Financial Care Team Lead

Summary
The First Party Collections Team Lead will assist with daily production assignments and be a point of contact
for any account processing questions. This position will assist the Supervisor/Manager in direction the
development of the team, coaching and ensuring company policies/procedures are followed.

Essential Functions 
Walk the floor and provide constant availability for team members. Observe, listen, provide immediate
feedback and training as necessary. 
Act as first point of contact for processing questions 
Advise management of any staffing concerns 
Ensure team members are utilizing proper procedures. 
Provide on-going coaching and development to the team. 
Perform side-by-side coaching with agents and participate in call listening sessions 
Assist management with tracking of information for reporting. 
Assist management with training new agents and refresher training 
Advise management of trends and training opportunities. 
Handle agent questions in a professional manner and escalate concerns to Management. 
Knowledge, understanding, and compliance with all Federal, State, and Local laws and regulations,
within functional area, and with Company policies and procedures. 
Adhere to the practices outlined in the Information Security Management System. 
Communicate professionally and appropriately with clients, consumers, co-workers, and management
at all times. 
Meet required criteria for work schedules and adhere to attendance policies as outlined in the
Employee Handbook and site policies and procedures. 
Provide proactive feedback to management concerning potential problems and
recommendations for improvement. Recommend process improvements for efficiencies and
best practices

Non-Essential Functions 
Perform other duties and special projects as assigned
Supervisory Responsibilities/Accountabilities 
This position does not require Supervisory Responsibilities/Accountabilities

Requirements 
High School diploma or equivalent 
Prior satisfactory performance in a team lead or call center agent role 
Working experience with Microsoft Office Products (Outlook, Excel, Word, PowerPoint) 
Ability to adhere to all Company, client and consumer confidentiality and security policies and procedures 
Excellent communication and interpersonal skills. 
Effective customer service and follow through skills 
Willing to work extended hours and Saturdays, as required 
Be able to effectively adapt to change and thrive in a stimulating, fast-paced work environment.

Physical Requirements
While performing the duties of this job, the employee is regularly required to talk, type, see, and hear while using
a computer for periods of time and monitoring staff. The employee frequently is required to multi-task (e.g., talk
and type simultaneously). The typing aspect of the job requires the employee to reach with hands and arms; and
use hands and fingers to handle/feel the keys. Must be able to move through the call center to observe agents
and be available for questions while agents take live calls. The job requires extensive use of keyboards and
computers.

Working Conditions
Work is generally performed within an indoor office environment utilizing standard office equipment. Desk
setting inbound call center/cubicle.

Position Type/Expected Hours of Work
Some flexibility in hours allowed but must be available during the department’s scheduled hours and
guidelines, which include at least one or two evening and/or weekend shifts. Full-time employees must
maintain continuous full-time employment status. Because of the production-based nature of the job,
employees must be able to adhere to their schedule and attendance policies.
The position description lists the primary functions and requirements of the role and is not all-inclusive. Other
responsibilities may be assigned at any time with or without notice.

The position description is subject to change to meet the needs of the business. Reasonable accommodations will be provided to disabled
individuals when such accommodations would allow the disabled individual to perform the essential functions of the position without causing an undue hardship for the company.