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 Federal and Local laws and regulations.
Knowledge, understanding, and compliance with company policies and procedures. Provide feedback to management concerning possible problems or areas of improvement.
Make recommendations to implement improved processes. Perform other Qualifications High School Diploma required. Bachelor’s Degree or if undergraduate, with relevant work experience preferred.
1 year 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 Proficient personal computer skills, including Microsoft Office.