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Primary Position Objective

The Collections Team Lead will report to the Collections Manager and provide support to Management with day-to-day functions of the department. The Team Lead facilitates difficult technical tasks and will be available to the Collections team for support and guidance.

As a Team Lead, you will assist your manager with monitoring productivity and effectiveness and ensuring SLAs and regulatory compliance requirements are met. You will work closely with your manager, to review and compile statistical data, ensure adequate coverage and workflow, provide feedback on staff and operations, and assume other team duties such as coordinating work assignments, preparing reports, etc. Have an expertise in handling escalated delinquent accounts and adhere to timelines established based on client needs and department workflow.

Major Duties and Responsibilities:

• Observe and mentor team members, perform side by sides, Call Monitoring for quality assurance, and coach staff to ensure performance, production and accuracy levels are achieved and provide ongoing training and assist with new hire training.
• Assist the team and serve as first point of contact for immediate assistance, and guidance.
• Handle escalated phone calls and provide guidance and feedback on collections issues.
• Perform Collector functions as needed by the department, including assisting with Inbound call volumes, Dialer responsibilities and Queue calls.

• Assist Manager in implementing best practices, policies and procedures and consistency.

• Review Late Charge and CPP fee waivers for approval and forward for processing; Provide payment processing/instructions.
• Ensure compliance with requirements under CFPB, FDCPA RESPA, FCRA, UDAPP, FHA, TILA, GLBA, ECOA.
• Review and approve timecards.
• Deliver exceptional service to borrower, client, and internal and external customers including responding in a timely manner and in adherence with regulations and company expectations.
• Performs other duties as assigned by management.
• Process Check by Phone payments and exception payments; research payment histories and identify corrections if necessary.
• May perform as needed contact with client as it applies to delinquent borrowers and/or portfolio inquiries, high-level client management and review of QWR Log.

Supervisory Requirements:

Additional Expectations:

• Maintains the quality and integrity of the services provided by the department.
• Supports the overall goals of the Company and that services are delivered professionally and efficiently.

Independent Judgment:

Requirements & Qualifications:Physical Requirements

Sedentary office environment with frequent computer use, communication, repetitive hand motions, and occasional lifting of up to 10 pounds.

This description has been designed to indicate the general nature and level of work performed by an employee in this position. The actual duties, responsibilities and qualifications may vary in the future based on new or revised work assigned to this position.

AmeriNat offers a competitive benefits package including 401k; performance incentives; paid medical, life and long-term disability; dental; PTO and holiday pay as well as opportunities for advancement. Dress code is business casual (jeans allowed) and occasional business attire required.

AmeriNat will consider qualified applicants in a manner consistent with local “Fair Chance” ordinances. AmeriNat is an Equal Opportunity Employer.