- Coordinates maximum coverage within the assigned group to ensure completion of daily tasks
- Reviews processes for efficiency and makes process updates and improvements
- Creates and implements strategy to ensure performance objectives are met
- Participates in the interviewing and hiring process
- Provides coaching and development feedback
- Issues corrective actions/terminations as necessary
- Conducts monthly / annual performance reviews with direct reports
- Responds to and works to resolve agent concerns in a timely manner
- Handles escalated calls
- Motivates staff and maintains a team atmosphere
- Follows all rules set forth in the Employee Handbook and leads by example
- Ensures all work is performed in compliance with Company Policies, client mandates as well as local, state and federal collections laws and regulations
QUALIFICATIONS:
- High school diploma, GED, or equivalent required
- 2 years of collections experience
- 1-year collections lead experience
- Excellent oral and written communication skills
- Strong leadership skills
- Knowledge of FDCPA and state laws
- Ability to change direction as needed in order to meet the needs of customers; both internal and external
- Works well under pressure to assist where required in meeting critical deadlines
- Capable of maintaining the confidentiality
Transparency and Privacy
We value your privacy and will handle your information with the utmost care. See our Privacy Statement.
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