Collection Team LeadTitle: Collection Team Lead
Location: UNITED STATES-OH-Dublin
NCO is an industry leader in providing business process outsourcing services including accounts receivable management, customer relationship management and back office services for a diversified customer base. Our clients are empowered to successfully address immediate business needs, while empowering long-term growth across the entire customer lifecycle. NCO currently provides services through offices in Antigua, Australia, Barbados, Canada, Guatemala, India, Mexico, Panama, the Philippines, United Kingdom and the United States.
Principal Responsibilities
* Establish organization within department by assisting with assigning responsibilities, delegating work, scheduling, and training employees.
* Actively pursue a team environment focused on the achievement of goals, high quality standards and high performance set by the client.
* Coach Collectors in all call techniques, quality, and program information in order to improve production and results.
* Assist with monitoring floor activity and calls to assist employees.
* Communicate with debtors by telephone and written correspondence to attempt to bring resolution to unpaid accounts and escalated issues with advanced level of expertise.
* Provide thorough, efficient, and accurate account updates on computer files for each call made.
* Provide ongoing feedback to Collectors regarding files, performance, and improvement opportunities.
* When requested, conduct monitoring sessions within Client guidelines.
* Knowledge, understanding, and compliance with all applicable Federal, State, and Local laws and regulations that regulate the collection industry.
* Knowledge, understanding, and compliance with NCO policies and procedures.
* Provide feedback to management concerning possible problems or areas of improvement as well as performance of team.
* Make recommendations to implement improved processes.
* Perform other duties as assigned by management.
* High School Diploma or General Education Development (GED) certificate or equivalent relevant work experience desired.
* 1 years of previous collections experience required. 2 years of previous collection experience preferred.
* When required, working knowledge of Mercury dialer and Soundbite applications.
* Ability to maintain the highest level of confidentiality.
* Excellent interpersonal, written, and oral communication skills.
* Ability to work in a team fostered environment.
* Ability to prioritize and organize work in a multi-tasked environment.
Work Environment
* Office environment.
* Ability to lift and/or move 20 pounds with or without accommodation.
We offer a competitive salary and comprehensive benefits package, paid time off and a 401 (k) plan.
M/F/H/V/EOE/AAJob: Collector
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