Early Stage Collections Specialist - Team Lead

Conduct and manage new hire training sessions and prepare new associates for their identified Loan Counselor level Function as the Floor Coach during training bays and throughout Loan Counselors' careers Observe performance, identify coaching opportunities, and provide feedback Develop and facilitate training sessions for identified gaps and update existing training Provide side-by-side and one-on-one coaching and training Assist with directing department workflow Handle escalated calls and update the escalation tracker within 24-48 hours Monitor KPIs and adjust training to improve performance Conduct department refresher training Build rapport with departments across the Loan Servicing Division Perform data analysis, reporting, and process flows to identify improvements and meet regulatory requirements Create and maintain process, report, application, and procedure documentation Draft and complete initial responses to external or internal QC/Audit findings Recommend cost savings, productivity improvements, and efficiencies Perform daily department administrative functions Requirements High school diploma or equivalent work experience 4+ years of collections, loss mitigation, or single point of contact experience in a call center environment Minimum 4 years’ experience in Banking, Mortgage/Loan Servicing, and Financial Services industries Excellent knowledge of the Fair Debt Collection Practices Act Proficiency with relevant industry-specific collections computer systems Excellent verbal communication skills Excellent negotiation skills and ability to teach negotiation techniques Proficient higher-level math skills for borrower payments and loan workouts or modifications Ability to understand complex collection issues and explore alternative solutions Proficient in MS Office, with advanced Excel and Visio skills Core Competencies Demonstrates expertise in training and coaching within the Loan Servicing Division, focusing on performance improvement, regulatory compliance, and effective communication. Proficient in data analysis and process documentation to enhance operational efficiency. Highest-signal resume keywords Loan Counselor Training Performance Coaching Data Analysis Fair Debt Collection Practices Act MS Office Proficiency ATS Optimization Keywords Hard Skills Collections Experience Loss Mitigation Negotiation Techniques Higher-Level Math Skills Process Documentation Soft Skills Verbal Communication Rapport Building Problem Solving Industry Keywords Banking Mortgage Servicing Financial Services Call Center Environment Tools & Technologies Excel Visio Collections Computer Systems #J-18808-Ljbffr Jobtailor