Collection Team Lead I

This is a fully remote position, open to applicants in United States.

📋 Description

• Oversee the distribution of workflow to enhance productivity, including managing overflow and areas with insufficient staffing.

• Recognize and relay staffing, workflow, client, and procedural concerns to management.

• Train new hires, mentor team members, and provide knowledge-sharing and development opportunities.

• Compile and present departmental reports to management.

• Assist management in recognizing, communicating, and enforcing departmental standards.

• Monitor organizational policies and procedures to ensure compliance with regulations.

• Coordinate escalated issues with management and other departments.

• Manage escalated and complex contested matters with accuracy and professionalism.

• Conduct a high volume of collection calls via telephone.

• Address escalated borrower issues and utilize the online collection system.

• Reconcile accounts with misapplied payments and document account notes.

• Provide relief provisions in accordance with governmental guidelines and agency requirements.

• Advise borrowers on payment responsibilities, clarify terms, and set up repayment plans.

• Offer assistance in Loss Mitigation and explain the relevant options and procedures.

• Supervise foreclosure and loss mitigation accounts to ensure timely and appropriate handling.

• Monitor daily performance of team members to ensure expectations for the position are met.

• Achieve or surpass monthly targets.

• Complete annual regulatory compliance training.

⛳️ Requirements

• High school diploma or equivalent.

• Excellent communication and organizational abilities.

• Must be comfortable working in a quiet, designated home office free from distractions and noise.

• Capable of conveying and exchanging accurate information through various methods.

• Ability to remain stationary and/or move around the organization or remote office.

• Capability to sit, stand, walk, type, write, handle, feel, and reach.

• Ability to occasionally climb, balance, stoop, kneel, crouch, or lift/move up to 25 lbs.

• Proficient in operating computers, calculators, copy machines, printers, phones, and other office equipment.

• Skilled in typing and using a computer for extended periods.

• Ability to successfully complete annual regulatory compliance training.

• Supervisory experience is advantageous.

• Experience in collections is a plus.

• Proven accurate knowledge and strict application of federal regulations and collection laws (FDCPA).

🏝️ Benefits

• Medical, Dental, Vision, Wellness, Flexible Spending Account, Employee Assistance Program, and more.

• Employer-paid Life Insurance, Short-Term Disability, and Long-Term Disability.

• 401 (K) Plan with company match.

• Paid Vacation, Sick, Personal days, and Holidays.