Collections Team Leader Resume Samples

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A Steuber

Ashlynn

Steuber

3725 Nick Roads

Chicago

+1 (555) 628 1181

3725 Nick Roads

Chicago

Phone

p +1 (555) 628 1181

Experience Experience

Detroit, MI

Collections Team Leader

Detroit, MI

Stiedemann-Mueller

Detroit, MI

Collections Team Leader

Ensures the unit achieves goals established for the department
Plan, direct, evaluate and supervise work flow
Track and coach team member performance
May collect high risk, seriously delinquent or loans requiring special attention
Assist in on-going monitoring and providing feedback to collectors to ensure compliance with collection policies and procedures, including call monitoring and quality reviews
Assist supervisor in completing monthly evaluations and development plan for collectors
May assist in scheduling and coordinating team activities

New York, NY

Collections & Disputes Team Leader

New York, NY

Collins Group

New York, NY

Collections & Disputes Team Leader

Execute control checks of compliance with client's credit policy
Perform credit control activities in line with client's procedures and policies
Execute cash collection activities
Provide internal and external audit support, as requested
Creating consistent methods for analyzing and reporting metrics. (includes description of trends and meaning)
Escalate credit control related exceptions
Educational background in finance, accounting or economy is an advantage

present

Dallas, TX

Collections Team Leader With German

Dallas, TX

DuBuque, Baumbach and Pfannerstill

present

Dallas, TX

Collections Team Leader With German

present

Assist management with career development activities for team members including performance management, informal feedback, training, and resourcing
Responsible for creating and providing functional and operational reports to executive management that provides essential information to manage the business
Work with collections management team to drive continuous improvement in the collections process
Provide process improvement guidance / changes for review by leadership
SOPs update and trainings performance
Coordinating the work of a team
Engagement in the innovation and improvement of the processes

Education Education

Bachelor’s Degree in Business

Temple University

Bachelor’s Degree in Business

Skills Skills

Excellent knowledge of all collection policies, procedures and processes
Demonstrated proficiency in basic computer applications, such as Microsoft Office software products
Ability to utilize Microsoft applications, including Outlook, Word, Excel, Access, and PowerPoint
Excellent time management and organizational skills
Interpersonal Skills – able to work effectively with other employees, patients and external parties
Strong understanding of systems utilized in collection process
Excellent decision-making and problem-solving skills in routine and non-routine situations
Excellent verbal and written communication skills
Ability to travel, occasionally overnight
Policies and Procedures – demonstrates knowledge and understanding of organizational policies, procedures and systems

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Collections Team Leader Resume Examples & Samples

Ensures the unit achieves goals established for the department
Plan, direct, evaluate and supervise work flow
Track and coach team member performance
May collect high risk, seriously delinquent or loans requiring special attention

Collections Team Leader Resume Examples & Samples

Assist team members in consistently meeting or exceeding performance expectations for collection efforts for assigned accounts. Measurements are based upon individual goals and objectives, e.g., minimum calls per day, contact percentage, promises/calls ratio, promises kept
Assist with training for new collections representatives to ensure strong understanding of collection policies, processes and systems. Communicate regularly with collection supervisor regarding progress of new employees
Assist in on-going monitoring and providing feedback to collectors to ensure compliance with collection policies and procedures, including call monitoring and quality reviews
Assist supervisor in completing monthly evaluations and development plan for collectors
May assist in scheduling and coordinating team activities
Approve charge-offs and write downs in accordance with established standards, if applicable
Assist less experienced collectors with more difficult collection accounts and client calls
Communicate collection efforts to branch lenders on assigned accounts in accordance with established standards, if applicable
Assist in creating and analyzing production reports
Handle processing and collections for assigned queues requiring special handling
Order files from Loan Services in accordance with established standards, if applicable
Approve deferrals on accounts within authority based upon written policy guidelines and make recommendations to supervisor for those outside of authority guidelines
Communicate regularly with collections supervisor on status of problem accounts
Ensure that all delinquent accounts have been thoroughly worked according to standardized collection procedures
Ensure that appropriate letters are sent to debtors
Two to four years of collections and/or supervisory experience
Excellent decision-making and problem-solving skills in routine and non-routine situations
Exhibited leadership skills
Strong understanding of systems utilized in collection process
Excellent understanding of internal processes and regulatory requirements surrounding collections
Ability to utilize Microsoft applications, including Outlook, Word, Excel, Access, and PowerPoint
Bachelor's degree in a business-related field
Excellent knowledge of all collection policies, procedures and processes; knowledgeable of collection practices and federal/state regulations and laws, i.e. Fair Credit Reporting Act (FCRA) and Fair Debt Collections Protection Act (FDCPA)

Collections Team Leader Resume Examples & Samples

Implement customer experience initiatives
Effective management of the complaints process
Manage internal customer relationships
Develop and promote GE Money’s reputation by executing on internal and external relationship opportunities
Provide staff with guidance in handling difficult or complex problems or in resolving escalated complaints or disputes
Train or instruct staff in job duties or company policies or arrange for training to be provided – training/coaching sessions to be delivered as per agreed with the Product Leader
Highlight staff performance concerns with the Product Leader
Evaluate calls and provide coaching feedback in accordance with GE Money’s Call Coaching Policy and Procedures
Provide call coaches and Product Leader with exceptions as per Call Coaching Policy and Procedures
Identify and raise any concerns or issues identified within call evaluations to Product Leader and/or Compliance immediately
Schedule Quality Assurance monthly plan
Immediately escalate any potential compliance issues to the Product Leaders, Compliance, Legal, HR or through any Open Reporting channels
Complete 100% of all Compliance training and any other training as assigned to you when due
A tertiary qualification in a relevant/related field is desirable, along with a minimum of 2+ years leadership experience in a contact/call centre environment preferably within the financial services industry
Strong investigative, audit and analytical skills are essential as is the ability to formulate, analyse and prepare reports on statistical information
Demonstrable knowledge of business and management principles involved in strategic planning, resource allocation, human resources modelling, leadership techniques, and coordination of people and resources
Demonstrable knowledge of the principles and processes for providing customer and personal services. This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction
Working knowledge of administrative and clerical procedures and systems such as word processing, managing files and records

Senior Team Leader, Collections Recoveries Resume Examples & Samples

Build and sustain team relationships by providing meaningful and timely feedback
Responsible to manage and providing superior leadership and guidance related to collection recoveries
Ensure a high standard of customer care, productivity and efficiency
Responsible to be a referral point for all Recoveries' staff and monitor quality trends by ensuring issues and escalations are addressed and the appropriate action is taken in a timely manner
Assist in being a liaison for third party collection agencies and service partners
Knowledge of Collections procedures and all related applications such as TS2, CACS, Client View and Collection Highways would be considered an asset
The successful candidate should possess a minimum of two years of collections and/or people management experience in a call centre type environment
Must demonstrate the ability to independently lead a diverse team through Performance Management related tools such as, Goal Setting, Observational Coaching & Team Meetings
Solid understanding of HR policies and procedures
French would be considered an asset
Flexible to work the business hours of 3:00 p.m. to 11:00 p.m. Monday to Friday and 07:00 a.m. to 3:00 p.m. approximately one Saturday per month

Team Leader, Collections Resume Examples & Samples

Ability to read and comprehend documents, reports and complex legal descriptions
Working knowledge of federal, state/provincial and local laws regarding consumer debt
Excellent BMO Product Knowledge
Has keen analytical skills, attention to detail and ability to work independently

OTC Collections Team Leader Resume Examples & Samples

At least 3 - 5 years being Team Lead of a credit and soft collections -from a first party- department
Excellent (external-internal) people skills
At least 3 years of experience working with North American clients
Proficient in Microsoft Office skills (word, excel, etc)
Drive for results, able to manage a group of people and work effectively in a team

Cbs-team Leader for Overdraft Collections Resume Examples & Samples

Responsible for leading a team specialists and that the team meets performance standards
Proven track record of inspiring performance and working with cross functional teams
Exhibit Problem Solving Skills including, but not limited to conflict resolution, prioritize diverse workloads, and recommends/implements enhancements to implement positive change across the department to improve effectiveness and efficiency of services/systems
Minimum of 2 years supervisory and leadership experience is preferred, but not required
Strong organizational & proven time management skills
Excellent coaching and mentoring skills

Cbs-caf Collections Team Leader Resume Examples & Samples

Select and retain talent
Prioritize diverse workloads
Ability to follow complex methods and procedures in diverse routine and non-routine tasks
RESUME UPLOAD is REQUIRED

Cbs-overdraft Collections Team Leader Resume Examples & Samples

Execute on a set of TL deliverables tailored to improve specialist performance such as, but not limited to coaching sessions, call listening/evaluations, and career conversations
Lead and partake in change management efforts for his/her team as well as the whole department
Participate in multi-site initiatives to improve overall overdraft collections departmental performance including managing and/or participating in various process improvements and re-engineering initiatives
Experience in leading teams within a call center operations with highest regard for customer experience is preferred
Strong knowledge of the US consumer and finance business is preferred
Strong leadership skills with demonstrated success in managing teams
Must have proven ability to deliver on business results
Outstanding communications skills, both written and oral
Ability to work closely with others to achieve functional goals

MB Collections Team Leader Resume Examples & Samples

Manage and develop a team of Collectors, including personnel issues (hiring/terminations and performance reviews)
Ensure regulatory compliance ? perform call monitoring reviews both internal and external
Make recommendations for process improvements for operational efficiency, effectiveness and customer satisfaction

Collections Team Leader Resume Examples & Samples

Assist with training for new Collections Representatives to ensure strong understanding of collection policies, processes and systems. Communicate regularly with Collection Supervisor regarding progress of new associates
Assist with on-going monitoring and providing feedback to collectors to ensure compliance with collection policies and procedures, including call monitoring and quality reviews
Approve extensions and reages on accounts within authority based upon written policy guidelines and make recommendations to supervisor for those outside of authority guidelines
Two years of collections and/or supervisory experience
Bachelor’s degree in Business or related field
Excellent knowledge of all collection policies, procedures and processes
Knowledgeable of collection practices and federal/ state regulations and laws, i.e. Fair Credit Reporting Act (FCRA) and Fair Debt Collections Protection Act (FDCPA)

Collections Team Leader Resume Examples & Samples

Strong people leader with exceptional skills in collections/call centre environment
Excellent contributor with proven skills and competencies of influence and relationship building
Ability to lead transformational change and will have the experience and interpersonal skills to collaborate with and influence a range of business partners
Strong consumer collections/recoveries experience gained in a retail bank, card company, other retail financial services institution or debt collection agency
Demonstrated strong understanding of the debt management and collections/credit lifecycle
Understanding of the people and change management issues unique to the collections environment
Strong analytical skills in addition to strategic and lateral thought processes
Tertiary qualified in a relevant business discipline preferred however not essential

Collections Team Leader Resume Examples & Samples

Experienced in collections, commercial or business processes and operational requirements
Superior commitment to Customer Service
Ability to work under pressure, prioritize work & lead the team
Strong planning and co-ordination skills and has the ability to prioritize and work under pressure

Team Leader, Global Collections Resume Examples & Samples

Strong Interpersonal skills and ability to work well in a matrixed team,
Excellent people management skills,
Excellent analytical and problem solving skills,
Solid PC Skills, specifically in MS office, Excel and MS Access applications,
Understanding of key leverage points within the collections cycle to drive improved performance results,
Self-starter with attention to detail and able to work with minimum supervision and lead by example,
Experience in Risk Management/Collections – ability to work at a low level of detail,
Knowledge of local market collections processes,
Ability to drive change with a focus on execution,
Ability to persuade/negotiate solutions with local markets and external vendors

Specialised Collections Team Leader Resume Examples & Samples

You have strong leadership experience in a call centre environment
You've worked either in an inbound or outbound capacity in a customer focussed environment
Ideally – you have credit / collections / financial services experience
You have an excellent phone manner and friendly communication skills where people are drawn to chat with you
You are confident at resolving problems and negotiating favourable outcomes
You have excellent time management skills

Collections & Disputes Team Leader Resume Examples & Samples

Perform credit control activities in line with client's procedures and policies
Be in contact appropriate credit control institutions
Execute control checks of compliance with client's credit policy
Execute cash collection activities
Fluent English (B2)
Educational background in finance, accounting or economy is an advantage
Microsoft Office skills (Excel, Outlook)

Team Leader for Collections Resume Examples & Samples

Manage 5 collectors for EMEA region with daily coaching and guiding
Set priorities and targets, review individual performance and create high motivation
Build and maintain direct interactions with the Client and present operational updates on a regular basis
Prepare, review and present monthly BOI’s, KPI’s and SLA’s
Support team members in flagging process issues
Support team members in flagging Collections issues
Work on process simplification and standardization
Drive team and process efficiencies and automations
Link Collections team with other internal stakeholders – finance, order management, credit risk etc
Fluent English as a requirement
Second European language nice to have
At least five years of work experience
Two years work experience in shared service center environment in order to cash
At least one year work experience as team leader
Flexibility, especially in the period of month/quarter/year-end closing

Cbps AU Collections Team Leader Resume Examples & Samples

Ability to troubleshoot minor technical issues
Knowledge on Technical integrities, which include extensions to facilitate calling
Excellent Interpersonal Skills with ability to interact with staff at all levels
Strong Analytical Skills
Effective Planning and Organizing Skills
Ability to work under pressure with strong time management skills
Highly motivated and proactive individual
Adaptable to change and constantly seeks opportunities to improve process

Collections Team Leader Resume Examples & Samples

Customer Orientation – establishes and maintains long-term customer relationships, building trust and respect by consistently meeting and exceeding expectations
PC Skills – demonstrates proficiency in PC applications as required
Tactical execution - assist in monitoring operational processes and making recommendations for changes/adjustments as needed during the implementation or change to new products or processes
Basic Skills – demonstrates ability to organize, perform and track multiple tasks accurately in short timeframes, have ability to work quickly and accurately in a fast-paced environment while managing multiple demands, ability to work both independently and collaboratively as a team player, adaptability, analytical and problem solving ability and attention to detail and able to perform basic mathematical calculations, balance and reconcile figures, punctuate properly, spell correctly and transcribe accurately
At least one year of healthcare insurance collections experience required

Team Leader Collections Resume Examples & Samples

Have a hands-on approach to oversee and optimize agency performance through in-depth analysis of key input drivers and Key performance indicators
Provide thought leadership and drive initiatives aimed at maximizing returns through best-in-class collection strategies
Ensure that the partner is audit ready 24/7 and drive compliance to regulatory and AXP requirements
Conduct regular site visits and telephonic reviews of performance, governance and collection initiatives and document daily, weekly, monthly engagement actions with partners and management
Collaborate with agencies and internal partners for timely completion of all Global Collections Oversight reviews / Internal Audit/ Third Party Lifecycle Management/ Third Party Security Management / Global Supply Management / Technology audits and remediation of findings
Oversee training of partners and collectors. Engage with partners in hiring, training and developing talent
Carry a business owner mind-set working with a strong sense of urgency and purpose in the execution of treatment/solutions
Partner with agencies to identify opportunities / root cause, deliver and monitor solutions to improve overall performance / governance
Leverage best practices across the network through learning from /sharing successes among other agencies, markets and with proprietary sites
Develop and maintain positive working relationships and collaborate with teams within GCN as well as other business units, including Risk Management, GCO, Compliance, Global Supply Management to ensure achievement of mutual goals

Collections Team Leader Resume Examples & Samples

A good awareness of fraud all multiple product types including a good general awareness of fraud and how it can adversely affect both the bank and our customers
You will be a Team leader or deputy team leader in a retail bank or financial services Collections team
An understanding of personal and corporate insolvency

Collections Team Leader With German Resume Examples & Samples

Creating consistent methods for analyzing and reporting metrics. (includes description of trends and meaning)
High accuracy and focus on details
Very good communication and interpersonal skills
Ability to manage the team proved with relevant experience
Strong organizational, multi-tasking and time-management skills
Experience in Collections as asset

Collections Team Leader Resume Examples & Samples

Lead and develop a team to perform to demanding targets and goals in a customer contact environment
You will be able to communicate effectively and build strong relationships with people of all levels
You will be working in a busy environment, therefore, the ability to think on your feet and work under pressure is essential whilst being able to make sound decisions using problem solving skills and thinking creatively
Handling inbound and outbound calls from our consumer and small business card members whose accounts are flagged as overdue or delinquent using written and verbal communication
Goal setting, Performance reviews and development plan for all direct reports
Manage churn / attrition of team members. Support CSAT initiatives in enhancing / meeting external (Voice of Card Member) metrics
A working knowledge of the Third Party Consumer Credit Card Collections Landscape is required
Demonstrated consultative experience, ability to influence, resourceful

Collections Team Leader With German Resume Examples & Samples

Coordinating the work of a team
Monitoring the quality and productivity of the team's activities
Engagement in the innovation and improvement of the processes
Identifying the trainings' needs for the specific team members
SOPs update and trainings performance
Ensure quality checks and back-up structure to guarantee accurate service delivery and service continuity
Ensure compliance with accounting policies and on time delivery of agreed SLA's
First escalation point of contact for policy issues related to area of expertise
Cooperating with the customers

Collections Team Leader Resume Examples & Samples

Associate / Bachelor's degree in business related discipline preferred. 3 + years in customer service or financial services industry is needed. Prior leadership experience is needed. Education may be used as a proxy for experience
Ability to multitask; familiar with company policies - procedures
Ability to effectively coach and develop
Professional phone etiquette
Extensive skip tracing knowledge and skill
Industry knowledge
Process improvement skills
Oral - written communication

Collections Senior Team Leader Wwcs Level Resume Examples & Samples

Act as lead for an individual business stream
Ensure SLA’s and KPI’s are met
Take full responsibility for the collections performance, reviewing metrics and reports in order to drive day to day work
Engage with the client credit manager responsible for respective business stream and act as first-line liaison and review service for them
Take accountability for business stream performance by liaising with non-Collections areas such as Cash and Bank, Risk and Operations
Manage the forecasting process
Liaise with Accenture HR in relation to recruitment, training, performance management etc
Project manage initiatives where required that could involve procedures reengineering, transitions of work etc
People manager for an individual business stream of between 10-30 people
Collections Management experience is essential >3yrs