Collection Recovery Lead

The Collections Lead is responsible for managing multiple operational controls, process improvement activities and risk issues for the Recovery team.  Analyzes and makes recommendations to improve productivity while maintaining established goals. Researches and resolves operational issues. Conducts problem solving sessions and oversees small projects with direction from management. Responsible for engaging and motivating colleagues by providing feedback and reinforcing desired behaviors. 

• Process/Continuous Improvement: Identify and respond to ideas for process improvement from team members and facilitate and undertake capitalized continuous improvement activities.  May include project participation.
• Customer Service: Be a role model to drive a customer service values and effective management of customer concerns and issue resolution.  To set expectations of customer service excellence delivery and ensure all department service level agreements are met and/or exceeded
• Risk Management: Identify and manage risk, minimizing the outcome and escalating where appropriate.  Work with risk, compliance, and legal partners to review proposals and implement changes.
• Stakeholder Management: Develop and maintain effective working relationships.  Partner with other department and / or divisions with common goals
• Managing Change: Proactively identify opportunities for change which will add value to the achievement of business objectives and enhance the customer experience
• Be flexible to react and/or implement change initiatives
• Team Leadership: Develop, plan, and implement activities that will enable a highly motivated and highly performing team to deliver team objectives  
• Business Management & Planning: Implement and deliver the business plans and targets. Plan, allocate and organize team resources to meet the business plan
• Review colleagues calls and evaluate and provide feedback and coaching.

Qualifications - External

• 2+ Year of Customer Service Experience/Collections experience
• Excellent phone communication, listening and negotiation skills
• Able to prioritize and manage daily workload to meet deadlines
• Proven ability working in a team atmosphere; in a fast paced, fun environment 
• Computer proficiency and acumen
• Self-motivated attitude with a desire to succeed
• Process/Continuous Improvement: Identify and respond to ideas for process improvement from team members and facilitate and undertake capitalized continuous improvement activities.  May include project participation
• Customer Service: Be a role model to drive a customer service values and effective management of customer concerns and issue resolution.  To set expectations of customer service excellence delivery and ensure all department service level agreements are met and/or exceeded
• Risk Management: Identify and manage risk, minimizing the outcome and escalating where appropriate.  Work with risk, compliance and legal partners to review proposals and implement changes
• Stakeholder Management: Develop and maintain effective working relationships.  Partner with other department and / or divisions with common goals
• Managing Change: Proactively identify opportunities for change which will add value to the achievement of business objectives and enhance the customer experience
• Be flexible to react and/or implement change initiatives
• Team Leadership: Develop, plan, and implement activities that will enable a highly motivated and highly performing team to deliver team objectives  
• Business Management & Planning: Implement and deliver the business plans and targets. Plan, allocate and organize team resources to meet the business plan

Hours & Work Schedule

• Hours per Week: 40

• Work Schedule:
  Monday to Friday: 8:00 AM – 5:00 PM
  One day per week (once a month): 9:00 AM – 7:00 PM