Job Title:Team Leader
Department:Operations
Reports To:Production Manager
FLSA Status:Non Exempt
Summary
Leads the activities of a team of account managers engaged in collecting past due balances of credit accounts, issued by banks and other lending institutions.
Essential Duties and Responsibilities include the following. Other duties may be assigned.
1. Reviews performance of team members on a regular and consistent basis to determine if individual and team production goals for month are being met.
2. Using the Collection Resource System (CRS), accesses inventory of accounts, both individual accounts as well as team member accounts (as needed), to contact debtors and to negotiate settlement of payment on debt owed.
3. Enters daily task sheets as requested by production manager to indicate performance level at current point in time and to track individual and team performance, to goal for month.
4. Serves as a role model and sets a standard of performance and behavior to motivate and develop a cohesive team spirit within the team, collection floor and company.
5. Supports management and company-sponsored projects, programs and decisions designed to enhance productivity.
6. Assists team members with collection activities in difficult cases; solicits feedback and advice from Production Manager on accounts requiring management intervention; approves FRS form letters to send to debtors regarding their account and/or debt owed on account.
7. Approves weekly work schedules and requested time off of team members, expediting and managing team workflow and to ensure client goals are being met.
8. Reviews team members’ work for exactness and conformance to policies and procedures; issues written and oral instructions as necessary.
9. Ensures consistency and application of company procedures, to improve efficiency of team and compliance to FDCPA and State regulations regarding third-party collections.
10. Maintains harmony among team members, resolves grievances and manages conflict to ensure a more productive and efficient team.
Leadership Responsibilities
Oversees the activities of up to seven (7) account managers. Carries out leadership responsibilities in accordance with the organization’s policies and applicable laws. Responsibilities include assisting employees and training them as needed; directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.
Competencies
To perform the job successfully, an individual should demonstrate the following competencies:
Analytical – Synthesizes complex or diverse information; Collects and researches data; Uses intuition and experience to complement data.
Design – Generates creative solutions; Uses feedback to modify designs; Demonstrates attention to detail.
Problem Solving – Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully; Develops alternative solutions; Works well in group problem solving situations; Uses reason even when dealing with emotional topics.
Project Management – Coordinates work for time; Communicates changes and progress; Leads project team activities.
Technical Skills – Assesses own strengths and weaknesses; Pursues training and development opportunities; Strives to continuously build knowledge and skills; Shares expertise with others.
Customer Service – Manages difficult or emotional customer situations; Responds promptly to customer needs; Solicits customer feedback to improve service; Meets commitments.
Interpersonal Skills – Focuses on solving conflict, not blaming; Maintains confidentiality; Listens to others without interrupting; Keeps emotions under control; Remains open to others’ ideas and tries new things.
Oral Communication – Speaks clearly and persuasively in positive or negative situations; Listens and gets clarification; Responds well to questions; Demonstrates group presentation skills; Participates in meetings.
Written Communication – Writes clearly and informatively; Presents numerical data effectively; Able to read and interpret written information.
Teamwork – Balances team and individual responsibilities; Exhibits objectivity and openness to others’ views; Gives and welcomes feedback; Contributes to building a positive team spirit; Able to build morale and group commitments to goals and objectives; Supports everyone’s efforts to succeed.
Change Management – Communicates changes effectively; Builds commitment and overcomes resistance; Prepares and supports those affected by change; Monitors transition and evaluates results.
Delegation – Sets expectations and monitors delegated activities; Provides recognition for results.
Leadership – Exhibits confidence in self and others; Inspires and motivates others to perform well; Effectively influences actions and opinions of others; Accepts feedback from others; Gives appropriate recognition to others; Acts as a role model, leads by example and holds him/herself accountable for actions and behavior.
Managing People – Makes self available to staff; Provides regular performance feedback; Continually works to improve leadership skills; Promotes harmony among team members and diffuses confrontation; Shows empathy, displays patience in heated situations and provides support as needed without enabling.
Quality Management – Demonstrates accuracy and thoroughness.
Diversity – Demonstrates knowledge of EEO policy; Shows respect and sensitivity for cultural differences; Educates others on the value of diversity; Promotes a harassment-free environment.
Ethics – Treats people with respect; Inspires the trust of others; Works with integrity and ethically; Upholds organizational values.
Organizational Support – Follows policies and procedures; Completes administrative tasks correctly and on time; Supports organization’s goals and values; Understands organizational structure.
Judgment – Displays willingness to make decisions; Exhibits sound and accurate judgment.
Motivation – Demonstrates persistence and overcomes obstacles.
Planning/Organizing – Uses time efficiently.
Professionalism – Approaches others in a tactful manner; Reacts well under pressure; Treats others with respect and consideration regardless of their status or position.
Quality – Demonstrates accuracy and thoroughness; Monitors own work to ensure quality.
Quantity – Meets productivity standards; Strives to increase productivity.
Safety and Security – Observes safety and security procedures; Uses equipment and materials properly.
Adaptability – Adapts to changes in the work environment; Changes approach or method to best fit the situation; Able to deal with frequent change, delays, or unexpected events.
Attendance/Punctuality – Is consistently at work and on time based on the work schedule entered for the week; Arrives at meetings and appointments on time; Leads by example and acts as a role model; Takes lunch at scheduled time, returning on time; Breaks are taken as scheduled.
Dependability – Follows instructions, responds to management direction; Takes responsibility for own actions; Commits to long hours of work when necessary to reach goals.
Initiative – Undertakes self-development activities; Takes independent actions and calculated risks; Looks for and takes advantage of opportunities; Asks for and offers help when needed.
Innovation – Meets challenges with resourcefulness; Generates suggestions for improving work; Develops innovative approaches and ideas; Presents ideas and information in a manner that gets others’ attention.
Qualifications
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Education and/or Experience
Associate’s degree (A. A.) or equivalent from two-year college or technical school preferred; or six months to one year related experience and/or training; or a combination of education and experience providing equivalent knowledge.
Language Skills
Ability to read and interpret documents such as procedure and policy manuals.Ability to write routine reports and correspondence.Ability to effectively present information in one-on-one and in group settings to debtors, clients, and employees of the organization.Bi-lingual in Spanish desired.
Mathematical Skills
Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.
Telephone Skills
Ability to use the telephone by dialing the number correctly using long distance dialing methods and taking into consideration time zone differences.Ability to wear a head phone.
Reasoning Ability
Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form.Ability to deal with problems involving several concrete variables in standardized situations.
Computer Skills
To perform this job successfully, an individual should have knowledge of CRS collection management software, CBR and Fast Data tools.
Certificates, Licenses, Registrations
Ability to pass the FDCPA collection law test and obtain a collector license.
Other Skills and Abilities
Knowledge of the systems, clients and services of the company.
Knowledge and understanding of the company’s business objectives and goals.
Knowledge of FDCPA and State laws regarding third party debt collections.
Knowledge of and ability to use personal computers and related software and programs.
Skill in typing using keyboard strokes.
Skill in customer relations, such as the ability to respond with sensitivity and a sense of urgency to a debtors or collectors needs or requests.
Skill in basic math to perform simple equations such as addition, subtraction, multiplication, division and percentages.
Skill in prospecting such as identifying and contacting debtors with the ability to pay debt owed.
Skill in selling by implementing a sales plan through a telephone conversation and closing the conversation with a promise to pay.
Skill in skip tracing such as researching for contact information to locate debtor.
Ability to be flexible by adapting decisions or actions to facilitate the most productive work environment.
Ability to mentor and teach a group of employees to encourage better understanding of job responsibilities and to motivate individuals to exceed expectations and performance.
Ability to communicate professionally, both oral and written.
Ability to use verbal communication to promote honest sharing of information and to provide clear, tactful and firm verbal explanations.
Ability to facilitate productive team meetings that encourage participation and open, honest, respectful communication/sharing.
Ability to be self-resilient and maintain a positive self-image and attitude even under stressful conditions.
Ability to identify, prioritize and respond to multiple and sometimes conflicting crises.
Ability to make sound business decisions under pressure.
Ability to access, utilize and interpret reference support materials (CBR, Fast Data, SIF parameters, letters, production reports, client information) designed to aid in the debt collection process.
Ability to retain, understand, comprehend and apply information provided and that is needed to perform the responsibilities of the job.
Ability to listen and to follow direction as needed.
Ability to identify available options to correct a problem, improving productivity and preventing reoccurrence.
Other Qualifications
Must be able to work prime time hours each week including late nights and weekend hours to increase probability of debtor contact.
Must conduct business and perform job responsibilities within the guidelines of the Fair Debt Collection Practices Act (FDCPA) and State Laws pertaining to third party collections.
Physical Demands
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this position, the employee is regularly required to talk or hear. The employee is frequently required to stand and sit. The employee is occasionally required to walk; use hands to finger, handle, or feel; reach with hands and arms and stoop, kneel, crouch, or crawl. The employee must frequently lift and/or move up to 10 pounds.Specific vision abilities required by this job include close vision, peripheral vision and ability to adjust focus.
Work Environment
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
The noise level in the work environment is usually moderate.
Disclaimer
This information is intended to describe the general nature and level of work being performed by people assigned to this job.It is not intended to be an exhaustive list of all responsibilities, skills and abilities required of employees within this job.