Credit Services Team Lead

Huntington Bancshares Inc•Akron, OH

62d•$21 - $22•Onsite

About The Position

The Credit Services Team Lead oversees daily operations of a Credit Services area/department. Provides support to Collectors through coaching and handling of escalated customer issues and more complex accounts. Responsible for adherence to department policies and procedures by Collections unit staff. Exchanges information and resolves moderately complex customer issues. Distributes, assigns, reviews and/or supervises work flow. Handles the more difficult problems and confers with supervisor regarding the most unusual cases. This position is fully cross trained to perform various functions in the area and ensures the cross training of others.

Requirements

High school diploma or equivalent.
1 year of collections experience
3 or more years of customer service or call center experience required

Nice To Haves

Demonstrated strong leadership qualities.
Working knowledge of Microsoft Word and Excel. Other computer applications experience a plus.
Qualified candidate should possess excellent skills in verbal and written communication, negotiation, interpersonal relationships, decision-making, and time management.
Previous management and/or Senior Collector experience a plus.
Will need to demonstrate through experience and during the interview the ability to lead a dynamic group, manage diversity, effective listening and having provided coaching, skill development, and feedback to staff.
Knowledge of consumer and collection laws a plus.
Must be goal oriented and self-motivated
Knowledge of Debt Manager, FDR, CACS, , MSP, and HOGAN systems helpful

Responsibilities

This position is fully cross trained to perform various functions in the area and ensures the cross training of others.
Provides support to Collectors through coaching and handling of escalated customer issues and more complex accounts.
Oversees daily operations of the assigned team - may monitor call queues, assign/monitor manual queues, manage break/lunch schedules, etc. Identify opportunities for improvement within the team/department.
Provides support to Collectors through coaching and handling of escalated customer issues and more complex accounts.
Complies with all policies and procedures set forth by Huntington and trains staff members on policies and procedures. Adheres to Federal Regulatory requirements regarding debt collections
Reviewing and updating training material as needed.
Exchanges information and resolves moderately complex customer issues.
Distributes, assigns, reviews and/or supervises work flow. May review and approve schedule changes.
Handles the more difficult problems and confers with supervisor regarding the most unusual cases.
Completes monthly Quality Assurance review on colleagues.
Completes a wide variety of administrative tasks and other duties and projects as assigned.