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Primary Position Objective
The Collections Team Lead will report to the Collections Manager and provide support to Management with day-to-day functions of the department. The Team Lead facilitates difficult technical tasks and will be available to the Collections team for support and guidance.
As a Team Lead, you will assist your manager with monitoring productivity and effectiveness and ensuring SLAs and regulatory compliance requirements are met. You will work closely with your manager, to review and compile statistical data, ensure adequate coverage and workflow, provide feedback on staff and operations, and assume other team duties such as coordinating work assignments, preparing reports, etc. Have an expertise in handling escalated delinquent accounts and adhere to timelines established based on client needs and department workflow.
Major Duties and Responsibilities:
- Observe and mentor team members, perform side by sides, Call Monitoring for quality assurance, and coach staff to ensure performance, production and accuracy levels are achieved and provide ongoing training and assist with new hire training.
- Assist the team and serve as first point of contact for immediate assistance, and guidance.
- Handle escalated phone calls and provide guidance and feedback on collections issues.
- Perform Collector functions as needed by the department, including assisting with Inbound call volumes, Dialer responsibilities and Queue calls.
- Launch and monitor Dialer campaigns at the Campaign and Agent levels to ensure optimal results.
- Assist Manager in implementing best practices, policies and procedures and consistency.
- Monitor, maintain email correspondence as well as escalated complaints from borrowers/third parties/Vendors/clients from the Collections inbox and ensure 24-hour response time.
- Review Late Charge and CPP fee waivers for approval and forward for processing; Provide payment processing/instructions.
- Ensure compliance with requirements under CFPB, FDCPA RESPA, FCRA, UDAPP, FHA, TILA, GLBA, ECOA.
- Review and approve timecards.
- Deliver exceptional service to borrower, client, and internal and external customers including responding in a timely manner and in adherence with regulations and company expectations.
- Performs other duties as assigned by management.
- Process Check by Phone payments and exception payments; research payment histories and identify corrections if necessary.
- May perform as needed contact with client as it applies to delinquent borrowers and/or portfolio inquiries, high-level client management and review of QWR Log.
- Use technology to improve process efficiency and quality of service; embrace and implement opportunities for automation.
Supervisory Requirements:
- Creates an atmosphere within the organization that attains and maintains a high level of morale and embraces our Vision-Mission-Values and our Goals and Objectives “VMVGO” while maintaining a high level of integrity and leading by example.
- Carries out supervisory responsibilities in accordance with the organization’s policies and applicable laws. Responsibilities include interviewing and training employees; planning, assigning, and directing work; appraising performance; addressing complaints and resolving problems.
- Utilizes available system reporting and develops additional monitoring tools to manage exceptions to standards.
- Manages the department’s staff including appropriate employee evaluations that identify employee strengths and weaknesses; ensures training and coaching to improve staff professional skills; and provide customer service on an internal and external basis.
- Directs and coaches’ staff in a positive and encouraging fashion.
- Proposes and then implements annual department goals and employee goals; routinely measures actual departmental/employee performance to the goals.
- Assesses the developmental needs and career paths of staff and make recommendations for their advancement as appropriate.
Additional Expectations:
- Provide a professional example, accuracy, and consistency in work performance.
- Respect teammates.
- Participates and is an active team member by assisting others.
- Communicates in a courteous manner.
- Have a solution rather than a complaint to resolve issues promptly.
- Keep management informed of pertinent information.
- Communicate openly and often.
- Maintains the quality and integrity of the services provided by the department.
- Supports the overall goals of the Company and that services are delivered professionally and efficiently.
- Create an atmosphere within the organization that attains and maintains a high level of morale and embraces our Vision-Mission-Values and our Goals and Objectives “VMVGO”.
- Embrace change without resistance and adapt quickly, however do provide feedback when necessary.
Independent Judgment:
- Possess a high degree of independent judgment that will be heavily relied upon by Collection Manager and Director of Default Management.
- Will make frequent decisions on customer service issues and complaint resolution.
- Identify and report trends with workflow, collectors, teams, calls, any day-to-day functions and suggest process changes to improve workflow, productivity, team environment.
Requirements & Qualifications:
- High level of collections technical expertise to perform any job in the unit; previous experience collection experience on loans 90+ days delinquent required.
- Three years collections experience preferred.
- High School diploma.
- Thorough understanding of the Fair Debt Collection Practices Act.
- Thorough understanding of the Consumer Financial Protection Bureau rules.
- Ability to calculate figures and amounts such as interest rates, principal balance, and late charges.
- Strong computer skills with emphasis on Microsoft Excel, Word, and Outlook and ability to learn new loan servicing systems or other software as implemented.
- Excellent analytical and communication skills (both verbal and written).
- Ability to solve practical problems and deal with a variety of unique situations.
- Ability to apply common sense understanding to carry out instruction furnished in written, oral, diagram or schedule form.
- Excellent attention to detail.
- Strong work ethic and discretion.
- Must be able to multi-task in a fast-paced environment.
- Excellent organizational and follow-up skills with the ability to prioritize.
- Bilingual (English and Spanish) a plus.
Physical Requirements
Sedentary office environment with frequent computer use, communication, repetitive hand motions, and occasional lifting of up to 10 pounds.
This description has been designed to indicate the general nature and level of work performed by an employee in this position. The actual duties, responsibilities and qualifications may vary in the future based on new or revised work assigned to this position.
AmeriNat offers a competitive benefits package including 401k; performance incentives; paid medical, life and long-term disability; dental; PTO and holiday pay as well as opportunities for advancement. Dress code is business casual (jeans allowed) and occasional business attire required.
AmeriNat will consider qualified applicants in a manner consistent with local “Fair Chance” ordinances. AmeriNat is an Equal Opportunity Employer.
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