OVERALL RESPONSIBILITIES
Lead a team that provides efficient support to collection agents. Ensures outbound and inbound calls are managed in compliance with all Federal and State legislation and follows company policy. Responsible for tasks supporting the collection managers, skip tracing, printing/producing ad hoc reports, and analyzing data. Provides training to new hires on processes, policies, and systems. Utilizes appropriate processes of investigation, analysis, research, and interpretation to decide the proper course of action in resolving issues. Serves as the primary point for resolving escalated calls and questions from owners for the team. Monitors calls for quality assurance. Provides staff with weekly status updates on their individual performance and provides practical suggestions on how to increase performance in areas needing attention.
WORKING RELATIONSHIPS:
Reports to: Collection Manager
Interfaces with: Financial Services managers and associates, Information Resources Project managers, Legal, Communication and Customer Relations managers, Cork, Singapore, Mexico and Salt Lake City offices, Owners, Other departmental managers and associates within Financial Services and the Mortgage Bank, Quality Assurance Managers, Resales, IT support and international offices.
ESSENTIAL JOB FUNCTIONS:
Responsible for training team associates on governing legislation for all brands.
Partners with department manager to create and establish team goals.
Demonstrates leadership by providing support and encouragement to peers and team members.
Communicates clearly and effectively with peers, team members, and management.
Reviews and performs weekly reports, i.e., Alvaria Reports, etc., to ensure agents are meeting minimum metrics, and team goals, track absences/time off requests, follow up with IT requests.
Maintain a positive working relationship with all departments.
Assist team by making themselves available for inbound calls when waiting in queue.
Review SOPS and update as needed
MARGINAL JOB FUNCTIONS
Perform special projects as assigned by Management.
Document procedures as needed.
Cross Train to understand and perform all functions within the collection team and provide backup as needed.
Cross-train to understand all brands.
JOB QUALIFICATIONS:
Possess the initiative to learn all aspects of the loan collection team.
Must be adaptable and willing to learn and create new processes.
Strong organizational skills.
Must be able to handle multiple projects simultaneously and meet deadlines.
Desire to work in a collaborative environment and foster team growth.
Strong computer skills necessary in Microsoft Office software (Word, Excel, Outlook).
5 or more years of experience in a related field preferred.
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