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Recovery Lead
Citizens Bank
Johnston, RI, United States
Job Details - this job has expired, please see similar jobs below
Description
The Recovery Lead is responsible for managing multiple operational controls, process improvement activities and risk issues for the Recovery team. Analyzes and makes recommendations to improve productivity while maintaining established goals. Researches and resolves operational issues. Conducts problem solving sessions and oversees small projects with direction from management. Responsible for engaging and motivating colleagues by providing feedback and reinforcing desired behaviors.
• Process/Continuous Improvement: Identify and respond to ideas for process improvement from team members and facilitate and undertake capitalized continuous improvement activities. May include project participation
• Customer Service: Be a role model to drive a customer service values and effective management of customer concerns and issue resolution. To set expectations of customer service excellence delivery and ensure all department service level agreements are met and/or exceeded
• Risk Management: Identify and manage risk, minimizing the outcome and escalating where appropriate. Work with risk, compliance and legal partners to review proposals and implement changes
• Stakeholder Management: Develop and maintain effective working relationships. Partner with other department and / or divisions with common goals
• Managing Change: Proactively identify opportunities for change which will add value to the achievement of business objectives and enhance the customer experience
• Be flexible to react and/or implement change initiatives
• Team Leadership: Develop, plan, and implement activities that will enable a highly motivated and highly performing team to deliver team objectives
• Business Management & Planning: Implement and deliver the business plans and targets. Plan, allocate and organize team resources to meet the business plan
Qualifications
• 2+ Year of Customer Service Experience/Collections experience
• Excellent phone communication, listening and negotiation skills
• Able to prioritize and manage daily workload
• Proven ability working in a team atmosphere; in a fast paced, fun environment
• Computer proficiency and acumen
• Self-motivated attitude with a desire to succeed
Education:
Associates Degree Preferred
Hours & Work Schedule
Hours per Week: 40
Work Schedule: Monday-Friday 8-5
Why Work for Us
At Citizens, you'll find a customer-centric culture built around helping our customers and giving back to our local communities. When you join our team, you are part of a supportive and collaborative workforce, with access to training and tools to accelerate your potential and maximize your career growth.
Equal Employment Opportunity
It is the policy of Citizens Bank to provide equal employment and advancement opportunities to all colleagues and applicants for employment without regard to race, color, ethnicity, religion, gender, pregnancy/childbirth, age, national origin, sexual orientation, gender identity or expression, disability or perceived disability, genetic information, citizenship, veteran or military status, marital or domestic partner status, or any other category protected by federal, state and/or local laws.
Equal Employment and Opportunity Employer/Disabled/Veteran
Citizens Bank is a brand name of Citizens Bank, N.A. and each of its respective subsidiaries, and Citizens Bank of Pennsylvania.