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Regular or Temporary:
RegularLanguage Fluency: English (Required)
Work Shift:
2nd Shift - 10% Automatic Pay Differential (United States of America)Please review the following job description:
Manage a centralized collections center or unit within a center. Responsible for coaching and development of teammates with the goal of delivering exceptional client centric experience to both internal and external customers. Responsible for mitigating process errors. Execute and deliver on team/departmental goals.Essential Duties and Responsibilities
Following is a summary of the essential functions for this job. Other duties may be performed, both major and minor, which are not mentioned below. Specific activities may change from time to time.
Lead, motivate and provide support to a group of Payment Solution Specialists (typically 9 or more) within a Collections or Recovery center. Coach and develop teammates using call recording tools, team meetings, side by side or one on one sessions to identify improvement areas to deliver stellar client experience. Ensure team meets/exceed monthly performance metrics (production & quality), and satisfactory client delight customer survey scores. Develop and administer appropriate corrective action plans in accordance with departmental and company guidelines. Ensure inbound/outbound dialing goals are met/exceeded using appropriate dialer monitoring tools. Handle client escalations, adhere to complaint management protocols and facilitate one call resolution. Responsible for team compliance to require regulatory/compliance trainings. Execute on key deliverables, project assignments, dialer and delinquency management strategies in a timely, consistent manner. Acts as a subject matter expert in departmental processes.
Qualifications
Required Qualifications:
The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Three or more years of experience in collections, recovery or customer service. One or more years of Team Lead or supervisory experience. Bachelor’s Degree, or equivalent education and related training. Proficient in computer applications, such as Microsoft Office suite. Being a team player is a required attribute. Ability to develop work relationships towards achieving organizational goals. Excellent listening, verbal and written communication skills
Preferred Qualifications:
One or more years of call center management experience and collections background. In addition to leading a team.
Hours: 8am-10pm Mon-Thurs/ Friday 8am-8pm, rotating 1 Saturday a month 9am-1pm Remote. Wednesday's in office.
General Description of Available Benefits for Eligible Employees of Truist Financial Corporation: All regular teammates (not temporary or contingent workers) working 20 hours or more per week are eligible for benefits, though eligibility for specific benefits may be determined by the division of Truist offering the position. Truist offers medical, dental, vision, life insurance, disability, accidental death and dismemberment, tax-preferred savings accounts, and a 401k plan to teammates. Teammates also receive no less than 10 days of vacation (prorated based on date of hire and by full-time or part-time status) during their first year of employment, along with 10 sick days (also prorated), and paid holidays. For more details on Truist’s generous benefit plans, please visit our Benefits site. Depending on the position and division, this job may also be eligible for Truist’s defined benefit pension plan, restricted stock units, and/or a deferred compensation plan. As you advance through the hiring process, you will also learn more about the specific benefits available for any non-temporary position for which you apply, based on full-time or part-time status, position, and division of work.
Truist is an Equal Opportunity Employer that does not discriminate on the basis of race, gender, color, religion, citizenship or national origin, age, sexual orientation, gender identity, disability, veteran status, or other classification protected by law. Truist is a Drug Free Workplace.
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