Collections Team Lead

JOB SUMMARY: Responsible for collecting on designated accounts, maintain good customer relations with borrower and effectively solve problems. Assists Collections Specialist with designated accounts and resolving account delinquencies.

ESSENTIAL JOB FUNCTIONS:

• Establish telephone and email contact with customers to determine reason for delinquency and understand of what they can do to bring the account current.
  • Develop customer relations to establish an understanding of what has changed with their situation. This would include follow-up contact, promise to pay dates are met, and all written notices require under the Fair Debt Collection Practices are followed.
• Prevent impending loss and increase profitability through negotiation and enforcement of scheduled collection campaigns.
• Review, process and verify accounts and account balances.
• Support the frontline Collections team.
  • Assist and outbound/inbound calls to assist employees/ customers.
  • Identify, analyze, resolve, and escalate concerns (employee, system, and customer), as needed, and provide guidance to collectors for resolution.
  • Act as the primary escalation point and resolves and addresses issues within established guidelines.
  • Diffuse and take over escalated calls while demonstrating the ability to find amicable resolutions with the customer.
• Make decision with regards to the loans best course of action to include but not limited to payment plans, workout agreements and recovery plans in accordance to our company policy and procedures.
• Perform investigative activities to evaluate and determine the whereabouts of customers through database searches and system records (skip tracing).
• Conduct all collection efforts in accordance with company policy and procedures.
• Represent the company in a professional and enthusiastic manner by providing an exceptional level of customer service, supporting the mission statement, and adhering to our core values in all functions of the job responsibilities and interaction our customers.
• Maintain up-to-date and accurate information in the company designated systems, including but not limited to customer contact information.
• Maintain the defined minimum monthly Quality Assurance score.

OTHER JOB FUNCTIONS:

• Must be able to work overtime, as needed.
• Must be able to work a Flexible schedule.
• Must be able to work weekends.

MINIMUM QUALIFICATIONS: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the minimum knowledge, skill, and/or ability required.

• High School Diploma or Equivalent
• Two (2) years of collections experience
• Proficient in e-mail management, MS Office Suite (Word, Excel)
• Basic knowledge of FDCPA, UDAAP, TCPA, FCRA and CFPB
• Excellent verbal and written communication skills
• Understand and apply sound business math skills

COMPETENCIES:

• Customer Service: Exceptional attitude and a passion for providing outstanding service to external customers.
• Communications: Exhibits good listening and comprehension. Expresses ideas and thoughts in written form. Expresses ideas and thoughts verbally. Keeps others adequately informed. Selects and uses appropriate communication methods.
• Problem Solving and Analysis: ability to solve issues efficiently and quickly.
• Active Listening: Practices attentive and active listening; has the patience to hear people out; can accurately restate the opinions of others even when he or she disagrees.
• Negotiation: Explores positions and alternatives to reach outcomes that gain acceptance of all parties.
• Teamwork: Contributes to building a positive team spirit. Exhibits objectivity and openness to others' views.
• Attendance and Punctuality: Meets attendance and punctuality guidelines.

SUPERVISORY RESPONSIBILITY
None

PHYSICAL DEMANDS
While performing the duties of this job, the employee is regularly required to stand, walk, reach and sit for a minimum of 8 hours with or without reasonable accommodation. The employee is required to use hands to finger, handle, or feel objects and/or tools. The employee is required to talk or hear with or without reasonable accommodation and must sometimes lift and move up to 10 pounds.

WORK ENVIRONMENT
While performing the logistics duties of this job, the employee is frequently exposed to moderate noises such as computers, printers, and other light traffic noise in an office setting.

This role is in-office. Remote work may be performed from a pre-approved location, as arranged, and scheduled by team management and approved by department leadership.

OTHER DUTIES
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change or be supplemented at any time with or without notice

Skills

• Customer Service
• Excel
• Leadership
• Microsoft Office