What are the responsibilities and job description for the Specialist, Early Stage Collections, Team Lead position at Carrington?
The Team Lead Early Stage Collections Specialist is responsible for ensuring that all levels of Early Stage Collections Specialists are properly trained for their level and continues to develop them as they gain more tenure. Provides continual coaching and training while monitoring performance and identifying training gaps to continuously improve the training provided. Perform all duties in accordance with the company’s policies and procedures, all US state and federal laws and regulations, wherein the company operates. The target compensation range for this position is $24.00 to $32.00 per hour.
What You'll Do:
- Conduct and manage the new hire training sessions (“training bays”) and ensure new associates are properly prepared and ready for their identified Loan Counselor level on the floor.
- Function as the “Floor Coach” specifically during “training bay” periods and then continually throughout a Loan Counselors career on the floor.
- Observe and identify coaching opportunities, provide feedback and ensure department expectations are upheld.
- Develop and facilitate training sessions for identified training gaps and alter existing training as needed.
- Provide side by side and one-on one coaching and training as needed.
- Assist with directing workflow in department.
- Handle escalated calls and update escalation tracker within 24-48 hours.
- Monitor identified Key Performance Indicators (“KPIs”) to ensure performance levels are at appropriate levels and adjust training as needed to continually improve.
- Conduct department refresher training as needed.
- Build a strong rapport with the other departments within the Loan Servicing Division to ensure excellent communication across cross functional departments.
- Perform data analysis, reporting, and process flows to identify process improvement opportunities and to meet regulatory and compliance requirements.
- Create and maintain documentation of processes, reports, applications, and procedures as per department policy.
- Draft and complete initial response(s) on external or internal QC/Audit findings.
- Provide recommendations for cost savings, productivity improvements, and/or efficiencies at Carrington.
- Perform daily department administrative functions as needed.
- Perform other duties as assigned.
What You'll Need:
- Excellent knowledge of Fair Debt Collection Practices Act
- Proficient on all relevant and industry-specific computer systems used within collections
- Excellent verbal communication skills – ability to express or exchange ideas verbally with others accurately, audibly, and timely
- Excellent negotiation skills and the ability to teach others how to strengthen theirs
- Proficient higher level math skills needed to calculate borrower payments and other conditions of a loan workout or modification.
- Ability to understand complex collection issues and to collaborate and explore alternative solutions
- Proficient in MS Office with advanced skills in Excel and Visio.
- High school diploma or equivalent work experience
- Four (4) plus years of collections, loss mitigation, or single point of contact experience in a call center environment
- A minimum of 4 years’ experience in the Banking, Mortgage/Loan Servicing and Financial Services industries.
Salary : $24 - $32
