Team Lead Early Stage Servicing
US-TX-San Antonio
Careers (External)
Req #: 10735
Type: Full-Time
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Overview: Are you looking to take your career from good to great? As an employee of PenFed, every day is an opportunity to thrive, and be part of a team working to ensure our organization is providing world class service to our members, employees, and our communities. We exist to help our members realize their full potential, educate and encourage their dreams, and make every effort to follow our mission and help our members "do better." Joining PenFed is more than being an employee; it's about being a part of the PenFed family. PenFed is hiring a Team Lead Early Stage Servicing to work onsite at our San Antonio, Texas service center. The primary purpose of this position is to supervise the day-to-day of a dialer and inbound collection team. Duties include ensuring the team are effective and meeting KPI's objectives which include inbound service levels, abandonment rate, list penetration, scheduling, dialer campaign performance, contacts per hour, right party contact, roll rates, promises kept and dollars collected. This role may perform the duties of the manager in the manager's absence. Responsibilities: Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. This is not intended to be an all-inclusive list of job duties and the position will perform other duties as assigned. * Supervise a team of collection specialists. Establishing goals, priorities and expected performance level for the team. * Administer stated objectives, goals, and performance standards in assigned team and assist in ensuring that goals are met or exceeded. * Performance Appraisal/Evaluation mid and year-end summaries. Monthly summary and delivery of scorecard performance results, ensuring goals are met or exceeded, and recommend team members for promotion, corrective action, and termination. * Provide collections-specific training to enhance the specialist's understanding of preventative, productive and remedial financial counseling with a focus on reducing delinquency and minimizing loss. * Monitors dialer jobs daily to ensure optimal results based on departmental needs. * Manage dialer strategy performance to deliver strong service levels, occupancy/availability to ensure KPI's are met. * Supervise daily campaigns to ensure penetration effectiveness. Evaluate, recommend, and adjust campaign strategy based on performance metrics. * Assists with quality monitoring and calibration of the dialer system and processes. * Helps resolve escalated member calls and Executive Correspondence concerns, ensure quality member service with each interaction and aid team members in the resolution of complex member account problems and/or questions. * Monitor and troubleshoot technology and process issues. Assist with root cause analysis and problem solving internal and external concerns. * Review production activity, identifying trends and assess effectiveness * Monitor calls and conduct account reviews to ensure quality, effectiveness, and procedural/regulatory compliance. * Assist with compiling data for collection management for use in management reports and presentations. Qualifications: Equivalent combination of education and experience is considered. * Bachelor's Degree required. * Minimum of four (4) years' first and/or third-party debt collection experience required. * Minimum of one (1) year experience in a supervisory/management role preferred. * Strong interpersonal skills including mentoring, coaching, collaborating, and team building. * Strong leadership capability, executing as appropriate in the areas of responsibility. * Strong written, verbal and presentation skills. * Effective time management, problem solving and multi-tasking skills. * Strong communication, negotiation, decision-making and written skills. * Ability to multi-task. * Available to work weekends, evenings and overtime periodically. Supervisory Responsibility This position will supervise employees. Licenses and Certifications No additional licenses or certifications required. Work Environment While performing the duties of this job, the employee is regularly exposed to an indoor office setting with moderate noise. *Most roles require working in an office setting with moderate noise and the ability to lift 25 pounds.* Travel Ability to travel to various worksites and be on-call is not required.
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