SVC Client Solutions Team Lead

Truist Bank • Boca Raton, FL

2d • Onsite

About The Position

The SVC Client Solutions Team Lead will manage the day-to-day collection process according to agreed-upon strategies, policies, procedures, and guidelines. This role involves mentoring and counseling collection teammates to foster a positive team and working environment, while also participating in the collection process as a coach/player. The Team Lead will handle escalated calls, conduct call monitoring and quality reviews, and manage the collection efforts of teammates to ensure assigned accounts are worked effectively. They will also be responsible for exercising good judgment in handling difficult problem accounts, providing ongoing training and feedback, and reviewing repossessions and charge-offs. Additionally, the Team Lead will assist the Collection Supervisor in analyzing production reports and maintaining Key Performance Indicator (KPI) reports for assigned teammates, while ensuring all required Computer Based Training (CBT) courses are completed accurately and timely.

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

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.
• Handle escalated calls pertaining to inquiries, repossessions, reinstatements, and other calls requiring special handling.
• Execute call monitoring and quality reviews to ensure compliance with policies and regulations, and coach teammates on individual call monitors monthly.
• Manage collection efforts of teammates to ensure assigned accounts are worked based upon individual goals and objectives.
• Consistently achieve performance expectations for collection efforts for assigned accounts.
• Exercise good and professional judgment in handling more difficult problem accounts.
• Provide ongoing training and feedback to teammates to ensure accounts are negotiated according to company standards.
• Review repossessions and charge-off, and provide clients with cure plan options and loan modifications when appropriate.
• 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.
• Support execution of defined quality controls.
• Complete all required Computer Based Training (CBT) courses accurately and timely.

Benefits

• Medical insurance
• Dental insurance
• Vision insurance
• Life insurance
• Disability insurance
• Accidental death and dismemberment insurance
• Tax-preferred savings accounts
• 401k plan
• No less than 10 days of vacation (prorated based on date of hire and by full-time or part-time status) during their first year of employment
• 10 sick days (also prorated)
• Paid holidays
• Defined benefit pension plan (depending on position and division)
• Restricted stock units (depending on position and division)
• Deferred compensation plan (depending on position and division)

What This Job Offers

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