Team Lead - ANS
i-Square, Ortigas Center Pasig City, Philippines
11h ago


TSI , is a leading supplier of specialized business process outsourcing (BPO) services that are delivered in our call centers through a diverse workforce across North America supporting clients in multiple vertical markets comprised of banks, energy and utility companies, health care providers, universities, and government organizations.

We support the entire customer lifecycle that includes customer acquisition, full loan servicing, delinquency management, and collections utilizing a combination of voice, chat, email, SMS, and interactive voice messaging channels.

As a result, employees enjoy the opportunity to grow, develop and build long-term careers in exciting industries, supporting the best brands in business, all while earning tenure with a specialty BPO leader.

TSI represents a new company name, but one with over 40 years of experience and success serving these markets.

Principal Responsibilities

  • Dependant upon team assignment, responsible for supervising the processing of Affidavits, Arbitration Agreements, Statement of Claims, Scanning, and / or Media Requests within established timeframes and in compliance with TSI, Client, and Attorney Network policies and procedures.
  • Perform quality assurance (QA) reviews to ensure compliance with Federal Courts, TSI, and Client processes and procedures.
  • Ensure appropriate forms are completed in compliance with county and / or state requirements, costs and filing fees are accurately entered into proprietary system and fee payment checks are requested, and all completed forms are forwarded to appropriate parties.
  • Determine appropriate legal forms based upon county and / or state requirements and update all pertinent information onto forms within established timeframe.
  • Forward and track completed forms to appropriate parties and enter costs and / or filing fee data in TSI proprietary systems and request filing fee payment checks to be drawn.
  • Responsible for supervising unit production assignments.
  • Generate statistical and / or Ad Hoc reports and submit to Management on a daily basis.
  • Monitor performance of direct reports to ensure productivity standards are met. Provide employee productivity reports to management on a weekly basis.
  • When requested, act as liaison between site and Corporate HR, including but not limited to maintaining positive employer / employee relationships, ensuring uniform application of HR policies and practices, responding to and performing good faith fact-finding investigations, and processing all HR related paperwork.
  • Responsible for maintaining compliance of work standards, delivering training, and working with site leadership to identify and create best policy practices.
  • Handle escalated issues and concerns and provide appropriate resolution.
  • Provide feedback to direct reports, Management, and other team members concerning possible issues or areas of improvement.
  • Participate in projects, duties, and other administrative tasks as assigned by Management.
  • Knowledge, understanding, compliance, and enforcement of applicable Federal, State, and Local laws and regulations relating to job duties.
  • Knowledge, understanding, and compliance with TSI policies and procedures.
  • Responsible for respective department’s overall performance and for motivating team to exceed department goals and objectives.
  • Accountable for all decisions, actions, and directives with respect to job responsibilities.
  • Responsible for progressive discipline with regards to attendance, performance and all aspects of company policy up to and including termination.
  • Follow up in a timely manner to ensure customer satisfaction.
  • Make recommendations to implement improved processes.
  • Perform other duties as assigned by management.
  • Qualifications

  • Associate’s Degree or equivalent relevant work experience.
  • 2 years of work related experience required. 4 years of work related experience preferred.
  • Ability to maintain the highest level of confidentiality.
  • Ability to define problems, collect data, establish facts, and draw valid conclusions, to prioritize and work in a multi-tasked environment.
  • Ability to adapt to a flexible schedule.
  • Proficient personal computer skills, including Microsoft Office.
  • Excellent interpersonal, written, and oral communication skills.
  • Ability to work in a team fostered environment.
  • Work Environment

  • Office environment.
  • Ability to lift and / or move 20 pounds with or without accommodation.
  • We provide Equal Employment Opportunity for all individuals regardless of race, color, religion, gender, age, national origin, marital status, sexual orientation, status as a protected veteran, genetic information, status as a qualified individual with a disability and any other basis protected by federal, state or local laws.

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