Collection Recovery Lead

Citizens Financial Group • Johnston, RI

9d • Onsite

About The Position

The Collections Lead is responsible for managing multiple operational controls, process improvement activities, and risk issues for the Recovery team. This role involves analyzing and making recommendations to improve productivity while maintaining established goals, researching and resolving operational issues, and conducting problem-solving sessions. The Lead will also oversee small projects under management direction and is responsible for engaging and motivating colleagues by providing feedback and reinforcing desired behaviors.

Requirements

• 2+ Years of Customer Service Experience/Collections experience
• Excellent phone communication, listening and negotiation skills
• Able to prioritize and manage daily workload to meet deadlines
• Proven ability working in a team atmosphere; in a fast-paced, fun environment
• Computer proficiency and acumen
• Self-motivated attitude with a desire to succeed

Responsibilities

• Identify and respond to ideas for process improvement from team members and facilitate and undertake capitalized continuous improvement activities. May include project participation.
• Be a role model to drive customer service values and effective management of customer concerns and issue resolution. Set expectations of customer service excellence delivery and ensure all department service level agreements are met and/or exceeded.
• Identify and manage risk, minimizing the outcome and escalating where appropriate. Work with risk, compliance, and legal partners to review proposals and implement changes.
• Develop and maintain effective working relationships. Partner with other departments and/or divisions with common goals.
• Proactively identify opportunities for change which will add value to the achievement of business objectives and enhance the customer experience. Be flexible to react and/or implement change initiatives.
• Develop, plan, and implement activities that will enable a highly motivated and highly performing team to deliver team objectives.
• Implement and deliver the business plans and targets. Plan, allocate and organize team resources to meet the business plan.
• Review colleagues' calls and evaluate and provide feedback and coaching.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed