Senior Team Lead-Misc. Government

Assists the Unit Collections Manager by performing functions related to collection operations and personnel management.
Provides supervisory backup and a point of contact for the Unit Collections Manager during the Supervisor’s absence.
Performs various duties to support collection operations.
Serves as an apprentice to the Supervisor while preparing for advancement within the company.
$18/hour Plus monthly bonus Collections Production Completes 2nd talk-offs and payment verification/authentications for collections team Assists collections staff in handling complex cases/calls Performs collection duties for attainment of individual frontline and widget goals Personnel Management Supports Employee retention and engagement initiatives, including scheduled mentorship Provides call handling advice to agents Assists collections staff who encounter dialer or system difficulties Assists UCM with employee development – including real-time coaching and training sessions Provides support to agents dealing with Information Technology issues Provides information related to employee performance and attendance during periods of supervisory absence Strategy/Analysis/Reporting Assist UCM with creating worklists, dialer schedules and Assists the UCM with communication and management of Key Performance Indicators Assists UCM with Collection Strategies through structured feedback sessions Provides weekly performance updates to collections team Reviews a weekly report of refunds and monetary transfers.
Negotiates and implements payment plans.
At the request of the SCM, provides feedback on the efficiency of office procedures.
Support Responsibilities/Call Monitoring Prepares monthly staff schedule for UCM Assist UCM with additional call monitoring for Quality Control and Regulatory Compliance Assist the UCM with daily letter reviews including letters covered under Regulation E Prepares for Advancement Assists UCM in the preparation and administration of PDA’s Assists the UCM with communication and management of Key Performance Indicators Assists supervisory staff in the interviewing process for new hires Provides point of contact for the UCM during supervisory absence.
MINIMUM REQUIREMENTS: High School diploma or equivalent A minimum of one-year customer service experience, at least 6 months of which was served in a collections call center environment.
PC experience in a Windows environment Basic keyboarding skills PREFERRED QUALIFICATIONS: Supervisory/lead worker experience preferred Enterprise-wide database experience preferred Effective written and verbal communication skills Ability to follow written and verbal instructions Ability to learn customer information database and telephony systems Negotiation, counseling, and problem-solving skills