Team Lead, Case Resolution

Concora Credit Inc.•Akron, OH

7d•Hybrid

About The Position

The Team Lead, Case Resolution supports Concora Credit’s mission to help non-prime customers do more with credit. The Case Resolution Team provides customer support while communicating company goals, procedures, policy updates, and workflow deadlines to Team Members. This role supports Unit Managers and performs management duties when a manager is absent. It also handles correspondence, account maintenance, exception research, customer inquiries, and complaints while ensuring compliance with company policies and applicable regulations. The position is based at the Akron, Ohio office and is onsite Monday through Wednesday. The Team Lead helps prioritize and deploy work to meet highly regulated, time-sensitive service-level agreements; supports Team Member training and performance; and identifies opportunities to improve processes, policies, and products. Duties are performed with or without reasonable accommodation.

Requirements

High school diploma or GED.
Working knowledge of Windows operating systems or equivalent.
Ability to thrive in a fast-paced, high-volume environment.
Proficiency with technology and using multiple systems.
High level of understanding, patience, and empathy; ability to navigate difficult conversations and interactions professionally.
Commitment to continuous growth and learning.
Ability to follow privacy and security practices at all times.
Strong prioritization and time-management skills for a fast-paced, high-pressure environment.

Responsibilities

Support Unit Managers and perform management duties when the manager is absent or out of office.
Carry out routine case monitoring for designated tasks assigned to Team Members.
Read and respond to incoming correspondence.
Gather data and conduct research to formulate accurate replies to incoming correspondence.
Complete updates to account history and required transaction forms and paperwork.
Process monetary adjustments and account maintenance changes.
Research exception activity and take appropriate actions to reduce credit losses.
Perform duties in compliance with established policies, procedures, and regulations.
Prioritize work and deploy the team as required to meet regulated, time-sensitive service-level agreements.
Establish and implement departmental policies, goals, objectives, and procedures.
Comply with FDCPA/SDCPA rules and guidelines.
Perform and provide training as a generalized subject matter expert in multiple processes.
Communicate team goals and identify areas for new training or skill checks.
Assist management with hiring processes and new Team Member training.
Answer Team Member questions and address problems; oversee work for quality and guideline compliance.
Communicate deadlines and productivity goals to Team Members.
Develop strategies to promote Team Member adherence to company regulations and performance goals.
Provide customer service by answering inquiries and handling complaints through management of assigned or otherwise needed workflows.
Maintain a high standard of performance and set a consistent example for the team.
Advocate for customers by identifying issue trends and suggesting improvements to processes, policies, and products.
Meet department goals and standards.
Perform other duties as assigned.

Benefits

Medical, dental, and vision insurance for the employee and family.
Paid time off (PTO).
Six company-observed paid holidays and three paid floating holidays.
401(k) with employer match up to 4%, available after 90 days.
Pet insurance.
Early access to earned wages through Payactiv.
Wellness perks, including onsite fitness equipment at both locations, an Employee Assistance Program, and access to the Headspace app.
Tuition reimbursement.
Flexible Spending Accounts.
Life and AD&D insurance.
Company-paid long-term disability and voluntary short-term disability insurance.