SVC Client Solutions Team Lead

Truist • Boca Raton, FL

4d • Onsite

About The Position

The SVC Client Solutions Team Lead will be responsible for managing the day-to-day collection process according to agreed-upon strategies, policies, procedures, and guidelines. This role involves collecting delinquent accounts, providing exceptional client service, and mentoring collection teammates to foster a positive team and working environment. The position requires participation in the collection process as a coach/player, handling escalated calls, monitoring call quality, and managing collection efforts to ensure individual goals and objectives are met.

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 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, and coach teammates on their 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 based upon individual goals and objectives.
• 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 and established time frames.
• Review repossessions and charge-offs, and provide clients with cure plan options as well as 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, 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
• vacation
• 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