Collection Recovery Lead

Citizens Financial Group•Johnston, RI

About The Position

The Collections Lead is responsible for managing multiple operational controls, process improvement activities and risk issues for the Recovery team. Analyzes and makes recommendations to improve productivity while maintaining established goals. Researches and resolves operational issues. Conducts problem solving sessions and oversees small projects with direction from management. Responsible for engaging and motivating colleagues by providing feedback and reinforcing desired behaviors. Process/Continuous Improvement: Identify and respond to ideas for process improvement from team members and facilitate and undertake capitalized continuous improvement activities. May include project participation. Customer Service: Be a role model to drive a customer service values and effective management of customer concerns and issue resolution. To set expectations of customer service excellence delivery and ensure all department service level agreements are met and/or exceeded Risk Management: Identify and manage risk, minimizing the outcome and escalating where appropriate. Work with risk, compliance, and legal partners to review proposals and implement changes. Stakeholder Management: Develop and maintain effective working relationships. Partner with other department and / or divisions with common goals Managing Change: 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 Team Leadership: Develop, plan, and implement activities that will enable a highly motivated and highly performing team to deliver team objectives Business Management & Planning: 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.

Requirements

2+ Year 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
Process/Continuous Improvement: Identify and respond to ideas for process improvement from team members and facilitate and undertake capitalized continuous improvement activities. May include project participation
Customer Service: Be a role model to drive a customer service values and effective management of customer concerns and issue resolution. To set expectations of customer service excellence delivery and ensure all department service level agreements are met and/or exceeded
Risk Management: Identify and manage risk, minimizing the outcome and escalating where appropriate. Work with risk, compliance and legal partners to review proposals and implement changes
Stakeholder Management: Develop and maintain effective working relationships. Partner with other department and / or divisions with common goals
Managing Change: 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
Team Leadership: Develop, plan, and implement activities that will enable a highly motivated and highly performing team to deliver team objectives
Business Management & Planning: Implement and deliver the business plans and targets. Plan, allocate and organize team resources to meet the business plan

Responsibilities

Managing multiple operational controls
Process improvement activities
Risk issues for the Recovery team
Improve productivity while maintaining established goals
Research and resolve operational issues
Conduct problem solving sessions
Oversee small projects with direction from management
Engaging and motivating colleagues by providing feedback and reinforcing desired behaviors
Identify and respond to ideas for process improvement from team members
Facilitate and undertake capitalized continuous improvement activities
Drive a 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 department 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