Team Lead- Pre 30 Day Collections

LoanMart • Van Nuys, CA

32d • Hybrid

About The Position

LoanMart provides fast, professional assistance to financially stressed or credit-challenged borrowers. Our place in the community was built over twenty-five years, growing from a family-owned single storefront in Van Nuys into the largest auto title lender in California. ABOUT THE TEAM: The Pre-30 Day Collection Team provides exceptional, compliant customer service to customers whose accounts are under thirty days' delinquent. The team educates, negotiates, and removes perceived barriers that are otherwise preventing customers from making payments.

Requirements

• Exceptional customer service skills
• Exceptional listening skills
• Must be able to handle high inbound and outbound calls
• Comfortable with a performance bonus incentive compensation structure
• Ability to talk-and-type at or above 45 words per minute
• Computer literate in the use of email and group chat systems
• Work-from-home requirements: distraction-free environment, reliable internet bandwidth suitable for internet-based phone calls

Responsibilities

• Generate and share daily account lists and performance updates
• review accounts for accuracy, follow-up needs, and proper verification
• Monitor overall team activity, including call handling, queue engagement, chat interactions, and dialer performance
• Provide hands-on coaching to new hires and current team members through side-by-side support, call monitoring, feedback, and policy reinforcement; train new hires on-site when needed
• Maintain a positive team atmosphere, motivate staff, and lead by example while also managing a small personal account queue
• Review and route accounts requiring follow-up, such as broken payment arrangements or returned payments
• Assist the Supervisor with performance improvement initiatives and handle customer escalations when management is unavailable
• Apply exceptional negotiation and collections techniques to bring in payments
• Identify prime collection opportunities
• Provide effective education and service to our customers to minimize the need for vehicle repossession in later delinquency stages
• Utilize negotiation skills to negotiate payment terms and methods with customer, while reducing stalls and obstruction to payment opportunities
• Ability to thrive in a fast-paced environment
• Other duties may be assigned, as needed

Benefits

• Casual dress code- we value individuality and personal preference- wear what fits your lifestyle.
• Well-fed employees are energized employees. Employees enjoy a complimentary espresso bar, breakfast, and grab-and-go snacks. Lunch is catered lunches every Tuesday.
• Health matters- We offer top tier medical, dental, vision plans.
• Free life Insurance and for-purchase supplemental insurance plans are also available.
• 401(k), Employee Assistance Programs.
• Multiple paid time off programs.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed
• Number of Employees: 251-500 employees