RAC Customer Solutions team leader

Truist • Winterville, NC

1d • Onsite

About The Position

The RAC Customer Solutions team leader is responsible for managing the day-to-day collection process according to agreed-upon strategies, policies, procedures, and guidelines. This role involves collecting delinquent accounts while adhering to all collection policies, procedures, and guidelines, and providing exceptional client service. The team leader will mentor and counsel collection teammates to foster a positive team and working environment. This position requires current RAC collections experience.

Requirements

• High school graduate
• Two to four years of collections and/or supervisory experience
• Excellent verbal and written communication skills
• Excellent decision-making and problem-solving skills in routine and non-routine situations
• Excellent time management and organizational skills
• Exhibit leadership skills
• Strong understanding of systems utilized in collection process.
• Excellent understanding of internal processes and regulatory requirements surrounding collections
• Ability to utilize Microsoft applications, including Outlook, Word, Excel, Access, and PowerPoint
• Current RAC collections experience

Nice To Haves

• Bachelor’s degree in a business-related field
• Previous leadership experience
• Excellent knowledge of all collection policies, procedures and processes; knowledgeable of collection practices and federal/state regulations and laws, i.e. Fair Credit Reporting Act (FCRA) and Fair Debt Collections Protection Act (FDCPA)

Responsibilities

• Participate in collection process as a coach/player role, mentoring teammates while contributing to production based on vacancy, specific events, and seasonality.
• Handle escalated calls pertaining to inquiries, repossessions, reinstatements, and other calls that require special handling.
• Execute on call monitoring and quality reviews to ensure compliance with policies and regulations. Coach teammates on their individual call monitors monthly. Mentor teammates in all call categories to promote the optimal call experience for Clients.
• Manage collection efforts of teammates to ensure assigned accounts are worked based upon individual goals and objectives, e.g., a minimum calls per day, contact percentage, promises/calls ratio, promises kept.
• Consistently achieve performance expectations for collection efforts for assigned accounts based upon individual goals and objectives, e.g., a minimum calls per day, contact percentage, promises/calls ratio, promises kept.
• Exercise good and professional judgment in handling more difficult problem accounts, which may include exceptionally complex or multiple products, systems, delinquency or charged off accounts.
• Provide ongoing training and feedback to teammates to ensure accounts are negotiated according to company standards. Ensure teammates are negotiating with Clients according to established time frames while promoting positive roll and reducing levels of delinquency, repossessions, non-performing assets, and loan losses.
• Review repossessions and charge-offs. Provide clients with cure plans options as well loan modifications when appropriate according to policy procedure, and guidelines.
• Assist Collection Supervisor analyzing production reports, including maintaining monthly Key Performance Indicator (KPI) reports for assigned teammates.
• Manage client communications and provide accurate account detail and information with a high level of professionalism and integrity, while following all required compliance and quality expectations.
• Support execution of defined quality controls.
• Complete all required Computer Based Training (CBT) courses accurately and timely.

Benefits

• medical
• dental
• vision
• life insurance
• disability
• accidental death and dismemberment
• tax-preferred savings accounts
• 401k plan
• no less than 10 days of vacation
• 10 sick days
• paid holidays
• defined benefit pension plan
• restricted stock units
• deferred compensation plan

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED