SVC Client Solutions Team Lead

Job Title

Collect delinquent accounts according to the agreed upon collection strategies while adhering to all collection policies, procedures, and guidelines. Provide exceptional client service to all Clients by being transparent, positive, and treating Clients the way we want to be treated. Manage the day-to-day collection process according to the agreed upon strategies, policies, procedures, and guidelines. Mentor and counsel collection teammates to create a positive team and working environment.

Essential Duties And Responsibilities Following is a summary of the essential functions for this job. Other duties may be performed, both major and minor, which are not mentioned below. Specific activities may change from time to time.

1. Participate in collection process as a coach/player role. Mentor teammates while contributing to production based on vacancy, specific events, and seasonality.

2. Handle escalated calls pertaining to inquiries, repossessions, reinstatements, and other calls that require special handling.

3. Execute on call monitoring and quality reviews to ensure compliance with policies and regulations. Coach teammates on their individual call monitors monthly. Mentor teammates in all call categories to promote the optimal call experience for Clients.

4. Manage collection efforts of teammates to ensure assigned accounts are worked based upon individual goals and objectives, e.g., a minimum calls per day, contact percentage, promises/calls ratio, promises kept.

5. Consistently achieve performance expectations for collection efforts for assigned accounts based upon individual goals and objectives, e.g., a minimum calls per day, contact percentage, promises/calls ratio, promises kept.

6. Responsible for exercising good and professional judgement in handling more difficult problem accounts. May include exceptionally complex or multiple products, systems, delinquency or charged off accounts.

7. Provide ongoing training and feedback to teammates to ensure accounts are negotiated according to company standards. Ensure teammates are negotiating with Clients according to established time frames while promoting positive roll and reducing levels of delinquency, repossessions, non-performing assets, and loan losses.

8. Responsible for reviewing repossessions and charge-off. Provide clients with cure plans options as well loan modifications when appropriate according to policy procedure, and guidelines.

9. Assist Collection Supervisor analyzing production reports, including maintaining monthly Key Performance Indicator (KPI) reports for assigned teammates.

10. Manage client communications and provide accurate account detail and information with a high level of professionalism and integrity, while following all required compliance and quality expectations.

11. Support execution of defined quality controls.

12. Complete all required Computer Based Training (CBT) courses accurately and timely.

Qualifications Required Qualifications: The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

1. High school graduate

2. Two to four years of collections and/or supervisory experience

3. Excellent verbal and written communication skills

4. Excellent decision-making and problem-solving skills in routine and non-routine situations

5. Excellent time management and organizational skills

6. Exhibit leadership skills

7. Strong understanding of systems utilized in collection process.

8. Excellent understanding of internal processes and regulatory requirements surrounding collections

9. Ability to utilize Microsoft applications, including Outlook, Word, Excel, Access, and PowerPoint

Preferred Qualifications:

1. Bachelor's degree in a business-related field

2. Previous leadership experience

3. Excellent knowledge of all collection policies, procedures and processes; knowledgeable of collection practices and federal/state regulations and laws, i.e. Fair Credit Reporting Act (FCRA) and Fair Debt Collections Protection Act (FDCPA)