Team Lead, Payment Processing

American Credit Acceptance • Spartanburg, SC

253d

About The Position

The Team Lead, Payment Processing is responsible for overseeing all processes within the team including but not limited to multiple types of customer payments, unidentifiable payments, overpayments, refunds, and investigation of issues in compliance with the applicable policies and procedures. Candidate will help to transition new associates to the department through training, coaching, and additional supervision. This position will also take on various responsibilities throughout the department as assigned. The right candidate for the position should have previous Leadership experience or previous experience in supporting a group in multiple processes and providing guidance where needed.

Requirements

• 1+ years of experience applicable to the department.
• Full understanding of ACA's policies and procedures.
• Demonstrates excellent communication, leadership, and coaching abilities.
• Demonstrates a high level of professionalism.
• Able to explain the why behind processes currently in place and business impacts.
• Excellent interpersonal and communication skills.
• Analytical and interpretive skills.
• Communicates clearly, concisely, and professionally with cross functional team member (verbal and written).
• Strong sense of partnership and works well with cross functional teams.
• Useful in providing feedback as needed for projects associated with team support items.
• Strong organizational skills.
• Must possess the ability to multi-task and good time management skills to meet SLA's.

Responsibilities

• Assists agents in transition from training to a live environment.
• Assists in answering account questions with representatives.
• Conducts coaching side by sides to identify areas of weaknesses or strengths.
• Holds calibration sessions to assure clarity and content of training materials.
• Could fill in for a supervisor temporarily while on PTO.
• Oversee day-to-day teams' operations and performance.
• Must be able to successfully lead and function within a team environment and be able to adapt to change.
• Delegate tasks and set project deadlines.
• Be a Subject Matter Expert for all Account Operations processes.
• Create a healthy and motivating work environment and atmosphere.
• Serve as a mentor for other team members.
• Collaborate with other departments to ensure.
• Capable of identifying performance opportunities within the team.
• Prioritize and manage multiple responsibilities efficiently and with minimal guidance.
• Explain challenges within process and suggestion optimal changes to ensure accuracy.
• Provides process improvement recommendations with possible suggestions on how to implement, as applicable.
• Other tasks as assigned.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Industry: Credit Intermediation and Related Activities