Team Lead, Recovery Solutions

Concora Credit Inc. • Akron, OH

5d • Onsite

About The Position

As our Team Lead, Recovery Solutions, you’ll help drive Concora Credit’s Mission to enable customers to Do More with Credit – every single day. The Team Lead role is responsible for supporting and leading Recovery Solutions in achieving operational goals through driving performance, improving collection effectiveness, and efficiencies. This role provides leadership, coaching and guidance to Recovery staff while ensuring compliance with company policies and procedures. The Team Lead monitors key performance indicators, resolves customer issues, and identifies opportunities for improvement. We hire people, not positions. That's because, at Concora Credit, we put people first, including our customers, partners, and Team Members. Concora Credit is guided by a single purpose: to help non-prime customers do more with credit. Today, we have helped millions of customers access credit. Our industry leadership, resilience, and willingness to adapt ensure we can help our partners responsibly say yes to millions more. As a company grounded in entrepreneurship, we're looking to expand our team and are looking for people who foster innovation, strive to make an impact, and want to Do More! We’re an established company with over 20 years of experience, but now we’re taking things to the next level. We're seeking someone who wants to impact the business and play a pivotal role in leading the charge for change.

Requirements

• High school diploma or GED
• Advanced knowledge of CCI systems, processes, and procedures
• Experience working in a complex call center inbound/outbound environment
• Experience with highly complex and/or escalated calls required
• Ability to work in a high-stress environment
• Strong oral and written communication skills
• Strong organizational skills and a high degree of detail orientation
• Ability to work in a team environment
• Ability to work in a fast-paced office environment
• Ability to work a flexible schedule or varying shifts
• Ability to make changes quickly

Responsibilities

• Monitor team performance against productivity and KPIs.
• Review accounts and assist team members with complex customer situations and escalations.
• Coach, mentor, and develop Team Members through feedback and training.
• Ensure compliance with company processes and policies.
• Analyze reporting to identify trends, risks and opportunities.
• Collaborate with internal departments to resolve identified issues.
• Foster a positive, customer-focused work environment.

Benefits

• Medical, Dental and Vision insurance for you and your family
• Paid Time Off (PTO)
• 6 company-observed paid holidays, plus 3 paid floating holidays
• 401k (after 90 days) plus employer match up to 4%
• Pet Insurance for your furry family members
• Wellness perks including onsite fitness equipment at both locations, EAP, 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

What This Job Offers

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