Team Lead - ECMC

Reliant•Carmel, IN

13d

About The Position

Reliant Capital Solutions is seeking a Team Lead to provide methods and solutions to debt borrowers in attempts to resolve delinquent accounts. This role involves conducting group training, implementing strategies with management to exceed goals, and acting as a point of contact for borrowers. The Team Lead will continuously receive inbound calls and perform outbound calls to assist borrowers, maintain a workload of delinquent accounts, and ensure proper follow-up and documentation. Additionally, the role requires performing skip tracing techniques, adhering to the FDCPA and compliance regulations, and meeting daily and monthly goals assigned by management.

Requirements

Excellent communication skills including active listening
Service-oriented and able to resolve customer grievances
Proficient computer skills with the ability to learn new software while working across multiple systems/screens
Knowledge of, or ability to learn, product, service, or area of customer service specialization
Full knowledge of all aspects of the Fair Debt Collections Practices Act (FDCPA)
High School Diploma or GED required
Previous collections, call center, or customer service experience is a plus
Ability to meet and exceed daily, weekly, and monthly production goals
Ability to multi task and maintain composure in stressful situations

Nice To Haves

College Degree a plus but not required

Responsibilities

Provide methods and solutions to debt borrowers in attempts to resolve delinquent accounts
Conduct group training as required
Work with management to implement different structures, strategies, and procedures that will enable Reliant to exceed their goals
Create and adhere to agendas and schedules as defined by management
Gather information from customers to determine the best way to map a solution
Act as the point of contact for borrowers to resolve their delinquent accounts
Continuously receive inbound calls and perform outbound calls in attempt to assist borrowers in resolving delinquent accounts
Maintain a workload of delinquent accounts up to and including completion of payments
Properly follow up with borrowers to ensure required documentation and payment processing is compliant and complete
Ensure all borrower accounts are documented properly and notify borrowers of any missing or additional procedures needed
Perform proper skip tracing techniques to identify borrower contact information
Abide by the FDCPA at all times while staying current to any and all industry requirements
Adhere to both internal and industry wide compliance regulations
Meet the daily and monthly goals as assigned by Reliant’s management team
Maintain targeted performance goals for collections
Any other additional responsibilities assigned by management