Associate, Call Center Team Leader

Associate, Collections (Job ID: 992478) Responsibilities Lead and motivate a team of collection professionals, providing guidance, training, and performance feedback to drive productivity and effectiveness. Analyze performance using available reporting to identify improvement opportunities and focus areas. Conduct side‑by‑side observations, live listening sessions, and account browsers to evaluate and enhance call quality. Provide daily direction and communication to ensure calls are handled in a timely, efficient, and knowledgeable manner. Develop coaching plans, track individual progress, and offer feedback for management consideration. Create and maintain a high‑quality work environment that motivates team members to perform at their highest level. Provide lead coverage for all employees and offer customer call assistance on rotating Friday and Saturday shifts as needed. Identify when additional oversight is required and report to senior management. Monitor lunches, breaks, handle times, and other adherence performance factors. Maintain ongoing education and training in industry and career development. Collaborate with senior management to assess educational needs on the floor. Assist Education Specialists in facilitating training sessions for collectors. Coordinate with business support areas to mitigate risk and develop training materials. Develop handouts and training materials for desk drops as needed. Assist with escalated phone calls and provide ad‑hoc reporting and remediation. Support senior leadership in interviewing and hiring candidates. Qualifications Bachelor’s Degree or equivalent experience. 1+years of experience in operations within financial services. Working knowledge of federal and state regulations governing collections, including FDCPA, Privacy Act and FCRA. Effective written and oral communication skills. Excellent negotiation skills with the ability to influence others. Demonstrated ability to manage multiple priorities in a time‑sensitive, high‑volume environment. Strong analytical and problem‑solving skills, with the ability to accurately identify issues and resolve problems or appropriately Escalate to management. Flexibility to work day, evening, and weekend hours as required. Proficiency in Microsoft applications. Benefits Competitive base salary with bonus incentives. Generous paid time off, floating holidays, and 12 federal holidays. 401(k) with employer match. Comprehensive medical, dental, vision, hospital indemnity, critical illness, and pet insurance. Short‑term/long‑term disability and basic life insurance. Flexible hybrid working arrangements. Paid parental leave and adoption reimbursement programs. On‑site staffed fitness centers (in Delaware) and gym subsidy for other locations. Confidential counseling support (EAP), health advocacy services, and wellness program with financial incentives. Tuition reimbursement and family scholarship programs. Career development and training opportunities. Sallie Mae is proud to be an equal opportunity (EEO) employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender, sexual orientation, national origin, age, genetic information, gender identity, disability, Veteran status, or any other characteristic protected by federal, state or local law. Reasonable accommodations are available for applicants with disabilities in all phases of the application and employment process. To request an accommodation please call View phone number on click.appcast.io and choose option 9. #J-18808-Ljbffr Sallie Mae Bank