Collections Team Lead

Your title: Collections Team Lead

Your Location:Anywhere within the USA

You Report To: Associate Manager, Collections

Your Schedule: Monday to Friday, 8am to 4:30pm EST

First Help Financial, voted and certified as a “Great Place to Work” by our workforce for two years in a row, is adding a new partner to our Collections department to accommodate our remarkable growth!

Collections Team Lead – Job Description

 What You Will Do:

Your duties include, but are not limited to:

• Handling their personal queue, calling all the accounts accordingly.
• Being responsible for call monitoring, meeting with team members both individually and as a group to discuss metrics and general performance.
• Providing regular feedback to team members to aid in their professional development.
• Handling escalated calls from clients, dealers, 3rd parties, etc.
• Approving payment plans.
• Managing the team on the floor by ensuring productivity and answering ad-hoc questions.
• Helping develop new training as new policies come out.
• Managing timecards and vacation/sick time approvals.
• Developing reviews, performance plans, and warnings when necessary.
• Reporting to Associate Collections Manager with weekly finds.
• Advising workers on investigating complaints or concerns regarding any services offered.
• Assisting in complaint investigations as needed.
• Travel to our MA and/or AZ office when needed

What You Bring:

• Excellent communication (verbal and written) skills.
• Must be well-organized to keep records of employee performances that are easily accessible, especially for Mid-Year/End-of-Year reviews.
• Proficient in navigating and using all applicable Servicing platforms (Leapfrog, Cyberridge, Payix, NICE).
• Minimum 1 year of experience in Customer Service or Collections at FHF.
• Must be a Subject Matter Expert in all policies, procedures, and compliance-related topics.
• Impeccable compliance history with no major violations.
• Proven success in Customer Service and/or Collections at FHF.
• Strong customer service and de-escalation skills.

First Help Financial (FHF) is a fast-growing and culturally diverse company in the U.S. We provide auto loans to the underserved and care for our customers and partners with exceptional service. Through flexible financing options and tri-lingual support, we offer consumers an easier way to finance their first car. We lend to and support our portfolio which has consistently grown 30-40% each year over the last seven years.

Here you will find hard-working colleagues that come from over 20 countries. We hold ourselves to the highest standards of professionalism but also enjoy our work. Our culture and benefits are geared towards making you successful in life and comfortable at work.

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