What are the responsibilities and job description for the Collections Lead- Call Center position at HJ Staffing?
We are seeking a motivated and experienced Collections Lead to oversee and manage our client's call center collections team. As the Collections Lead, you will play a critical role in ensuring that the team meets performance goals while maintaining professionalism and compliance. Your leadership will be instrumental in creating a positive and productive work environment.
Key Responsibilities:
- Supervise, mentor, and support a team of collections representatives.
- Monitor daily performance metrics, ensuring team goals for collections and customer satisfaction are met.
- Provide coaching and feedback to improve individual and team performance.
- Handle escalated customer issues and provide resolution in a professional manner.
- Review and analyze accounts for compliance with company policies and regulatory standards.
- Develop and implement strategies to improve collection rates and reduce delinquency.
- Train new team members on call center procedures, customer service techniques, and compliance requirements.
- Conduct regular team meetings to share updates, discuss challenges, and celebrate achievements.
- Generate reports and provide performance updates to management.
Qualifications:
- Proven experience in a collection or call center environment (minimum 2 years).
- Previous supervisory or leadership experience is required.
- Excellent communication, problem-solving, and interpersonal skills.
- Strong understanding of collections processes, regulations, and compliance standards.
- Proficiency with CRM and collections management software.
- Ability to motivate and lead a team in a fast-paced environment.
- High school diploma or equivalent (Bachelor’s degree preferred).
