Collections Team Lead - Huntington National Bank
Downers Grove, IL
About the Job
Description
Summary:
The Credit Services Team Lead oversees daily operations of a Credit Services area/department. Provides support to Collectors through coaching and handling of escalated customer issues and more complex accounts. Responsible for adherence to department policies and procedures by Collections unit staff. Exchanges information and resolves moderately complex customer issues. Distributes, assigns, reviews and/or supervises work flow. Handles the more difficult problems and confers with supervisor regarding the most unusual cases. This position is fully cross trained to perform various functions in the area and ensures the cross training of others.
Duties and Responsibilities:
+ This position is fully cross trained to perform various functions in the area and ensures the cross training of others.
+ Provides support to Collectors through coaching and handling of escalated customer issues and more complex accounts.
+ Oversees daily operations of the assigned team - may monitor call queues, assign/monitor manual queues, manage break/lunch schedules, etc. Identify opportunities for improvement within the team/department.
+ Provides support to Collectors through coaching and handling of escalated customer issues and more complex accounts.
+ Complies with all policies and procedures set forth by Huntington and trains staff members on policies and procedures. Adheres to Federal Regulatory requirements regarding debt collections
+ Reviewing and updating training material as needed.
+ Exchanges information and resolves moderately complex customer issues.
+ Distributes, assigns, reviews and/or supervises work flow. May review and approve schedule changes.
+ Handles the more difficult problems and confers with supervisor regarding the most unusual cases.
+ Completes monthly Quality Assurance review on colleagues.
+ Completes a wide variety of administrative tasks and other duties and projects as assigned.
Basic Qualifications:
+ High school diploma or equivalent.
+ 3 or more years of customer service or call center experience required, with at least 1 year of collections experience.
Preferred Qualifications:
+ Demonstrated strong leadership qualities.
+ Working knowledge of Microsoft Word and Excel. Other computer applications experience a plus.
+ Qualified candidate should possess excellent skills in verbal and written communication, negotiation, interpersonal relationships, decision-making, and time management.
+ Previous management and/or Senior Collector experience a plus.
+ Will need to demonstrate through experience and during the interview the ability to lead a dynamic group, manage diversity, effective listening and having provided coaching, skill development, and feedback to staff.
+ Knowledge of consumer and collection laws a plus.
+ Must be goal oriented and self-motivated
+ Knowledge of Debt Manager, FDR, CACS, , MSP, and HOGAN systems helpful
Exempt Status: (Yes = not eligible for overtime pay) (No = eligible for overtime pay)
No
Workplace Type:
Office
Compensation Range:
The compensation range represents the low and high end of the base compensation range for this position. Actual compensation will vary and may be above or below the range based on various factors including but not limited to location, experience, and performance. Colleagues in this position are also eligible to participate in an applicable incentive compensation plan. In addition, Huntington provides a variety of benefits to colleagues, including health insurance coverage, wellness program, life and disability insurance, retirement savings plan, paid leave programs, paid holidays and paid time off (PTO).
Huntington is an equal opportunity and affirmative action employer and is committed to providing equal employment opportunities for all regardless of race, color, religion, sex, national origin, age, disability, sexual orientation, veteran status, gender identity and expression, genetic information, or any other basis protected by local, state, or federal law.
Tobacco-Free Hiring Practice: Visit Huntington's Career Web Site for more details.
Agency Statement: Huntington does not accept solicitation from Third Party Recruiters for any position
Huntington will not sponsor applicants for this position for immigration benefits, including but not limited to assisting with obtaining work permission for F-1 students, H-1B professionals, O-1 workers, TN workers, E-3 workers, among other immigration statuses. Applicants must be currently authorized to work in the United States on a full-time basis.
Summary:
The Credit Services Team Lead oversees daily operations of a Credit Services area/department. Provides support to Collectors through coaching and handling of escalated customer issues and more complex accounts. Responsible for adherence to department policies and procedures by Collections unit staff. Exchanges information and resolves moderately complex customer issues. Distributes, assigns, reviews and/or supervises work flow. Handles the more difficult problems and confers with supervisor regarding the most unusual cases. This position is fully cross trained to perform various functions in the area and ensures the cross training of others.
Duties and Responsibilities:
+ This position is fully cross trained to perform various functions in the area and ensures the cross training of others.
+ Provides support to Collectors through coaching and handling of escalated customer issues and more complex accounts.
+ Oversees daily operations of the assigned team - may monitor call queues, assign/monitor manual queues, manage break/lunch schedules, etc. Identify opportunities for improvement within the team/department.
+ Provides support to Collectors through coaching and handling of escalated customer issues and more complex accounts.
+ Complies with all policies and procedures set forth by Huntington and trains staff members on policies and procedures. Adheres to Federal Regulatory requirements regarding debt collections
+ Reviewing and updating training material as needed.
+ Exchanges information and resolves moderately complex customer issues.
+ Distributes, assigns, reviews and/or supervises work flow. May review and approve schedule changes.
+ Handles the more difficult problems and confers with supervisor regarding the most unusual cases.
+ Completes monthly Quality Assurance review on colleagues.
+ Completes a wide variety of administrative tasks and other duties and projects as assigned.
Basic Qualifications:
+ High school diploma or equivalent.
+ 3 or more years of customer service or call center experience required, with at least 1 year of collections experience.
Preferred Qualifications:
+ Demonstrated strong leadership qualities.
+ Working knowledge of Microsoft Word and Excel. Other computer applications experience a plus.
+ Qualified candidate should possess excellent skills in verbal and written communication, negotiation, interpersonal relationships, decision-making, and time management.
+ Previous management and/or Senior Collector experience a plus.
+ Will need to demonstrate through experience and during the interview the ability to lead a dynamic group, manage diversity, effective listening and having provided coaching, skill development, and feedback to staff.
+ Knowledge of consumer and collection laws a plus.
+ Must be goal oriented and self-motivated
+ Knowledge of Debt Manager, FDR, CACS, , MSP, and HOGAN systems helpful
Exempt Status: (Yes = not eligible for overtime pay) (No = eligible for overtime pay)
No
Workplace Type:
Office
Compensation Range:
The compensation range represents the low and high end of the base compensation range for this position. Actual compensation will vary and may be above or below the range based on various factors including but not limited to location, experience, and performance. Colleagues in this position are also eligible to participate in an applicable incentive compensation plan. In addition, Huntington provides a variety of benefits to colleagues, including health insurance coverage, wellness program, life and disability insurance, retirement savings plan, paid leave programs, paid holidays and paid time off (PTO).
Huntington is an equal opportunity and affirmative action employer and is committed to providing equal employment opportunities for all regardless of race, color, religion, sex, national origin, age, disability, sexual orientation, veteran status, gender identity and expression, genetic information, or any other basis protected by local, state, or federal law.
Tobacco-Free Hiring Practice: Visit Huntington's Career Web Site for more details.
Agency Statement: Huntington does not accept solicitation from Third Party Recruiters for any position
Huntington will not sponsor applicants for this position for immigration benefits, including but not limited to assisting with obtaining work permission for F-1 students, H-1B professionals, O-1 workers, TN workers, E-3 workers, among other immigration statuses. Applicants must be currently authorized to work in the United States on a full-time basis.
Source : Huntington National Bank