Collections Team Lead

Job Summary

Our Collections Team Lead plays a key role in managing operational tasks and monitoring transactions related to delinquent secured and unsecured consumer loan products. Under the direction of the Collections management team, the Collections Team Lead supports the operations of daily functions and acts as the first level resource to the Collections team. The Lead is responsible for the training and development of both new hires and current Collectors, identifying trends or gaps in training and working with management to come up with solutions. In addition, the Lead will ensure monthly Quality Assurance checks are completed for each member of the Collections team. They will have a proven track record of demonstrating a service philosophy of owning issues through completion and exceeding service level expectations in every interaction, to arrive at the best solutions for the membership while mitigating risk.

Responsibilities and Essential Functions:

• Provides professional, high-quality service to OnPoint staff and members, leading by example for the rest of the team.
• Assists with responsibilities of the Collectors as the first level resource for questions.
• Acts as the SME for Collections related processes and procedures
• Promotes a positive team work environment
• Helps resolve escalated situations and researches complex issues in a proficient, timely manner to include communication directly with the member.
• Review and work with Compliance to resolve member complaints.
• Works with Assistant Manager to organize and lead team meetings.
• Performs call monitoring to review for quality assurance.
• Performs quality assurance reviews to ensure procedures are being followed.
• Train and onboard new hires and assist in the development and/or retraining of current Collectors
• Work closely with other business units to adjust outages and ensure payments and corrections are posted accurately and efficiently.
• Test systems and serve as point person for technology upgrades
• Review productivity and queues to update daily and monthly team results.
• Develops and provides procedural training and materials to the team, ensuring that team members are informed of procedure changes in both the department and Credit Union as a whole.

• Analyze data to identify trends and areas for improvement, working with management to address training gaps or recommend process improvements.
• Performs additional duties as required

Knowledge, Skills and Abilities

• Thorough knowledge of Collections responsibilities and processes.
• Ability to critical think using sound judgment, Collection skills and internal resources to find member solutions.
• Provides professional, high-quality service to members.

• Strong verbal and written communication skills.
• Knowledge of laws and regulations within the collection field.
• Thorough Knowledge and experience in repossessions and liquidations.
• Contribute to a sense of teamwork and purpose within the department.
• Initiate operational efficiencies.
• Compliance with all security and confidentiality policies and procedures.
• Manages time and resources to ensure all work is completed accurately and on schedule.
• Effective verbal and written communication skills and ability to document procedures.
• Independently identify, analyze, and resolve member issues.
• Understanding of credit union operations, procedures, and applicable regulations.

• Highly organized and able to multi-task effectively

Minimum Qualifications

• High School Diploma or equivalent required.
• Minimum of 3 years of experience working in collections
• Knowledge of FDCPA guidelines required.
• Strong verbal and written communication skills.
• One year experience in a leadership or team lead role preferred

Job Details

Job Family

Collections

Job Function

Collections

Pay Type

Hourly