Collections Team Lead (Remote)

Purpose Financial•Greenville, SC

1d•Remote

About The Position

Purpose Financial, Inc. is an innovative consumer financial services company that offers a diverse suite of credit products, promoting financial inclusion and meeting consumers wherever they are. Through its brands, the company is committed to helping customers achieve their version of financial stability in the moment and in the future. Since 1997, Purpose Financial has been a pioneer in the consumer credit and financial services market offering money solutions in over 800 storefronts locations and online lending. Providing services in over 23 states, Purpose Financial employs over 2,500 team members. At Purpose Financial we are always on the lookout for motivated individuals who share in our values of mutual respect to join our team of outstanding professionals. Position SummaryThis position reports to the Collections Supervisor and is responsible for fostering a service-oriented and professional working environment. This position supports the Collections management team and agents as follows: Motivate, Inspire and Coach team members to drive individual and team performance. Become a subject matter expert for all reporting data, collections strategy/best practices, communications terminology, and technology as a first point of contact. Support and reinforce the organization’s procedures and processes. Handle escalated situations in a professional manner dealing with both internal and external customers. Other duties as assigned.

Requirements

High School Diploma required. Associate degree or higher education preferred.
Proven background in a collections or call center environment. Previous leadership experience.
Excellent written and verbal communications skills; adaptability and flexibility to a changing environment; and comfortable working in a dynamic, high volume, fast-paced environment. Ability to interact professionally and exhibit appropriate social skills. Ability to develop and maintain business relationships. Ability to understand and ensure compliance with policies, procedures, and laws governing our industry/business and products.
Sitting for long periods of time; standing occasionally; walking; bending; squatting; kneeling; pushing/pulling; reaching; twisting; frequent lifting of less than 10 lbs., occasional lifting of up to 20 lbs.; driving and having access during the workday to an insured and reliable transportation; typing; data entry; grasping; transferring items between hands and/or to another person or receptacle; use of office equipment to include computers; ability to travel to, be physically present at, and complete the physical requirements of the position at any assigned location.
Must be eligible to work in the USA and able to pass a background check.

Responsibilities

Support Collections employees and management: By encouraging, supporting, and actively motivating one’s peer teams. Communicating the company’s purpose, core values, and vision to the front-line employees. Facilitating employee engagement, Communication of business and department updates.
Influence performance results through: Identify team members’ areas of opportunity, establish goals, and reinforce expectations.
Work with management to assist in monitoring and calibrating quality on a monthly basis.
Creating a sense of ownership with your teammates while helping to resolve issues.
Drive behaviors that comply with policy and procedure, such as: Ensuring that the employees follow the handbook guidelines and their schedules as posted. Handling escalated calls, complaints, questions, and queries as necessary.
Manage, with the assistance of the Collections Supervisor: Exceeding and meeting departmental objectives, including all KPI’s listed on the metric scorecard. Employee development, build rapport through feedback, coaching and ongoing training with each team member. Continued team growth and expansion.
Maintain performance records and reports: Learn reporting concepts and be able to track/update performance documentation. Understanding the analysis and data concepts necessary to make recommendations for process improvement(s). Understand, adhere to, and enforce all corporate policies including, but not limited to, Purpose Financial’s Creed, Code of Ethics, and Information Security Policies.

Benefits

Competitive Wages
Health/Life Benefits
Health Savings Account plus Employer Seed
401(k) Savings Plan with Company Match
Paid Parental Leave
Company Paid Holidays
Paid Time Off including Volunteer Time
Tuition Reimbursement
Business Casual Environment
Rewards & Recognition Program
Employee Assistance Program
Office in downtown Greenville that offers free parking, onsite gym, free snacks/drinks