and we evaluate qualified applicants without regard to race, color, religion, sex, national origin, disability, veteran status or any other legally protected characteristic.  We will conduct a thorough background check for all hires in compliance with applicable laws.