Team Leader, Recoveries Engagement

Join our team - and take the next step in achieving a fulfilling career!

What We Do

At CardWorks, we aim to help people connect with possibility and opportunity using our financial servicing expertise. Building meaningful, long-term relationships with consumers, our employees, and our clients is what matters most.

Who We Are

CardWorks, Inc. is a diversified consumer finance service provider and parent company of CardWorks Servicing, LLC, Merrick Bank and Carson Smithfield, LLC.

CardWorks Servicing, LLC provides end-to end operational servicing functions for credit cards, secured cards, and installment loans.  We service consumer and small business loans across the credit spectrum and offers backup servicing and due diligence services to capital providers and trustees.

Merrick Bank is an FDIC-insured Utah Industrial Loan Bank. Merrick operates three main business lines: credit cards, recreational lending, and merchant services.

Carson Smithfield, LLC provides a variety of post-charge-off debt recovery services, including digital self-service, IVR, live agent, and external agency management.

Position Summary

A Team Leader in the Recoveries Engagement Department is responsible for overseeing a team of Recovery Collections Associates, guiding them to effectively manage and reduce ‘bad debt’ portfolio loss. In this role, the Team Leader will lead by example, motivating and coaching Associates to achieve their full potential while ensuring they meet performance targets. The Team Leader will also contribute to the development and execution of collection strategies aimed at minimizing delinquency and bad debt. The team under this leadership handles both inbound and outbound calls to support customers who are behind on their credit card or loan payments, striving to resolve issues efficiently and professionally.

Essential Functions

• Manages daily time and attendance for Associates, ensuring accurate records and timely interactions, including conducting side-by-side coaching sessions and maintaining coaching logs.
• Serves as a point of contact for Associates, answering questions and providing guidance on policies, procedures, and any operational issues.
• Conducts interviews for potential new hires, assessing their fit for the team and department.
• Monitors and evaluates Associates' phone calls for quality assurance, ensuring compliance with standards and accuracy in responses.
• Handles escalated calls and complex customer issues that require supervisor intervention.
• Provides constructive feedback to Associates on performance, including quality, productivity, and attendance, offering both positive reinforcement and areas for improvement.
• Completes performance evaluations and implements corrective actions or counseling when necessary to address performance gaps.
• Manages reporting responsibilities and completes delegated tasks from the manager, ensuring timely and accurate execution.
• Performs other duties as assigned
  
  

Education And Experience

• High School Diploma or its equivalent education required
• Two (2) years of related banking, credit, customer service and or collections experience required
• Prior supervisory experience is preferred with strong preference to candidates with experience in collection agencies
  
  

Summary Of Qualifications

• Must possess strong systems skills; solid collection, analytical and negotiating skills and a solid knowledge of collection laws
• Keyboarding proficiency
• Familiarity with Windows-based computer applications
• Skilled in negotiation, including the ability to persuade and modify opinions to reach goals
• Mathematical, analytical, and decision-making skills are vital to success
• Ability to work under pressure; flexibility and willingness to work at a rapid pace
• Effectively and efficiently, communicate both through verbal and written channels in a way that others are able to understand the information in a manner consistent with essential job functions
• Ability to multi-task is essential
  
  

Our Employee Value Proposition

• Competitive Pay, including a Bonus Target or Variable Pay Incentive Program
• Benefits Package -Medical, Dental, and Vision (plus much more)
• 401(k) Plan with Company Match
• Short- & Long-Term Disability
• Wellness Programs
• Group Life and AD&D Insurance
• Paid Vacation, Sick Days and bank Holidays
• Employee Engagement Activities including Employee Appreciation Day, DEI Employee Resource Groups, Corporate Social Responsibility, Service Recognition
  
  

We offer a total rewards package comprised of a competitive base rate of pay, variable pay incentive programs based on the role, and a comprehensive benefit suite.  Offered rates of pay are determined based on job-related knowledge, relevant experience, skills, certifications, and geographic location.

We are an equal opportunity employer, and we evaluate qualified applicants without regard to race, color, religion, sex, national origin, disability, veteran status or any other legally protected characteristic.  We will conduct a thorough background check for all hires in compliance with applicable.