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    Collections Team Leader - Newport News, United States - Langley Federal Credit Union

    Langley Federal Credit Union
    Langley Federal Credit Union Newport News, United States

    1 week ago

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    Description

    ** Collections Team Leader**

    **Job Category****:** Collections **Requisition Number****:** COLLE002082 Showing 1 location **Job Details**

    **Description**

    The Collections Team Leader supervises and coaches the activities of Collections Representatives, monitoring control of delinquent loans, credit cards, and mortgage loans. The Collections Team Leader administers the dialer campaigns and utilizing the Workforce Management solution, forecasts call volume for scheduling to ensure maximum coverage. This role maintains coverage of all assigned accounts and ensures follow-up in a timely manner and acts as Collections Representative when needed.

    **Essential Functions, Duties, and Responsibilities:**

    Supervises/leads team to include work assignments, monitoring, coaching, performance evaluations, hiring recommendations and scheduling to ensure goals are achieved.

    Updates and maintains the dialer and workforce management reporting system to ensure all queues and agent metrics (abandoned rate, average talk time, average wait time, average number of calls per representative, service level, etc.) are compiled and reported accurately. Recommends and develops custom reports as needs arise.

    Trains new employees and conducts ongoing training with existing employees ensuring the proper procedures, guidelines, and applicable federal collection laws are followed.

    Performs Collections Representatives duties, collecting on delinquent accounts.

    Monitors and reports on KPIs and cases received/completed, prepares reports for Collections department activities.

    Coordinates, automates, and streamlines the work processes of collection functions and establishes productivity and measurement standards for staff to increase the operational efficiency of the department.

    Supports daily operational duties and serves as backup for Director of Collections, when necessary.

    Assists in developing, writing, and implementing new policies and procedures related to collections.

    Makes recommendations to department manager to increase efficiency and enhance processes as they pertain to collections.

    Appears in court when necessary to represent the Credit Union and protects its interests.

    **Qualifications:**

    Associates degree or equivalent combination of education and collections or sales related experience required.

    Two-years of mentor and/or supervisory experience preferred.

    **Competencies:**

    Service Champion Adopts a service orientation, building trusting relationships and delivering value for associates, members, and communities.

    Langley Ambassadors Demonstrates a passion for Langleys vision, encouraging diversity, equity and inclusion while considering Langleys values when making decisions and taking accountability for delivering results.

    Agile in Action Adapts to changes in the business, demonstrating innovation to improve Langley and advance the business into the future.

    Team Driven Collaborates across Langley, communicating with transparency and prioritizing a team-based approach that delivers optimal outcomes for associates, members, and communities.

    Continuous Learners Maintains an understanding of Langleys business and how value is delivered to members and actively pursues opportunities to grow oneself and strengthen the organization.

    **Qualifications**

    **Skills**

    **Behaviors**

    **:**

    **Motivations**

    **:**

    **Education**

    **Experience**

    **Licenses & Certifications**

    Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

    The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractors legal duty to furnish information. 41 CFR c)

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