Sheffield Client Solutions Team Leader

Truist Bank • Winston-Salem, NC

19h • Onsite

About The Position

The Sheffield Client Solutions Team Leader position involves managing the day-to-day collection process according to agreed-upon strategies, policies, procedures, and guidelines. This role requires collecting delinquent accounts while adhering to all collection policies and providing exceptional client service. The Team Leader will mentor and counsel collection teammates to foster a positive team and working environment. This is a regular, full-time position with a 1st shift work schedule.

Requirements

• High school graduate
• Two to four years of collections and/or supervisory experience
• Excellent verbal and written communication skills
• Excellent decision-making and problem-solving skills in routine and non-routine situations
• Excellent time management and organizational skills
• Exhibit leadership skills
• Strong understanding of systems utilized in the collection process
• Excellent understanding of internal processes and regulatory requirements surrounding collections
• Ability to utilize Microsoft applications, including Outlook, Word, Excel, Access, and PowerPoint

Nice To Haves

• Bachelor’s degree in a business-related field
• Previous leadership experience
• Excellent knowledge of all collection policies, procedures and processes; knowledgeable of collection practices and federal/state regulations and laws, i.e. Fair Credit Reporting Act (FCRA) and Fair Debt Collections Protection Act (FDCPA)

Responsibilities

• Participate in the collection process as a coach/player, mentoring teammates while contributing to production based on vacancy, specific events, and seasonality.
• Handle escalated calls pertaining to inquiries, repossessions, reinstatements, and other calls requiring special handling.
• Execute call monitoring and quality reviews to ensure compliance with policies and regulations, and coach teammates on their individual call monitors monthly.
• Manage the collection efforts of teammates to ensure assigned accounts are worked based on individual goals and objectives (e.g., minimum calls per day, contact percentage, promises/calls ratio, promises kept).
• Consistently achieve performance expectations for collection efforts for assigned accounts based on individual goals and objectives.
• Exercise good and professional judgment in handling difficult problem accounts, which may include exceptionally complex or multiple products, systems, delinquency, or charged-off accounts.
• Provide ongoing training and feedback to teammates to ensure accounts are negotiated according to company standards and established time frames, promoting positive roll and reducing levels of delinquency, repossessions, non-performing assets, and loan losses.
• Review repossessions and charge-offs, and provide clients with cure plan options and loan modifications when appropriate according to policy, procedure, and guidelines.
• Assist Collection Supervisor in analyzing production reports, including maintaining monthly Key Performance Indicator (KPI) reports for assigned teammates.
• Manage client communications and provide accurate account detail and information with a high level of professionalism and integrity, following all required compliance and quality expectations.
• Support the execution of defined quality controls.
• Complete all required Computer Based Training (CBT) courses accurately and timely.

Benefits

• Medical insurance
• Dental insurance
• Vision insurance
• Life insurance
• Disability insurance
• Accidental death and dismemberment insurance
• Tax-preferred savings accounts
• 401k plan
• Vacation time
• Sick days
• Paid holidays
• Defined benefit pension plan (potential)
• Restricted stock units (potential)
• Deferred compensation plan (potential)

What This Job Offers

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