Call Center Collections Team Lead

Overview

Looking for something different? We ARE that something different at RPM Living. Dynamic and fast growth culture and multiple nationwide opportunities let YOU shape your future with us. Top industry pay and benefits, best industry practices, career training and education, people-first focus...?we show you the way to success...

The position: This position contributes to the success of the organization by leading a team that manages financial collections and deposit accounting customer service support for our clients. Ensuring money owed is billed, collected, and received in an accurate, legal, and timely manner. This role develops strategies to improve collection rates, manages team performance, and generates reporting, all within a remote call center pre-collection environment.

Responsibilities
? Develop and implement strategies to achieve and exceed departmental goals.
? Identify training needs and coordinate ongoing training and professional development programs for agents.
? Prepare and present regular reports on team performance, recovery rates, and customer feedback to senior management.
? Ensure team scheduling provides appropriate coverage for our inbound phones, ticket response and timely outbound communications.
? Identify and implement technological and procedural enhancements to streamline operations and improve recovery rates.
? Develop and document SOPs to ensure accuracy, consistency, and enhanced department performance.
? Conduct qualitative reviews of customer contacts (inbound/outbound), including calls, emails, and other touchpoints to ensure quality interaction with customers and policy adherence.
? Conduct regular performance reviews, providing constructive feedback and identifying areas for improvement.
? Collaborate with other departments to ensure alignment and integration of collection processes with overall business objectives.
? Handle escalated customer issues, providing solutions that balance the needs of the customer with the goals of the company.
? Provide support in analytics to track and monitor recovery targets, team success goals, agent performance, and other key performance indicators.
? Conduct regular audits and reviews of team activities to identify and mitigate potential risks.
? Implement and enforce policies and procedures to minimize risk and ensure ethical and legal standards are met.
? Maintain integrity of accounts and relationships by keeping information confidential.

Knowledge, Skills and Abilities
? Knowledge of collection regulations and industry best practices.
? Knowledge of call center systems and common KPI?s required
? Skilled in technology, specifically financial systems and software used in collections.
? Skilled in analytics and reasoning to interpret data leading to step level changes.
? Ability to communicate effectively verbally and in writing
? Ability to work in a dynamic and changing environment.
? Ability to build and maintain strong cross-functional partnerships, especially in a remote environment
? Ability to coach employees to succeed in expected key performance indicators (KPIs).
? Ability to manage and resolve disputes effectively.
? Ability to manage multiple processes and initiatives simultaneously

Qualifications
? Bachelor's degree in communications, business or a related field or equivalent experience (4 years) in collections
? 5 years of experience in 1st party collections or working with customers and clients solving collection disputes
? 3 years of experience in a supervisory role
? 1 year Outbound/Inbound call center experience preferred
? High degree of responsibility and initiative, taking proactive steps to achieve objectives and improve processes.

Physical Requirements
? May be required to sit for extended periods of time while working at a desk
? Must be able to read documents, computer screens and data
? Must be able to hear and understand verbal communications in person and over the phone or computer
? May occasionally be required to lift or carry items such as files or office supplies weighing up to 20 pounds
? Must be able to operate a computer, keyboard, mouse and other office equipment

Work Environment
? This is a remote role

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