Collections Team Lead

• Responsible for being a subject matter expert on each portfolio serviced
• Understand client matrix and all client training guides so you can successfully give direction to staff
• Monitor real time queue system and ensure minimum requirements are met
• Assist call center with questions and concerns they may have on accounts
• Responsible for handling all escalated borrowers
• Coach agents on performance with a focus on helping them improve and work on areas of opportunity
• Assist with call monitoring for the Call Center and provide feedback to Supervisors and Managers
• Deliver and provide validation of floor-wide rollouts as assigned by upper management
• Consistently applies appropriate philosophy and techniques dictated by upper management
• Monitor workflow and operational efficiency to implement changes and improvements
• Analyze and report to upper management trends in volume fluctuation, product mix, regulatory changes and Client requirements
• Keeps current on new developments in areas of responsibility and makes necessary policy and process change recommendations to upper management
• Special projects as assigned by management to ensure operational effectiveness
• Follow up on deadlines and productivity of the staff in your group
• Train your group on new product offerings or new procedures, or troubleshooting
• Escalate any staff related occurrences to Supervisors and Managers

Qualifications:

2 years of collections experience preferably in a call center environment.

2 years of team lead or supervisory experience in a call center environment.

About Aerotek:

Our people are everything. Since 1983, Aerotek has become a leader in recruiting and staffing services by building quality relationships that allow us to place quality people in quality jobs. With over 230 non-franchised offices, Aerotek serves 17,000 clients and 300,000 contract employees every year. To learn more, visit .

Aerotek is acting as an Employment Agency in relation to this vacancy.